Position Summary
The Customer Service Concierge is a welcoming and professional first point of contact for shoppers, tenants, contractors, and visitors at Marlborough Mall. The Concierge provides friendly, knowledgeable assistance while helping ensure that the Customer Service Desk operates efficiently and effectively throughout the day.
The ideal candidate is approachable, service-oriented, calm under pressure, and comfortable assisting a wide range of people and requests. This position supports day-to-day property operations by providing information, coordinating tenant requests, assisting with maintenance inquiries, and communicating important information throughout the property.
The Concierge also plays an important supporting role during emergencies and other situations requiring assistance from the Security team. The position requires good judgment and situational awareness, with the ability to recognize concerns, communicate information promptly, and assist customers and tenants under the direction of Security and Management.
Key Objectives
1. Deliver an Exceptional Customer Experience
Create a welcoming, helpful, and professional experience for everyone who approaches the Customer Service Desk. Provide clear information, directions, assistance, and solutions whenever possible, while ensuring customers, tenants, contractors, and visitors feel respected and supported.
2. Support Emergency Response and Property Safety
Provide calm and appropriate assistance during building emergencies, fire alarms, evacuations, or other situations requiring additional support. Work under the direction of the Security team and emergency personnel to help communicate information, direct members of the public, and support a safe and orderly response.
3. Support Tenants and Day-to-Day Property Operations
Act as a helpful connection between tenants, Property Management, Maintenance, Security, and other departments. Receive and document requests, provide appropriate information, and ensure matters are directed to the correct department or individual for follow-up.
Key Responsibilities
Customer Service & Hospitality
- Provide friendly, professional, and knowledgeable customer service to shoppers, tenants, visitors, contractors, and other stakeholders.
- Maintain a welcoming, organized, and professional Customer Service Desk.
- Provide directions and information regarding stores, services, offices, medical suites, and other locations within the property.
- Respond to customer questions and requests in a helpful and courteous manner.
- Receive customer and tenant concerns and assist in determining the appropriate next step.
- Maintain a positive and approachable presence at the Customer Service Desk.
Tenant & Maintenance Support
- Receive maintenance and repair requests from retail and commercial tenants.
- Record requests accurately in the appropriate property system or log.
- Connect tenants with the Maintenance Department or appropriate on-duty personnel.
- Assist with communication between tenants, Property Management, Maintenance, and Security as required.
- Follow up on requests when appropriate to help ensure they are directed to the appropriate resource.
Emergency & Safety Support
- Assist Security and Management during fire alarms, building evacuations, and other emergencies.
- Under the direction of Security and fire wardens, assist in guiding shoppers, tenants, and visitors toward designated exits and exterior muster areas.
- Remain calm and professional when assisting the public during an emergency.
- Promptly communicate safety concerns, disturbances, hazards, or other situations requiring Security attention.
- Contact the appropriate Security personnel using established communication procedures when assistance is required.
- Support the Security team without assuming responsibilities outside the scope of the Concierge position.
Customer Concern & Incident Support
- Listen to and document customer or tenant concerns in a professional and respectful manner.
- Escalate significant customer service, operational, or safety concerns to the appropriate Supervisor or department.
- Record relevant incidents, requests, and notable occurrences objectively and accurately.
- Complete required documentation before the end of the scheduled shift.
Daily Activity Reporting
- Complete a Daily Activity Report as required.
- Summarize customer service activities, access requests, tenant requests, maintenance referrals, communications, and notable occurrences.
- Submit reports to the designated Supervisor at the end of the business day.
Confidentiality & Security
The Concierge is trusted with confidential property and tenant information and is expected to maintain a high standard of professionalism and discretion.
- Protect confidential tenant, customer, employee, and property information.
- Follow all applicable company confidentiality requirements.
- Do not release, display, or provide access to CCTV footage or surveillance information to unauthorized individuals.
- Direct requests for surveillance information, subpoenas, or other related inquiries to the Security Supervisor/Manager or designated Management representative.
- Follow all established procedures regarding access control, reporting, confidentiality, and information security.
Work Environment & Requirements
- The primary work location is the central Customer Service Desk within the main corridor of Marlborough Mall.
- The position requires a consistent and professional presence at the Customer Service Desk during scheduled mall operating hours.
- Professional business attire or uniform is required as directed by Management.
- The position uses telephone, computer, access control, and internal communication/radio systems.
- The Concierge must be comfortable interacting with the public throughout the day and handling a variety of customer service inquiries.
- Emergency situations may require the Concierge to leave the Customer Service Desk and assist in corridors, exits, or other areas of the property.
- The successful candidate must demonstrate sound judgment, professionalism, discretion, reliability, and the ability to remain calm and helpful in changing circumstances.
Ideal Candidate
The successful candidate will be:
- Friendly, approachable, and genuinely customer-service focused.
- Professional and confident when interacting with the public.
- A strong communicator with excellent interpersonal skills.
- Patient and respectful when dealing with questions, complaints, or challenging situations.
- Organized and able to manage multiple requests throughout the day.
- Comfortable working independently while also being part of a larger Property Management and Security team.
- Calm and composed during emergencies or unexpected situations.
- Discreet and respectful when handling confidential information.
- Reliable, attentive, and committed to creating a positive experience for shoppers, tenants, and visitors.
The Customer Service Concierge is first and foremost a customer service representative and ambassador for Marlborough Mall, while providing valuable operational, safety, and emergency support to the property team.
Work Location: In person
