Front Desk Concierge

**Something Extraordinary Every Day**

At Maasmechelen Village, we are looking for a Concierge who will support the daily guest facing village operations within the Concierge Services Team (CST).

The Concierge will fulfil an important role to make all guests feel welcome. Him/her must surpass our guest’s aspirations, making it special right from the start.

The person must also have a thorough & proven understanding of international guest profiles and a strong cultural awareness - ‘Every single guest is unique and special’.

A key element to this role is the understanding of guest needs and the delivery of excellent standards in service and hospitality.

**What is your role**:

- To welcome guests as part of the Concierge Services Team (CST) - delivering excellence in experience for each guest.
- Respond to guests queries via various communication methods including WAB, SMS and telephone to ensure their needs are met.
- Ensure that commitments made by MMV to guests are met by making prompt, clear decisions to resolve issues and by taking responsibility to take the actions required to address these.
- Present the company and job role in a competent and confident way.
- Promote the Village & it’s boutiques, events and any relevant services that may enhance the guest’s journey in Maasmechelen Village.
- Manage guests complaints and feedback, to ensure that all comments are dealt with appropriately, collated and reported to the business in line of continuous improvement.
- Proactively provide feedback through promoting GSS surveys, which will enhance the experience of our guests and further raise our performance above their expectations.

**What are your main responsibilities**:

- Drive for guest service excellence.
- Supporthospitality initiatives continuously improving on these to surprise & delight our guests.
- Support to help drive footfall to targeted boutiques (capture rate) and promote targeted product as well as promote Food & Beverage services.
- Understand, take personal accountability for and proactively live the MMV Vision for ‘world class’ Hospitality & Guest Service.
- Organising VIP Parking.
- Checking of ‘bus’ arrivals & departures with transfer arrival & departure speech.
- Support of following SOP’s (though not exclusively):

- Maintaining Village Occupancy & Social Distancing
- Internal & external queuing, incl. monitor fast lane TIC entrance (Guests with limited mobility/ Elderly people/ VIP guests/Pregnant ladies/ )
- Facial Coverings

**What makes you special**:
Every colleague is an entrepreneur at heart and this drives our organisational culture, which values invention, innovation and risk taking. To be successful with us, you’ll have:

- Good communication skills, delivering with impact & influence.
- Easily collaborates across multi-functional teams, internally and externally.
- Excellent verbal, written, interpersonal skills
- Strong track record of delivering excellence in a luxury environment, which could have been in a combination of Concierge, Tourism, events/PR or Retail settings.
- Demonstrate drive, resilience and flexibility when working in a dynamic a fast paced environment.
- You are flexible in terms of working hours & pattern (including weekends and Bank Holidays).
- Strong organisational skills and the ability to prioritise workloads.
- You can handle stressful situations with ease.
- Interest and knowledge of the local area.
- Intuitively understand the importance of excellence of guest experience / hospitality.
- Easily collaborates across multi-functional teams, internally and externally.
- Fluent in Dutch, French & English. German and any other languages are highly desirable.
- Fully computer literate and competent in regularly preparing various reports

**Why we’re exceptional**:
The key to our success is the quality and commitment of our people. To work in one of the teams at any of the Villages is to play an active role in redefining both the art and the science of retail. This creates a dynamic approach that underpins our ability to anticipate future trends in a fast changing world. In return for your Authenticity, Critical Thinking, Innovation, Passion and Vision, you’ll receive a market conform salary and we’ll also reward you by:

- Looking after you: You’re entitled to 25 days of annual leave, 6 compensation days, Belgium’s Bank Holidays and your birthday off. Plus you get an extra leave if you are getting married or moving. We provide above industry assurances that cover income protection, pension and many more.
- Treating you: discounts throughout our villages and a very generous employee referral bonus.
- Championing you: you’ll be working within a creative and collaborative environment like no other, with the opportunity to develop your professional and personal skills while advancing your career.

**Come and live your story with us**:
The Bicester Collection is made up of 1,200 colleagues of 50 nationalities. We are di