Concierge

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Job Overview: As a Concierge
, you will serve residents by providing exceptional information and services. The Concierge is responsible for creating the first impression of the community via telephone or in person for residents, families, and guests. The Concierge is also responsible for clerical duties, as needed with a professional and customer service demeanor.

• Demonstrates excellent customer service and communication skills.
• Provides services requested by making arrangements and reservations for dining, tours, travel, entertainment, accommodations, rentals, gifts, sporting events, transportation, meetings, secretarial services, couriers, communication and mail services, personal appointments and services, medical services, and similar requests; reminding residents of schedules; providing support and assistance; running errands; personalizing services.
• Identifies and clarifies residents  needs and desires; answers questions; gives directions and instructions; develops inventories of services.
• Anticipates services required by ascertaining the mood and style of residents, identifying options, and developing itineraries.
• Organizes social events and event planning and arranges services.
• Helps residents establish accounts and schedules.
• Improves services by obtaining and evaluating resident observations, opinions, and criticisms.
• Maintains guest privacy and the organization’s reputation by keeping information confidential.
• Monitors and controls Electronic Security Control Systems.
• Responds to emergency situations in a timely and efficient manner.
• Monitors and screens messages.
• Controls access for authorized vendors to provide services within units of the building.
• Updates job knowledge by participating in educational opportunities and maintaining personal networks.
• Enhances department and organizational reputation by accepting and accomplishing new and different requests; and exploring opportunities to add value to job accomplishments.
• Maintains daily logs, records, and forms.
• Resolves and follows up on all complaints/issues.
• Maintains a safe and secure environment throughout the building/property(s).
• May be assigned other duties by the on-site property manager.
• Other requirements may be assigned.

• Demonstrates excellent customer service skills.
• Is pleasant, courteous, and professional in demeanor including professional attire. Maintains composure and professional manner when working to resolve problems even when faced with angry or unreasonable individuals.
• Knows when to call for assistance and keeps lines of communication open with his/her team members, supervisor, and security staff.
• Provides a quality level of service to all customers – timely, thorough, responsive, and proactively teams with various company associates to improve customer service to incoming clients.
• Represents the Company knowledgeably and credibly. Is positive and constructive in addressing problems. Actively promotes a positive image of the Company and its associates.
• Represents the Company as able to meet a broad range of customer needs. Quickly refers customers to associates within the Company, using the various company systems for up-to-date information.
• Demonstrates problem-solving abilities.
• Takes ownership of problems until resolved and follows up to ensure customer satisfaction.
• Demonstrates an ability to “Connect the Dots” and is resourceful in their ability to resolve customer issues and requests.
• Ability to work under tight deadlines and consistently meet deadlines.
• Demonstrates organizational skills and time management abilities; ability to independently prioritize daily workload.
• Demonstrates excellent verbal and written communication skills.
• Communicates clearly and effectively.
• Matches the level of communication to the needs and sophistication of the listener.
• Listens effectively.
• Possesses sound technical skills.
• Must be proficient with computer programs needed for the specific position including Connect, Jenark, Microsoft Outlook, Word, and Excel.
• Must have…