On-Call Concierge

Description

• Essential hospitality standards used at all times: eye contact, smile, speak first, engage in polite conversation, and using the resident's name.
• Know emergency key procedures (Key Track, key box locations, fire/emergency personnel elevator keys, lock-outs, etc.). Maintain permission to enter forms and issue keys accordingly.

• Be aware of company goals for resident satisfaction and resident retention
• Participate in ongoing resident relations including telephone calls and resident functions
• Ensure that the office, lobby and models are in perfect condition.
• Provides access control to the residences. Keep records of visitors, contractors and vendors coming in and out of the building.
• Monitor surveillance system and notify staff and management of suspicious activities
• Process and notify residents of receipt of dry cleaning, facsimiles, mail, messages, and packages. Assist residents in the sending of mail, messages, and packages.
• Greet residents by name with a cheerful and pleasant voice; interaction in a manner where the resident does not feel rushed
• Consistently go above and beyond in customer service functions for residents; WOW every resident and their guests
• Promote a professional and positive image of the Residential Team and the company
• Create an organized, cooperative, and well-run work environment by completing shift checklist and following through on responsibilities
• Follow company policies and procedures; report accidents, injuries, and unsafe work conditions; ensure personal appearance is clean and professional; maintain confidentiality of proprietary information; protect company assets.
• Display consistent professional and positive attitude and actions when communicating with residents and co-workers
• Handle problems or complaints as they come in - listen, apologize with empathy, find a solution and follow through when resolving resident issues
• Complete required training programs, which includes fair housing laws
• Assist in coordination of efforts between all Concierge staff and other departments within the company
• Stand, sit, or walk for an extended period of time. Move, lift, carry, push, pull, and place objects weighing less than or equal to 35 pounds without assistance. Perform other reasonable job duties as requested by supervisors
• Willing to work a flexible schedule and holidays – this role requires working one weekend day. If a holiday falls during your regular schedule, keeping to the schedule accordingly if not using PTO.
• Responsible for the upkeep and presentation of the Residential Concierge desk, ensuring that all supplies are maintained and presentation is professional at all times.
• Notify and update all support departments informed of necessary information or requests
• Answer all incoming calls and handle accordingly using standard company telephone greeting standards
• Assist residents with move-in/move-out procedures, including the scheduling of elevator time

• High school degree or GED required; Bachelor’s Degree or equivalent work experience preferred
• Minimum two years in a customer service-related role required
• One year in property management or hospitality field preferred
• Must be a proficient user of Microsoft Office (Word, Excel, Outlook) and Internet navigation
• Experience using Salesforce preferred
• Exceptional customer service and follow-through skills required
• Adaptable under pressure and stress of resident concerns and issues
• Outgoing personality – enjoys interaction with customers
• Self-motivated and able to work with limited supervision; excellent organization skills
• Ability to set priorities and handle multiple tasks. Previous experience maintaining organization and ability to prioritize in a busy environment is preferred.
• Strong oral and written communication skills; be comfortable interacting and engaging in conversation
• Maintains composure within an occasionally stressful environment