When you join Hines, you will embark on a career journey fueled by vision and guided by leaders who set the standards of our industry. Our legacy is rooted in innovation and excellence, earning us a spot on Fast Company’s esteemed annual list of the World’s Most Innovative Companies, as well as recognition as one of U.S. News & World Report’s Best Companies to Work For in 2024. Discover endless opportunities to grow and make your mark at Hines.

The Office Concierge is passionate about hospitality and thrives on creating memorable experiences for employees and guests. Reporting into the Space team, the primary responsibility of this role is to support an elevated employee and guest experience by providing exceptional customer service and knowledge in support of Airbnb’s NYC office. You will be onsite 5 days a week and seated at the reception desk as the first point of contact for anyone who enters the space, providing a friendly and warm welcome and getting to know everyone who comes into the office.

You will understand the office inside and out and will have visibility into and an understanding of daily onsite meetings, events, office pilots, and social or team-building activities that have been scheduled in order to provide support to anyone who asks. In addition, you know what's happening in the city and can provide hotel-like concierge services. This critical role will communicate and coordinate with other office operation teams, including Security and IT to deliver an exceptional office experience.

• Partner with the Space team to ensure that the concierge area is appropriately supported, meeting our high standards of hospitality.
• Monitor the Visitor Management System to ensure that you are fully aware of all visitor and tour arrival dates and times; support visitor check in process.
• Work with the Space Manager, Security, and IT to stay up to date on office activities, policies, and processes to support a seamless office operations and hosted experience for all visitors to the space.
• Maintain a full understanding of the inner workings of the office to guide employees and visitors as needed.
• Serve as the main point of contact in handling all employee and visitor inquiries and requests (directional assistance, white glove service such as physically walking employees/visitors to their meeting rooms, handling luggage, outgoing mail assistance, assisting with meeting room changes and meal ordering guidance as needed).
• Respond to all employee and visitor requests/complaints/concerns in an accurate and timely manner in person or via the office specific slack channel; making recommendations based on local knowledge and Airbnb guidelines. 
• Ensures any digital signage at the reception is accurate and updates as needed, updating weekly “what’s happening in the office” signage.
• Curate and maintain an accurate and updated database and physical collateral for local office FAQs, local restaurants, experiences, pharmacies, transport options, maps, and other local activities available in the city.
• As needed, partner with Venue Coordinator to support event-related logistics and coordination including room setups and teardowns, booking day-of meeting room requests, processing event coordination tickets, and retrieving supplies for meeting needs.
• Order and manage office supplies.
• Maintain customer-facing office information on the internal website.
• Take a hands-on approach to addressing real-time problems and opportunities.
• Explore new opportunities to engage and improve service.
• Provide administrative support to both the Space Manager and the Venue Coordinator
• Develop a deep understanding of the company's core values and bring them to life each day through being a true host of the office. 
• Attend and participate in regular meetings as led by the Space Manager, and provide coverage for operational partners as assigned
• Adhere to etiquette and service approach as expected of the concierge desk, including maintaining a professional appearance and ensuring coverage of the desk when you need to step away.

To perform this job successfully, an individual must be able to perform the following essential duty satisfactorily. The list below represents some of these essential duties:

• High school diploma from an accredited institution required
• Knowledge of concierge as a function
• Three or more years of experience in the hospitality, customer service, travel and/or events industry
• Strong values of being an exceptional host and creating an environment of inclusivity and belonging
• Knowledge and awareness of concierge, travel, events and food
• Exceptional project management and communication skills
• Strong ability to manage multiple projects simultaneously
• Team player, flexible and easily adaptable to continuous growth and change
• Strong work ethic and integrity
• Passion for hospitality and helping others
• Must be organized and detail-oriented
• Resourceful, observant, and proactive
• Exceptional customer service skills and a strong customer service approach to the work that you do
• Multilingual a plus
• Compensation: $52,500 - $65,600

At Hines, we strive for excellence as a leading global real estate investment manager, driven by our by our belief that real estate is fundamentally about people. Our diverse portfolio spans $93.2 billion¹ of assets across such property types as living, office, retail, mixed-use, logistics and life science projects – all designed to enhance value, connection and inspiration. Our strategic approach integrates local expertise with global knowledge, taking calculated risks aligned with our convictions to exceed expectations and tailor solutions to our clients' needs.

While our projects are renowned for enhancing cities and pioneering sustainable practices, we recognize that the true driving force behind Hines' success is our 5,000 dedicated employees in 30 countries who draw on our 65-year history to build the world forward. This is why we prioritize investing in our people, offering comprehensive training, competitive compensation, robust benefits and generous vacation packages. By centering our focus on the growth and wellbeing of our team, we cultivate an inclusive environment where everyone, including our clients, can thrive.

Hines is proud to be named to Fast Company’s prestigious annual list of the World’s Most Innovative Companies for 2024. ¹Includes both the global Hines organization and RIA AUM as of December 31, 2023.

We are an equal opportunity employer and support workforce diversity.

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