Campus Concierge

SUMMARY/OBJECTIVE

The Campus Concierge serves as a liaison, support network, and public face for Flagler College, servicing parents and family members, as well as students, employees, and other constituents. The Campus Concierge will exemplify professionalism and superior customer service skills, providing each person with a sense of community. This position will play a vital role in helping the College with customer satisfaction and student retention, as well as increasing parent and family involvement.

In addition, the Campus Concierge will be responsible for the goals, processes, and protocols/policies of the College’s Concierge Service, as well as mentoring and managing student employees with the goal of providing 5-star customer service to all students, faculty, staff, visitors, and community members.

The Campus Concierge will uphold our service philosophy: We enrich lives by creating a thoughtful, personalized experience in a supportive educational community. The Campus Concierge must be able to thrive in a social environment and deal with different types of people on a daily basis.

ESSENTIAL FUNCTIONS:

Principal Duties and Responsibilities

• Serve as the public face and direct contact for parents and family members of the College who have questions, issues, or concerns relating to the College.
• Formulate and maintain strong relationships with other College offices in order to obtain information and gain knowledge.
• Manage and assist parents as they adjust to the transition of parenting a college-aged student by providing up-to-date information and resources, including educational/enrichment opportunities, the parent handbook, and the College website.
• Monitor, assess, and enhance the level of “family-friendliness” of the College.
• Develop and manage a College Concierge service with student employees who will serve as a “one-stop shop” for students, faculty, staff, and other constituents to obtain answers to questions, make requests for services such as maintenance, security, and address campus issues/problems. This will include developing policies, procedures, and training.
• Maintain and update the College’s Parent Portal and write, edit, and send regular parent newsletters in conjunction with Marketing and Communications.
• Work closely with the College’s Parents Leadership Council.
• Partner with appropriate offices to assist in making Family Weekend a success.
• Monitor and respond to social media channels, emails, college chat & ticket service, voicemail, and direct phone calls.

Qualifications

MINIMUM QUALIFICATIONS

• Ability to support and exhibit the Colleges Service Standards by being: Courteous, Responsive, Accessible, and Collaborative
• Excellent customer service skills, providing unmatched customer service to all parents, visitors, students, faculty, and staff.
• Strong skills in strategy and team building.
• Manage students, parents, employees, and visitors (and their expectations) when addressing their requests.
• Hospitality/Customer Service background
• Data analytics/metrics gathering and reporting in order to continuously improve the services provided by making data-based decisions.
• Work some weekends, evenings, and during special events.
• Execute multiple projects and job functions with efficiency.
• Provide point-of-pickup service to the campus community (floral delivery, food delivery, etc.)
• Excellent verbal and written communication skills
• Form good working relationships with community organizations and businesses.

Education Required

• Bachelor’s degree with 3-5 years of experience in the hospitality or service industry.

CHARACTERISTICS PREFERRED

• Excellent communication. Must speak clearly and maintain a positive tone with a helpful attitude.
• Good listener. Ability to clearly listen to client requests in order to provide them with a positive experience and to proactively identify any particular support they may require.
• Exceptional Customer Service. The coordinator is the “face of the College" and therefore must be extremely welcoming, greeting each client with a smile and a kind word.
• Organized problem-solver. Ability to prioritize clients/issues and multi-task, serving many clients. Able to maintain professionalism while juggling many tasks. Quick to address and solve problems.
• Knowledge-seeking. Must know the College and local area regarding events, services, departments, personnel, buildings, academic calendar, etc.
• Professional. Representing the College, and interacting with clients with a demeanor that will make clients and direct reports trust them and their guidance/suggestions.
• Management and Mentoring. The coordinator will be able to build and develop professional skills, in their student worker, in public speaking, solution finding, time management, and customer service.
• Computer: Computer literate, MS Office

Non-Discrimination Statement

Flagler College provides equal employment opportunities to all employees and applicants for employment without regard to race, color, gender, religion, national origin, age, disability, marital status, familial status, sexual orientation, gender identity or expression, or any other protected characteristic. In addition to federal law requirements, Flagler College complies with applicable state and local laws governing nondiscrimination in employment in every location in which the College has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Inquiries regarding discrimination on the basis of sex and gender may be referred to the Title IX Coordinator, to the Assistant Secretary for Civil Rights at the United States Department of Education Office for Civil Rights (OCR), or both. Contact information for the above referenced Title IX Coordinator and OCR, as well as the Colleges Sexual Harassment Policy can be found here: www.flagler.edu/title-ix.