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WHAT YOU’LL DO
We are looking for a dynamic and driven, team-centric individual who thrives in a fast-paced and challenging environment. The WAS Concierge Senior Specialist position is a highly visible role, serving as the first point of contact for all clients and visitors to BCG’s WAS office. As a key member of our guest services team, this role is essential to the culture of the WAS office and is based in-office Monday through Friday.
Key responsibilities of this role include:
• Working in collaboration with the Office Experience Team to ensure the smooth day-to-day operation and consistently high level of customer experience and support services for the WAS office concierge services.
• Working with the Office Experience Senior Manager to develop, implement, and manage initiatives that improve the Concierge services provided for all staff and clients alike.
• Deliver comprehensive training and support to junior team members, updating trainings materials, offering mentorship and feedback to ensure the consistent provision of excellent Concierge Services.
• Creating processes to capture, document, and maintain information relevant to Concierge Services
• Analyzing data to determine trends and potential areas for improvement to inform recommendations to OE Line Manager about space usage.
• Coordinating in-office meetings, collaborating with the OE Team to ensure a high level of customer service and seamless logistical support for every detail including catering, room reservation, room set-up, coordination of AV needs with the IT Team, meeting needs of visitors.
• Managing Digital Tools, such as internal security system, room reservation software, and digital signage
• Greeting and directing visitors professionally, offering amenities, providing visitor guides, and handling car services and parking validation
• Regularly monitoring the concierge inbox for guest space, conference room reservations, and visitor access requests
• Overseeing access badge process for staff and visitors, liaising with building security to ensure seamless entry, and ensure compliance with security audits and protocols.
• Providing backup to the other members of the Office Experience Team as necessary, including Concierge Specialist, Office Experience and Events teammates, especially on days with multiple internal events
YOU’RE GOOD AT
• Making judgment calls – you’re highly professional and diplomatic, you know when to ask for help or advice, and you are perceptive and practical.
• Building strong working relationships with a broad and diverse set of stakeholders – both senior and junior. You are continually looking outwards, and you have a client service mentality that drives your behavior.
• Displaying a high degree of flexibility in a fast-paced environment. You manage and balance changing priorities seamlessly and are levelheaded under stress.
• Creatively finding solutions and innovative approaches to solve problems. You proactively identify issues and independently solve difficult problems by applying broad knowledge and experience. You have a strong intellectual curiosity and you’re a creative thinker interested in the bigger picture.
• Leading by example and influence. You are an excellent partner and coach to your teammates.
• Driving culture and positive and supportive team dynamics.
• Driving the business forward by connecting the dots.
• Demonstrating strong organizational skills. You are excellent at time and project management, have clear systems and composure to deal with multiple tasks at once and ensure everything gets done in a timely manner.
• Committing to improving the status quo – we respect and hire people who are willing to ask questions or make suggestions, even if it is turned down.
• Being Self-motivated – a “can-do” attitude with an entrepreneurial spirit and a desire to take on an increasing level of responsibilities.
YOU BRING (EXPERIENCE & QUALIFICATIONS)
• A Bachelor’s degree or a minimum of 3-5 years’ experience in a fast-paced environment, ideally within a professional services context.
• Strong service orientation and hospitality mindset, sensitivity to responding to customer needs.
• Strong attention to detail and accuracy, particularly when under pressure.
• Ability to work periodic overtime hours as needed.
• Excellent communication, analytical, and stakeholder engagement skills.
• An “up for anything” attitude and willingness to go above and beyond what is written in this job description.
• A high degree of integrity, a positive attitude, and the ability to maintain absolute confidentiality.
• A strong work ethic and positive attitude. You exude calm under pressure and drive consensus in tough moments.
• Proficiency in Windows, Word, Excel, PowerPoint, Outlook, and ability to quickly learn new applications and technology tools.
YOU’LL WORK WITH
The WAS Office Experience Team is the backbone of the Washington and FED offices, providing support through Concierge, Meeting Support, Affiliation and Facilities roles. This role reports to the Office Experience Senior Manager.
Our business management and operations team members work to ensure that BCG is running smoothly, efficiently, and productively. We are made up of executive and administrative (or case team) assistants, visual service artists, receptionists, facilities staff, and the team leaders and office coordinators who manage these operations and business management jobs.
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