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Santana Row Concierge Manager

San Jose, CA

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  • JOB ID 2021-1604
  • Customer Service/Support

Overview

The Santana Row Concierge serve as the primary point of contact for Guests who are seeking information and gift ideas, dining and spa reservations, promotion details and supporting property-wide events. We are looking for an enthusiastic individual who can, under the direction of the Marketing Department, inspire the Santana Row Concierge team to achieve and provide exceptional customer service to shoppers, residents, merchants and the general public. The Santana Row Concierge team is responsible for providing shopping information, processing gift card purchases; restaurant reservations, and other services as directed by the Marketing Department.  The manager will be expected to interact and foster communication efforts with (and between) all Santana Row departments.

 

Federal Realty Investment Trust is a proven leader in the ownership, operation, development and redevelopment of premium retail real estate in the country's best markets. We consider ourselves one of the most innovative and dynamic real estate companies one can work with. Interested candidates who research Federal learn about our high-quality community shopping center and mixed-use property portfolio. Federal’s well-respected real estate investment and management team delivers a significant combination of modest and large, value-add investments that can make working at Federal rewarding. While Federal is one of the largest publicly traded real estate investment trusts in the country, as measured by the value of our assets, we're functionally a small company by most standards and we operate that way. Team members with initiative and proven ability get involved in many facets of executing Federal’s business plan. We encourage you to look us up on LinkedIn and follow Federal Realty Investment Trust.

Responsibilities

  • Deliver outstanding customer service to our guests speaking knowledgeably about our amenities
  • Maintain Concierge employee work schedules, delegate responsibilities to employees and provide oversight and direction. Supervise and manage up to 3-5 employees year-round
  • Maintains a strong rapport with Santana Row merchants
  • Maintains a thorough knowledge of Santana Row services, amenities and merchants
  • Serves as a Santana Row expert on merchant information including product offerings, events, hours, and services
  • Manage the Santana Row gift card program and execute accordingly. Sign up new Santana Row merchants in program
  • Creates monthly gift card reconciliation reports and submits to accounting
  • Assists marketing department with implementation and execution of marketing programs and special events (wine strolls, gift-with-purchase promotions, etc)
  • Makes weekly visits to merchants- film and photograph inside 3-5 merchants per week for social media content. All images to be shared to marketing team each week
  • Tracks and maintains inventory of marketing collateral utilized at Concierge Center
  • Operates all equipment at Concierge to include phones, computer, gift card system, text message marketing program and printers
  • Writes and distributes the Santana Row monthly newsletters to residents, merchants, and office employees
  • Maintains property signage (Sidewalk & Elevator)
  • Creates and manage the yearly operating budget for the Concierge 
  • Maintains relationship with the Silicon Valley Concierge Association and manages Annual Concierge Event

Qualifications

  • 3+ years of experience in hospitality/customer service, as a concierge, or other relevant role is required
  • Must demonstrate strong conflict resolution skills
  • Must be able to work in a fast-paced environment, maintaining professionalism at all times
  • Must demonstrate strong oral and written communication skills
  • Must be proactive, positive and approachable
  • Must have cash handling experience
  • Must have prior supervisory experience
  • Must be flexible and able to work weekends, nights and holidays as needed
  • Comfortable using various technology platforms including Eventbrite, Facebook, Instagram, Twitter, and Yelp

Federal Realty Investment Trust is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability, or protected Veteran status.

 

Federal Realty Investment Trust does not accept unsolicited resumes through or from search firms or staffing agencies. All unsolicited resumes will be considered the property of Federal Realty Investment Trust and Federal Realty Investment Trust will not be obligated to pay a placement fee.

 

If you are unable to submit your application online, please call 301-998-8100.