Concierge Manager - Newport on the Levee

Newport, Kentucky

Overview of Job Description

The Concierge Manager will interact with internal and external guests and residents of Newport on the Levee.  Provide unparalleled service, creating and providing a seamless experience for all customers.  The Concierge Manager will service customers both on the phone and in person; providing information in response to inquiries on a variety of calls, having a broad base of knowledge in a wide variety of areas.  The position will provide leadership support; and assistance to the team; train and coach ambassadors as needed and enforce all policies and procedures.

This position will develop the NOTL Card – the unique approach to Concierge – infusing resort-inspired services throughout the entire Newport on the Levee experience. 

Duties and Responsibilities

In order to perform daily duties and responsibilities, the Concierge Manager - Newport on the Levee must:

  • Develop, and retain the best ExperienceMakers that make up the Newport on the Levee Concierge team.
  • Identify and fully develop the inventories of services provided to guests and residents of Newport on the Levee.
  • 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.
  • Partners with the Newport on the Levee 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 Newport on the Levee by supervising the Concierge responsible for this portion of hospitality.
  • Develops relationships with Newport on the Levee’s retail and office tenants and residential communities. Leverages these relationships to build loyalty to Newport on the Levee and devoted fans of the services offered through the NOTL 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 property and off – 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 NOTL card, Concierge hosted events and VIP offerings.
  • Provide leadership support for the Concierge team; including training and ongoing coaching as needed.
  • Coordinate customer, guest, and resident’s needs with other departments as required, ensuring a seamless guest experience.
  • Ensure 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.

Qualifications and Requirements

  • Strong understanding and knowledge of Newport on the Levee, Northern Kentucky and Cincinnati, OH. 
  • Verbal Communication, Listening, Guest Service & Focus, People Skills, Action Oriented, Interpersonal Savvy, Professionalism, Emotional Control.
  • Organized, detail-oriented self-starter, able to work independently and part of a group.
  • Must be flexible and able to work weekends, nights and holidays to support shopping center peak hours of operation and Concierge team needs
  • Proactive, approachable and solution-focused
  • Must be able to work in a fast-paced environment, maintaining professionalism at all times.
  • Ability to multi-task and work well under pressure.
  • 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

This position is located at Newport on the Levee in Newport, Kentucky.  For more information on NOTL, please visit https://www.newportonthelevee.com/ 

We look forward to hearing from you!

ESTD 1954
We develop multifamily, mixed-use, office, student housing, hotel and retail environments all over the US. We’ve done it with stability, strength, and a singular focus on people and the way places affect them since 1954.
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