Guest Experience Concierge (Full-Time) - Related

Related Southeast is the brain, heart and soul of downtown West Palm. We are a collaborative force driven by expertise, ingenuity and passion. We pay attention to our tenants and guests in a way that shatters tradition. We understand who they need us to be and where they need us to be, even before they do. Equipped with an ever expanding range of amenities and resources, we strive to help our tenants be productive and happy. Wherever we are today, we are committed to be in a better place tomorrow. Where do we draw the line? We don’t.

The Brand Ambassador is the associate in charge of greeting, welcoming, and assisting employees, tenants, owners, guests, and visitors throughout multiple Related Southeast Commercial properties; they set the tone of the experience each customer is going to have as they cross the property’s threshold. The Brand Ambassador post is positioned strategically throughout neighborhood to best serve the customers who visit and experience it. The post may be in the plaza of their specific building, when the weather allows, or right inside the revolving doors of their lobbies during inclement weather. Other posts are in our Guest Services center and/or CityPlace.

In addition to setting the tone, brand ambassadors curate experiences for our customers, weaving together meaningful activities based on what they have learned during their interactions with guests. The brand ambassador is responsible for driving foot traffic into our properties, generating interest in our retailers and the product and services they offer, making dinner reservations, speaking about featured artists, securing ground transportation to and from our office collection, and for following up with customers as they conclude their visit. In short, brand ambassadors are the first and last team member every customer encounters as they enter and leave the neighborhood.

Service, Sales, and Client Development

• Welcome and greet tenants, guests, visitors, and owners to the building.
• Generate excitement about Related in those who inquire.
• Model brand behaviors for coworkers, guests, and tenants.
• Provide exceptional customer service by anticipating needs and remaining focused on the customer.
• Conduct meaningful conversations to drive business into our Commercial spaces, including but not limited to restaurant reservations/ recommendations, sales conversions, etc.
• Answer questions in story form regarding the buildings, neighborhood, or Related Southeast development.
• Develop strong relationships with coworkers, owners, and tenants.
• Provide wayfinding details to guests and visitors.
• Record meaningful customer data for the purpose of building relationships and personalizing future client opportunities.
• Develop of book of business.
• Provide reports with anecdotal evidence of conversions.

Teamwork

• Be aware of the impact of behavior on others.
• Work as a positive team player to surpass individual and group expectations.
• Collaborate with UG2 staff to ensure the pristine condition of the property.
• Welcome feedback and adapt behaviors as appropriate.

Operations

• Monitor plazas and lobbies for cleanliness and general upkeep.
• Provide morning reports about the status of property to the property management team.
• Enter work orders that may arise on the spot through our digital platform.
• Set up stations (e.g. stands, tables, chairs, etc.) for promotional activities in plazas and lobbies.
• Uphold security guidelines and collaborate with security to prevent unauthorized entries.
• Participate in and conduct customer experience huddles.
• Assist with event execution, partnering with vendor teams as necessary.
• Additional responsibilities as designated by management.

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Key Role Skill Set

• Superior intentional observation skills.
• Hosting and anticipating guest and tenant needs.
• Strong memory and/or organizational method for tracking customer preferences and names.
• Self-motivating to incorporate changing priorities.
• Exceptional verbal and written communication skills.
• Impeccable phone etiquette.
• Capacity to adapt and overcome challenging situations.
• Build rapport quickly and effectively with customers and colleagues.
• Strong critical thinking skills, particularly around problem solving.
• Ability to continuously improve and seek growth.
• Juggle technology and interpersonal communication seamlessly.
• Planning and organizing for large events.
• Strong sense of professionalism reflected in daily appearance, posture, and preparedness.
• Effectively incorporate coaching feedback.
• Maintain a calm and professional demeanor while under pressure.

Education and Professional Qualifications

• Minimum of bachelor’s degree, preference in Hospitality, Entertainment.
• Possess technological skills to operate Microsoft Office programs and a variety of other platforms.
• Flexibility to work non-traditional hours, including days, nights, weekends, and holidays.
• Minimum three years in service and/or sales industry preferred.

Related Companies is an equal opportunity employer.

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Formed in 1972, Related is the most prominent privately-owned real estate firm in the United States. Headquartered in New York City, the company has offices and major developments across the world. Related owns and manages a premier portfolio of assets valued at over $60 billion, including the 28-acre Hudson Yards neighborhood on Manhattan’s West Side.

Related believes in investing in its talent and cultivates a positive, team-oriented environment where every voice is valued. Employees are encouraged to boldly take on new challenges, transcend the status quo, and demonstrate strong entrepreneurial spirit. In its relentless commitment to excellence, Related works to foster an innovative approach in its team members so that they can positively impact the communities in which they conduct business. Learn more about Related at www.related.com.

Related Ross is dedicated to building well-connected and culturally enriched communities. For over two decades, Related Ross has worked to develop dynamic neighborhoods that are inclusive, innovative, and vibrant. With completed and ongoing developments in West Palm Beach, including The Square, 360 Rosemary, and One Flagler, Related Ross is making long-term investments to transform and support local communities. Learn more about Related Ross at https://www.relatedross.com/.