Position Summary:

The Call Center Assistant Concierge Manager is responsible for leading onsite and remote teams of Call Center Concierge ambassadors by example to ensure a five-star, high-quality guest experience over the phone. This position is dedicated to ensuring unparalleled service in all interactions for valued guests. This includes, but is not limited to, service via phone and email. Must be able to multi-task, track and resolve issues to completion, and exhibits professionalism on a consistent basis. Manages the collection of guest feedback, sources solutions and ensures a timely response in conjunction with proper communication of feedback to internal team members, especially the General Managers for the portfolio. The position will provide leadership support; and assistance to the team; train and coach staff as needed and enforce all Caruso policies and procedures. Must demonstrate a willingness and ability to shift priorities as needed. Must be an organized, proactive self-starter, able to research and problem solve, while always maintaining excellent judgment and ethics.

The position reports directly to the Senior Director, Hospitality & Loyalty Services.

Essential functions and responsibilities:

· Greet visitors to the property warmly and with enthusiasm.

· Perform as the magical Santa Claus character, adhering to all the standard storytelling of the traditional American Santa Claus fairytale (including but not limited to North Pole as home, toy workshop, elves as helpers, Mrs. Claus, eight reindeers plus Rudolph, magical sleigh ride on Christmas Eve, etc.).

· Refrain from sharing any personal stories that do not support the magic of the Santa Claus story.

· At any time, The Grove has the right to alter and regulate Santa’s scripting to meet The Americana’s standards.

· Work closely with staff to maximize the guest’s experience and other interactions that make the guest’s visit memorable and one they would like to repeat year after year.

· Distribute any special takeaways to guests, emphasizing that this is a special gift from Santa.

· Follow all instructions from The Grove management personnel.

· Maintain a professional, respectful relationship with all Grove employees

· Follow daily performance schedule as provided at beginning of the Season.

· Maintain the Santa Claus character at all times whenever in the Common Areas of The Grove, including but not limited to the Santa House, exterior and interior Common Areas, Tenant spaces, or any other location where guests may be present.

· Provide a costume for all services performed.

· Go from sitting to standing position throughout the day.

· Sit for extended periods of time.

· Maintain professional decorum in keeping with the timeless nature of the Santa Claus character.

Qualifications required:

· Must have real beard.

· Must provide their own Santa costume.

· Previous Santa experience in a high-volume setting

· Thrives in a fast-paced work environment

· Exceptional communication skills

Physical demands and work environment:

· Able to multi-task and maintain a good temperament during high-pressure situations.

· Sitting up to 8 hours per day.

· Ability to climb stairs.

· Must be flexible and willing to work different shifts as needed, including weekends and nights.

Job Types: Full-time, Part-time

Pay: $75.00 - $80.00 per hour

Benefits:

• 401(k) matching
• Employee assistance program
• Flexible spending account
• Health savings account
• Life insurance
• Parental leave

Schedule:

• 4 hour shift
• 8 hour shift
• Monday to Friday
• Weekend availability

COVID-19 considerations:
COVID-19 vaccination + booster

Ability to commute/relocate:

• Los Angeles, CA 90036: Reliably commute or planning to relocate before starting work (Required)

License/Certification:

• Driver's License (Preferred)

Shift availability:

• Day Shift (Preferred)
• Night Shift (Preferred)

Willingness to travel:

• 25% (Preferred)

Work Location: One location

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