In search of an enthusiastic, driven, and fitness motivated team member, for our experience services team on client site in the Portland area. The experience team serves at the center of a broader service model, interfacing across the client organization and integrating with all other building services to ensure timely and seamless delivery of amazing outcomes for the community in a state of the art, fitness building. Not your average front of house, the experience services attendant is all about curating an engaged and motivating fitness experience, responding to a wide variety of on-site requests, and creatively exceeding expectations. The experience attendant will be a key member on a team that anticipates and tackles challenges before they arise to make it easier for individuals to connect to health, and fitness throughout client campus.
*Schedule will be Monday to Friday - 12:30 pm to 9:30 pm PST w/flexibility to work overtime, as needed
What You Do: Responsibilities and essential job functions include but are not limited to the following:
You Create Great Impressions Through:
Executing a seamless, world class, holistic member experience. Creating delightful, and superior welcome, and departure experience for all
Attending to care of member and visitor needs. Maintains consistency to provide equal care for all
Communication and diligent preparation for all events, working with partners and ensuring value, impact, and mission alignment as well as execution without incident
Prioritizes name-knowing to connect and enhance member experience
Ensures that pertinent and on-brand communications are proactively posted, and distributed, as approved or directed through the Experience Lead
Staying informed on the goings-on in the building by being an active member of the community
You Create Great Outcomes Through:
Providing resources to members and connecting them to multiple health facilities to achieve fitness goals
Effectively manage several competing priorities while maintaining excellent customer service
Scheduling and resetting conference rooms and audio visual equipment as needed
Anticipating and resolve obstacles to avoid disruption
Maintaining the welcome desk appearance and equipment
Communicating with Experience Lead and after-hours staff to help resolve any issues that may arise
Communicating opportunities to improve efficiencies and outcomes with Experience Lead
You Create Delight Through:
Consistently creating new opportunities to bring delight into fitness through engagement, events, and surpassing the expected
Responding to member inquiries and concerns. Follows up with members to ensure satisfaction
Informing members of club activities, special events and programs
Coordination of member celebration moments
Familiar with all services within the facility and works with facilities management and human capital teams to facilitate hospitality approach across services
Knowledgeable about the surrounding area, creates opportunities to engage across campus and community, and ensures library of information is updated, proactively distributed, and readily available upon request
Keeps a finger to the pulse of the community (including surrounding area: theatre, sports, concerts, shows, special exhibits, sightseeing) and provides information, ticketing, and reservations for visitors and employees
Where You've Been:
Completed high school and have experience working in customer service, preferably in a fitness environment. Accreditation in fitness desired
Partnering with facilities, food services, security, and technology peers
Carrying out instructions and problem solving to create positive outcomes
Proving that expectations are meant to be exceeded
Fueling curiosity towards the benefits of proven client outcomes
Motivated by fitness with energy, enthusiasm and passion
Communicating with partners across various service lines
Owning and organizing diverse sets of initiatives and completing projects in a timely manner, including under pressure
Deploying mastery of standard and advanced software systems and social media platforms
Physical Aspects of Position (include but are not limited to):
Frequent standing and walking
This position is responsible for providing a variety of personal service needs for employees and visitors. Using advanced skills and knowledge gained through training and experience, this position provides strategy and direction for daily work routines of the Workplace Concierge team(s).
Responsible for fostering a positive, attentive and service-oriented environment. The supervisor, may as needed, work in the capacity of a concierge in a set schedule, while being a support to the team on an on-call status. Supervise and manage the concierge functions and support the concierge team in delivering services to the customer base.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Provides personal services to employees and guests such as arrangement of transportation & travel arrangements, office wayfinding, lobby appearance management, visitor volume tracking & reporting, reception services, visitor refreshments, storytelling & campus tours, meal & activity reservations, guest administrative support (preparation of meeting materials, shipping, coordinate car detailing & on-site car refueling, laundry & dry cleaning services, gift & package orders and other services as needed.
Demonstrates leadership and customer service and reflects a warm friendly, professional greeting to all. Develops training and development sessions for topics such as customer service, handling difficult situations, attention to detail, etc.
Conducts business in a professional, friendly, proficient manner. Confirms with building owners and reps about details for special events such as charity events, pop-up stores, special services, etc.
Manages scheduling and assignments of the concierge team members for special events or assignments.
Maintains records and logs of consolidated service requests and completion status.
Evaluates the concierge responses to assure compliance with all company policies and procedures. Coaches team toward professionalism in responding to routine requests.
Ensures the customer is receiving service excellence and is satisfied with the concierge team's ability to satisfy the customer's request.
Develops the applicable file of services including transportation resources, accommodations, referrals, local business and organizations.
Serves as point-of-contact for the facilities team as representative of the Workplace Concierge team.
Follows security and emergency procedures as defined for the property. Responds to emergency situations in a calm, efficient manner. Summons appropriate assistance and makes appropriate notifications in accordance with operating procedures.
Performs other duties as assigned.
No formal supervisory responsibilities in this position.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and EXPERIENCE
HS Diploma or GED required. Bachelor's degree or professional hospitality accreditations preferred. Prior Customer Service experience required. A minimum of 2 years Front Desk, Concierge, customer service or other hospitality experience is preferred.
CERTIFICATES and/or LICENSES
Ability to comprehend and interpret instructions, short correspondence, and memos and ask clarifying questions to ensure understanding. Ability to write routine reports and correspondence. Ability to respond to common inquiries or complaints from clients, co-workers, and/or supervisor. Ability to effectively present information to an internal department and/or large groups of employees.
Comfortable meeting and engaging with new people.
Warm and engaging demeanor. Ability to assess circumstances, empathize and offer help.
Requires basic knowledge of financial terms and principles. Ability to calculate simple figures such as percentages.
Ability to understand and carry out general instructions in standard situations. Ability to solve problems in standard situations. Requires basic analytical skills.
OTHER SKILLS and ABILITIES
Intermediate skills with Microsoft Office Suite, handheld mobile technologies and applications; .
Good organizational skills. Ability to work flexible work schedules based on office needs. Physical ability to assist. Able to lift 30 lbs. Strong problem-solving skills. Highly adaptable and flexible. Strong knowledge of the surrounding area and all recreational, hospitality and business related information. Ability to work independently with little supervision.
SCOPE OF RESPONSIBILITY
Decisions made with general understanding of procedures and company policies to achieve set results and deadlines. Errors in judgment may cause short-term impact to co-workers and supervisor.
1. Complete at a satisfactory level all required and assigned HSE training 2. Follow all activity policies and procedures, including all HSE related requirements at all times 3. Participate in all HSE related programs & activities as required, including incident investigations, interviews, auditing and assessment, etc. 4. Report any condition which you feel could result in an accident or injury and / or stop work if required
In addition: 1. Be aware of and understand all safe work practices and procedures and potential hazards associated with the work environment 2. Maintain and wear at all times required appropriate personal protective equipment (PPE) 3. Apply appropriate material handling techniques at all times, 4. Only operate warehouse equipment and machinery (e.g. pallet jacks, manlifts, etc.) if properly trained, qualified and authorized to do so
Internal Number: 19009811
With broader and deeper capabilities than any other company, CBRE is the leading full-service real estate services and investment organization in the world.
CBRE Group, Inc. is the world’s largest commercial real estate services and investment firm, with 2017 revenues of $14.2 billion and more than 80,000 employees (excluding affiliate offices). CBRE has been included in the Fortune 500 since 2008, ranking #214 in 2017. It also has been voted the industry’s top brand by the Lipsey Company for 17 consecutive years, and has been named one of Fortune’s “Most Admired Companies” in the real estate sector for six years in a row. Its shares trade on the New York Stock Exchange under the symbol “CBRE.”
CBRE offers a broad range of integrated services, including facilities, transaction and project management; property management; investment management; appraisal and valuation; property leasing; strategic consulting; property sales; mortgage services and development services.