Responsible for the care and comfort of customers, providing a unique customer experience based off individual preferences. Serves as the customer's on-site resource for hotel, transportation, meal reservations and additional requests from the customer prior to and during their visit. Welcomes visitors, employees and customers and directs them to the proper contact. The Concierge engages in numerous face-to-face, telephonic and written exchanges throughout the course of their responsibilities. The anticipated effect is to help nurture a strong desire in the customer to return to the Textron Aviation Service facility. The concierge is a key liaison-building asset to management and enlightens management of concerns, trends and insight gained through customer interactions.
Ensure Customer Business Center and lobby is clean, organized and inviting. Including the assurance that equipment and furniture is presentable in customer accessible areas.
Provide strong customer coordination and aspiration to provide excellent service to all customers at all times.
Follows proper phone procedures and etiquette, no cold transfers.
Ensure refreshment area is clean and stocked.
Ensure magazine racks are stocked, neat and up to date.
Greet customers in a friendly and consistent manner.
Provide customers with assigned work spaces and internet access information, as requested.
Provide customer assistance in obtaining reservations for transportation, lodging, meals etc.
Offer information on local attractions, restaurants, and events in the area.
Oversees utilization of courtesy car, per approved standard operating procedure.
Ensures all visitors sign in and wear corporate approved visitor badge.
Meet with local accommodations and attractions annually to negotiate corporate discounted rates for customers.
Flight following duties via FlightAware FBO Toolbox; to include but not limited to inbound and departing customers.
Continuously maintain Salesforce customer preferences data and input.
Proactively update and maintain visitor log input in customer preference data base, currently View360, with input from Customer Service Representative's for each departing customer.
Assists in administrative duties as required.
High school diploma or equivalent.
Minimum 2 years Customer Service Experience.
Computer experience in Microsoft Office, specifically Word, Excel, Outlook and PowerPoint.
Customer relations and interpersonal skills.
Administrative abilities including computer, typing and organizational skills.
Ability to focus on details and work in a fast paced environment.
Professional attitude and ability to accept instructions and directions.
Unrestricted abilities to perform all assigned job tasks in a safe and efficient manner.
Excellent communication skills verbal and written.
Professional presence and telephone etiquette.
Safety conscious and service oriented knowledge.
Some knowledge of FAA requirements and aviation is preferred.
The above statements are intended to describe the general nature and level of work being performed by employees assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.