Job description

Position: Senior Concierge
Job Type: Full-Time Freelancer
Shift: 48 hours per week~ Rest one day a week and one weekend a month
Working from home

About Us:

For over 15 years, Corporate Stays has been the trusted leader in providing exceptional temporary housing solutions across Canada. We are a leading provider of corporate housing solutions, dedicated to delivering exceptional living experiences for business travelers and corporate clients. Our portfolio includes a wide range of high-quality accommodations designed to meet the needs of our clients.

Job Description:

As an Senior Concierge, you will be the embodiment of specialized customer service. Your mission is to warmly welcome and assist our guests, suite owners, and Sales Team to ensure that every aspect of their experience is exceptional. With your commitment to customer satisfaction and expertise in hospitality, you will play a pivotal role in enhancing our guests' stay and promoting our services, as well as effectively manage the concierge team to maintain high quality standards.

Responsibilities include:

1. Employee Development:
Cultivate a collaborative and learning-focused environment that encourages employee growth and skill development.
Facilitate regular customer service and safety training to maintain certifications.

2. Quality Assurance and Feedback:
Implement monitoring and scoring of team members to uphold luxury quality standards.
Provide regular feedback to reservations agents on their performance, offering guidance on improving conversion rates.

3. Exceptional Customer Service:

Provide outstanding customer service by professionally and promptly responding to guest requests.
Address guest questions and concerns via phone, live chat, and ticket systems using Aircall, RMS, and Hubspot apps.
Address any issues or concerns promptly and effectively,

4. Upsell Services for Enhanced Guest Experience:
Proactively identify opportunities to enhance the guest experience by suggesting and upselling additional services, amenities, or experiences that align with their preferences and needs, ensuring that their stay is truly memorable.
Share local information with guests to enrich their stay.
Continuously assess and anticipate customer needs to enhance their experience.

5. Booking Cycle Management:
Accompany guests through the entire booking cycle, offering support and guidance via phone and email.
Assess customer needs and recommend the best products and vacation options to meet those needs.

5. KPI achievements:
Consistently meet and exceed Key Performance Indicators (KPIs) established for the role.
Collaboration with the team leads to feedback regarding strategies for continuous improvement in achieving KPIs.

You are qualified if you are/have:

Experience in supervising or managing teams, with demonstrated abilities to lead, motivate and train staff.
Experience in call center team management
Highly developed commitment to customer satisfaction.
Exceptional personal standards of excellence, a sense of urgency, and demonstrated initiative.
Ability to thrive in a fast-paced environment with minimal supervision and a knack for prioritizing tasks.
Results-oriented with a proven track record of delivering excellent customer service.
Ownership mindset, taking full responsibility for tasks and outcomes.
Quick learner, adept at navigating a multi-application environment, and proficient in effective communication.
Knowledge of customer service/hospitality principles and practices or a minimum of 2 years of experience in a hotel, hospitality, customer service, or sales environment.
C1 English level proficiency in both written and spoken communication, with C2 proficiency preferred. Proficiency in spoken and written French is a plus.
Detail-oriented with a professional attitude.
Resourceful, motivated, and proactive, demonstrating a strong sense of initiative.
Excellent interpersonal and organizational skills, with the ability to multitask effectively