Workplace Concierge Team Lead at Canada Business Unit

ABOUT US

BGIS is a leading provider of customized facility management and real estate services. With a combined team of over 10,000 professionals worldwide, we relentlessly focus on enabling innovation through the services we deliver. We actively seek new opportunities that drive innovation for our clients’ businesses. Globally, we manager over 320 million square feet of client portfolios across 30,000+ locations in North America, Europe, Middle East, Australia, and Asia. For further information, visit www.bgis.com.

OUR CULTURE

At BGIS, our culture is built on three foundational pillars:

1. Culture of Care: We deeply care for each other, our clients, partners, and the communities we serve.
2. High Performing Teams: We go Above and Beyond to deliver exceptional services. INTEGRITY, OWNERSHIP, RESPONSIVENESS, INITIATION, VISIBILITY, DRIVE, and INTEGRATION are core to high performance.
3. Unwavering Commitment to Sustainability: We conduct every action with a focus on preserving our earth. 

SUMMARY

The Workplace Concierge Team Lead oversees a team of Workplace Concierges and is a key coordination point that champions the program ensuring consistent program delivery across multiple floors and buildings.  The Workplace Concierge Team Lead is responsible for transitioning new hires into the program and coordinating back-up support during vacations and other absences.

KEY DUTIES & RESPONSIBILITIES 

Client Support

• High-end client facing role, and the go-to person for the workplace strategy program in the office environment.
• Support customers, visitors and employees in a friendly, knowledgeable and courteous manner at all times.
• Greet visitors, new hires and existing employees to explain the office space and how to work effectively in the space, how to utilize meeting rooms and access reservation system.
• Responsible for the workplace experience in designated lobby/service areas – welcoming employees, assisting with inquiries/questions, building access and badges.
• Have an extensive knowledge of the workplace – technology, meeting rooms, multi-purpose and shared spaces, cafeteria, fitness facility, amenities and places of interest, and be able to communicate these confidently and articulately to employees and guests.
• Assist with minor event planning and meeting space set up (will require ability to lift up to 50 lbs.)
• Submit work orders for maintenance (including technology), workspace or janitorial issues, to ensure timely response and tracking for continuous improvement.
• Ensure workplace health and safety guidelines are followed and report any violations or near-misses to Manager/Client/BGIS partners.
• Primarily a Monday – Friday daytime hours, requiring flexibility in working hours to support special events.

Team Member Support

• Maintains a spreadsheet that tracks BGIS team member absences – vacation, illness, floater, flex days.
• Understands HR policies and how to apply them as they relate to vacation, floater, flex days in or to provide guidance to the team.
• Reviews timesheets to ensure they are accurate and submitted in a timely manner with all appropriate documentation attached. 
• When requested, prepares reports, spreadsheets, meeting minutes as required. These include but are not limited to: Work Order Volume & Status Report, Team Absence Tracking Spreadsheet, Team Meeting(s) Minutes, and Team Performance/Feedback.
• Provides feedback to BGIS Manager regarding team members’ performance as required for annual performance reviews.
• Individual resides at the reception desk on the executive floor.  Answers phone calls, greets visitors, and directs or escorts individuals to meeting spaces on the floor.

KNOWLEDGE & SKILLS

• College diploma or equivalent with 1 to 3 years demonstrated experience.
• Superior customer service skills.
• Strong diplomacy skills.
• Clear and effective communication skills.
• Ability to multi-task and work well under pressure while maintaining a high level of accuracy.
• Manage deadlines effectively in a professional manner.
• Good team leadership skills with ability to exercise sound judgment and provide direction to BGIS team members.
• Portrays a positive “can do” attitude with a sense of urgency and prompt response.
• Pro-active, approachable and solution - focused.
• Travel between buildings within the GTA to attend meetings and provide on-site support. 

Licenses and/or Professional Accreditation

• Must possess a valid driver's license and clean abstract

BGIS is an equal opportunity employer and we welcome you to apply for a position with us! If you require accommodation during the recruitment process, please contact us at askHR. Upon request for accommodation, we will consult with the applicant in question and provide, or arrange for the provision of, a suitable accommodation in a manner that takes into account the applicant’s accessibility needs due to disability.

BGIS est un employeur qui respecte l'égalité des chances et nous vous invitons à postuler pour un poste chez nous ! Si vous avez besoin d'un accommodement pendant le processus de recrutement, veuillez nous contacter à askHR. En cas de demande d'accommodement, nous discuterons avec le candidat en question et fournirons, ou ferons en sorte de fournir, un accommodement approprié d'une manière qui tiendra compte des besoins d'accessibilité du candidat en fonction de son handicap.