UNIVERSITY OF SOUTHERN CALIFORNIA
Concierge, Auxiliary Services
Job Code: 143013
Grade:
G
OT Eligible:
Yes
Comp Approval:
2/1/2011
JOB SUMMARY:
Acts as an ambassador for the facility, the university, and the city. Greets guests and serves their
needs. Provides information and special services to enhance guests' visits. Assists guests
throughout their stay. Makes recommendations for services based on guest needs.
JOB ACCOUNTABILITIES:
*E/M/NA
% TIME
______
______ Acts as an ambassador for the facility, the university, and the city by serving the
needs of guests. Provides accurate information and appropriate special services
to enhance guests' visits, such as hours of facility operation, business services,
directions to local attractions or meeting rooms, reservations, transportation
availability, etc. according to individual needs. Communicates with guests to
assess needs and provides options and information.
______
______ Anticipates potential problems and seeks resolution to problems as they arise in
an effective and efficient manner.
______
______ Provides a wide range of pamphlets and brochures available for guests. Makes
recommendations about activities that suit the guest. Provides maps to provide
guests with maps and travel information as well as locations of other facilities.
______
______ Assists with obtaining tickets, setting appointments, and making reservations for
guests as needed.
______
______ Develops and maintains a network of contacts both internal and external, to
facilitate services for guests.
______
______ Maintains currency with amenities, services, events, transportation, etc. for facility
and the surrounding area.
______
______ Responds to guest complaints, conducts research to develop the most effective
solutions and negotiates results. Listens and assists in resolving problems.
Follows through to ensure guests’ complaints are resolved adequately. Maintains
confidentiality of any guest information.
______
______ Composes correspondence, memorandums and other materials, as needed.
Provides administrative support, as assigned.
______
______ Ensures public areas of facility remain clean, well stocked and a welcoming
environment.
Performs other related duties as assigned or requested. The university reserves
the right to add or change duties at any time.
*Select E (ESSENTIAL), M (MARGINAL) or NA (NON-APPLICABLE) to denote importance of
each job function to position.
EMERGENCY RESPONSE/RECOVERY:
Essential:
No
Concierge, Auxiliary Services - Job Code: 143013
Page 2
Yes In the event of an emergency, the employee holding this position is required to
“report to duty” in accordance with the university’s Emergency Operations Plan
and/or the employee’s department’s emergency response and/or recovery
plans. Familiarity with those plans and regular training to implement those
plans is required. During or immediately following an emergency, the employee
will be notified to assist in the emergency response efforts, and mobilize other
staff members if needed.
JOB QUALIFICATIONS:
Minimum Education:
Associate's degree
Combined experience/education as substitute for minimum education
Minimum Experience:
2 years
Minimum Field of Expertise:
Customer service experience. Demonstrated excellent interpersonal, problem solving,
organizational, written and verbal communication skills. Ability to multi-task and pay
attention to details. In-depth knowledge of the surrounding area and special events and
attractions.
Preferred Education:
Bachelor's degree
Preferred Experience:
5 years
Preferred Field of Expertise:
In-depth knowledge of facility.
Skills: Administrative:
Communicate with others to gather information
Compose letters
Coordinate meetings
Customer service
Edit routine documents
Gather data
Input data
Maintain filing systems
Prioritize different projects
Research information
Schedule appointments
Understand and apply policies and procedures
Use database and/or word processing software
Skills: Other:
Active listening
Knowledge of applicable laws/policies/principles/etc.
Networking
Organization
Concierge, Auxiliary Services - Job Code: 143013
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Planning
Problem identification and resolution
Project management
Scheduling
Skills: Machine/Equipment:
Calculator
Computer network (department or school)
Computer network (university)
Computer peripheral equipment
Fax
Personal computer
Photocopier
Supervises: Level:
May oversee student, temporary and/or resource workers.
Comments:
No set schedule. Will be required to work weekends, evenings, overtime and/or holidays
based on business necessity.
SIGNATURES:
Employee: _____________________________________ Date:_____________________________
Supervisor: ____________________________________ Date:_____________________________
The above statements are intended to describe the general nature and level of work being
performed. They are not intended to be construed as an exhaustive list of all responsibilities,
duties and skills required of personnel so classified.
The University of Southern California is an Equal Opportunity Employer