Concierge II

POSITION OVERVIEW & PURPOSE

The Concierge, along with members of the Concierge team, ensures unmatched service to Company residents and guests by maintaining a professional, flexible, helpful environment that meets a variety of customer needs.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Greets all who enter and exit the building with a smile and genuine enthusiasm throughout the day.
• Sets appointments for customers and vendors.
• Provides administrative and hands-on assistance with move ins.
• Provides information on events and activities residents may enjoy.
• Maintains cleanliness and organization of the lobby area.
• Answers and appropriately fields incoming calls from residents, prospective residents, vendors, and other parties.
• Fields service requests from current residents by communicating with maintenance staff and following up with residents.
• Scans, organizes, and hands out packages to residents.
• Assists vendors and residents with obtaining necessary keys to building areas.
• Maintains reservation books for amenities and guest suites.
• Assists with lobby tours and field general questions as needed.
• Provides directions to residents and /or guests.
• Makes reservations for patrons, such as for dinner, spa treatments, or golf tee times, and obtain tickets to special events.
• Provides information about local features, such as shopping, dining, nightlife, or recreational destinations.
• Makes travel arrangements for sightseeing or other tours
• Provides business services for residents, such as sending or receiving faxes or shipping packages.
• Picks up and deliver items or run errands for residents.
• Carries out unusual requests, such as searching for hard-to-find items or arranging for exotic services, such as hot-air balloon rides.
• Receives, stores, or delivers packages or mail.
• Performs office duties on a temporary basis when needed.
• Arranges for interpreters or translators when patrons require such services.
• Cleans and tidies lobby as needed.
• Support Tier 1 concierge - Training and Guidance on company standards and practices
• Perform listed tasks with minimal supervision and oversight
• Assist and conduct package audits for overflow and Smart Package Room
• Fully cross trained and familiar with all properties
• Other duties assigned by management.

SUPERVISORY RESPONSIBILITIES

• Not applicable

KNOWLEDGE, SKILLS, & ABILITIES

• Excellent written and verbal communication skills, including writing reports, business correspondence, and procedural manuals.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public and regulatory agencies.
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, and government regulations.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to interpret an extensive variety of technical instructions in mathematical or diagram form, and deal with several abstract and concrete variables.
• Ability to solve practical problems with a variety of concrete variables in situations where only limited standardization exists.
• Ability to perform basic math in all units of measure, including whole numbers, common fractions, decimals, and to compute rate, ratio, and percentages
• Ability to understand basic lease agreements when it applies to assisting residents with questions about policies or general information.
• Ability to analyze and interpret lease agreements.
• Basic computer and software skills, including word processing, data entry and analysis, and presentation development.
• Advanced computer and software skills, including Building Link, Yardi, or equivalent.
• Ability to appropriately prioritize and manage multiple requests at once.
• Organized, detailed, reliable approach to duties and communication.
• Consistently professional, collaborative, and responsive approach to customer service and interactions with colleagues.
• Strong ability to self-motivate, take initiative, and manage time to accomplish duties and projects independently.
• Excellent judgment and ability to ask for help in critical applications.
• Observance of and commitment to the highest professional ethical standards.

QUALIFICATIONS & COMPETENCIES

BASIC

• High School Diploma or equivalent
• 2+ years in similar concierge or hospitality role
• Strong customer service background
• Must be able to provide proof of eligibility to work in the U.S.
• Eligibility for advancement - Tier 2 concierge will be eligible for Tier 3 concierge review after holding position for 1 year. Tier 3 concierge must be a full-time employee.

Physical Requirements:

% of Work Time

Must have the ability to remain in a seated position.

20%

Must have the ability to speak and hear clearly.

90%

Must have the ability to lift office products and supplies, up to 20 lbs.

65%

Must have the ability to stoop, kneel, bend and reach.

90%

Must have dexterity to write and manipulate computer keyboard and mouse.

75%

PREFERRED

• Hospitality or multi-family experience

SCHEDULE

• This position is full time permanent. Working…