North American Properties believes that it all comes down to connections—people to each other; cities to their souls; partners to opportunities; and individuals to experiences that move them.
We believe that by fulfilling people’s desire for connectedness, we’re creating happier places and experiences that in turn become more successful environments, more vibrant communities and ultimately, a better world. Since 1954, we’ve balanced a well-capitalized approach and a keen focus on successful execution with a willingness to question conventional wisdom, reimagining and expanding the possibilities for more than $7 billion of assets across the US.
Whether developing multifamily, mixed-use, office, student housing, hotel or retail environments, we’re driven to deliver more valuable, meaningful real estate that transforms, inspires, delights and succeeds by connecting us all with what matters most.
Overview of Job Description
The Concierge Manager will interact with guests and residents of Birkdale Village. Provide unparalleled service, creating and providing a seamless experience for all customers. The Concierge Manager will service guests and residents both on the phone and in person, provide information in response to inquiries on a variety of calls, and have a broad base of knowledge in a wide variety of areas. This position will provide leadership support and assistance to the Concierge team, train and coach the ambassadors as needed and enforce all policies and procedures. The Concierge Manager will manage the Birkdale Card program, which is a unique approach to Concierge, infusing resort-inspired services throughout the entire Birkdale Village experience.
Duties and Responsibilities
- Develop, and retain the best ExperienceMakers™ that make up the Birkdale Village Concierge team.
- Manage the Concierge ambassadors; monitor day-to-day staffing requirements, plan and assign work, and establish performance and development goals for team members.
- Partners with the Birkdale Village Marketing team in developing and executing programs that support store sales and a unique shopping and dining experience. Attends weekly marketing meetings.
- Oversees the ‘surprise and delight’ offerings to guests of Birkdale Village by supervising the Concierge responsible for this portion of hospitality.
- Develops relationships with Birkdale Village’s retail and office tenants and residential communities. Leverages these relationships to build loyalty to Birkdale Village and devoted fans of the services offered through the Birkdale card.
- Focus on improving existing programs while assisting in the creation of new and varied experiences that offer a fresh and inviting guest experience.
- Execute hospitality, marketing and event plans on and off property – often requiring evening and weekend assignments.
- Expertly manages administrative duties such as expense reporting and payroll and timekeeping. Manager is responsible for scheduling and time sheets.
- Achieves financial goals through maximizing participation in revenue streams. Ex. The Birkdale Card, Concierge hosted events and VIP offerings.
- Provide leadership support for the Concierge team; including training and ongoing coaching as needed.
- Coordinate guest and resident’s needs with other departments as required, ensuring a seamless guest experience.
- Ensure grooming standards and uniform guidelines are adhered to by Concierge Ambassadors at all times; clean and pressed and worn in the appropriate manner. Responsible to ordering uniforms and coordinating dry cleaning.
- Partners with Assistant General Manager to lead hospitality training for operational departments monthly, as needed.
- Facilitate monthly Concierge meetings in order to stay informed of property changes, events, promotions, etc.
- Concierge Manager will work scheduled shifts in Concierge in addition to scheduled meetings with Marketing and Management teams.
- Identify and fully develop the inventories of services provided to guests and residents of Birkdale Village.
- Responsible for vetting process and agreements for third party amenity providers. Manages on-going relationships with these key vendors and contractors to ensure flawless execution of service.
The ideal candidate must demonstrate:
- Must have at least 2 years of managerial experience, with proven success as a team leader.
- Prior experience in the hospitality or event planning industry is a plus.
- Strong understanding and knowledge of Birkdale Village, Charlotte metro and Huntersville, NC.
- Excellent communication skills are mandatory for this position; must have the ability to communicate in a clear, concise, understandable manner, and listen attentively to others, and provide instructions to team members.
- Must have strong skills in guest services, be action oriented, possess interpersonal savvy, professionalism, emotional control, and work well under pressure.
- Must be an organized, detail-oriented self-starter, able to work independently and part of a group.
- Must be proactive, approachable and solution focused.
- Must be able to work in a fast-paced environment, maintaining professionalism at all times.
- Must be flexible and able to work weekends, nights and holidays to support shopping center peak hours of operation and Concierge team needs.
Physical Requirements
- Able to push a Bell cart and lift up to 35 pounds
- Standing up to 8 hours a day in an outdoor environment
- Walking up to 8 hours a day
- Stooping
- Bending up to 4 hours a day
- Working outdoors up to 8 hours a day
- Ability to climb ladders and stairs
- Ability to use a computer
- Ability to multitask
About North American Properties
NAP upholds a professional and deadline‐oriented working environment in an office setting. At NAP, we live our values of Relationships, Ownership, Agility, Strength, and Stability, Courage and Creativity, Empowerment, and Integrity.
North American Properties does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.
We look forward to hearing from you!