CLIENT SERVICES COORDINATOR - CONCIERGE

POSITION SUMMARY

The Concierge Specialist streamlines and enhances the client experience during the front end of the event process by providing a personalized and genuine Cescaphe experience by working closely with them to assist in the wedding planning process and to be the liaison between Cescaphe, the client, and vendors. The Concierge Specialist is an expert in the event industry, providing extensive knowledge relating to Philadelphia based vendors, industry wedding trends, and any Philadelphia happenings that can relate to wedding planning.

This includes (but is not limited to) touring the venue upon request, securing wedding vendors, checking in on a scheduled basis, and providing answers to any questions that may arise.

Additionally, the Concierge Specialist is required to maintain professional working relationships with Cescaphes preferred vendors.

ESSENTIAL DUTIES & RESPONSIBILITIES

Initial Client Meeting

- Responsible for meeting with clients either via scheduled call or in person at their booked venue or our home office (whichever the client prefers) once a contract has been fully executed by the Sales Associate.

- Provides the client with an overview of the Cescaphe planning experience and breakdown the next steps.

- Responsible for documentation and knowledge of the clients needs, style, budget, and concerns.

Securing Vendors (after initial meeting)

- Responsible for working with the client to secure event vendors: AV, Hotel Room Block, Transportation, Floral & Decor, Entertainment, Photographer, Videographer etc.

- Provides the client with an extensive list of vendor options that have been selected based on their specific needs and our historical knowledge of their quality, price and other related client value considerations.

- Answer any questions that the client may have and connects the client directly with outside vendors.

- Ensures vendors have successfully connected with the client through continuous check-ins until confident that connection has occurred.

- Create a vendor contact sheet for the client that includes all pertinent information relating to their selected vendors.

- Responsible for working with Director to develop partnerships with new vendors as well as maintaining positive working relationships with our existing preferred vendors.

- Collaborate with vendors to assure our clients have the best planning experience possible.

- Responsible for maintaining accurate up-to-date vendor information to our clients by maintaining positive relationships with vendors to ensure awareness of updates and changes to their services.

- Communication

- Must provide prompt upbeat responses to clients via phone and email.

- Must schedule touch-points with clients throughout the planning phase (12-18 months).

- Provides impeccable service to our clients to assure they feel truly valued by our Cescaphe team for the entire duration of their planning process.

- Participates in weekly meetings with the Corporate Event Planning team.

- Must stay informed on industry trends and new happenings within the City of Philadelphia to maintain relevancy and be their first to know source.

- Send vendor survey to your clients at the conclusion of the wedding, record information received and report feedback to the Cescaphe team and vendor(s).

- Event Manager Transition

- Responsible for making an introduction between the Event Manager and client, once Event Manager has been assigned.

- Responsible for providing the clients information to the Event Manager for a seamlessly transition, with all major questions answered and the file completely organized.

- The Event

- Maintain continuous contact with the client regarding vendor-related questions up until (and after) their event day.

- Handle additional support as needs may arise.

- This job description is not intended to cover or include all of the tasks, duties or responsibilities that the employee may be required to perform. Job duties and responsibilities can change at any time with or without notice.

Qualifications

Required Education:
- Bachelor's degree in Hospitality Management, Business Administration, or a related field preferred.

Required Experience:
- Minimum of 2 years of experience in a client-facing role within the hospitality or event management industry.
- Proven track record of successfully coordinating and executing events or concierge services.
- Experience working in a fast-paced environment, managing multiple tasks simultaneously.

Required Skills and Abilities:
- Exceptional communication and interpersonal skills to effectively interact with clients, vendors, and team members.
- Strong organizational skills with the ability to prioritize and manage time efficiently.
- Detail-oriented with a keen eye for ensuring the highest level of service and client satisfaction.
- Proficiency in using event management software and Microsoft Office Suite.
- Ability to remain calm and composed under pressure while delivering exceptional service.
- Problem-solving skills to address and resolve client concerns promptly and effectively.
- Flexibility to work evenings, weekends, and holidays as required by event schedules.