Concierge

401 Park

The Concierges’ main responsibility is to ensure the security of the building.

Additionally, the Concierge displays excellent customer service, assisting guests, tenants, and vendors whenever needed.

Reports to: General Manager, AGM, Chief Engineer, Dir. Security/Concierge Services

Functions

People

  • Warmly greet all guests, prospects, and vendors who enter the property.
  • Know associates of the property, company.
  • Assist GM/AGM/ Chief Engineer in property improvement initiatives including but not limited to:
    • Administrative improvements (i.e. shift logs, incident reports, staff communication, etc.)
    • Service improvements (i.e. elevated customer service initiatives, empathy training, etc.)
    • Role Play training
    • Service Excellence training and additional customer service-based training programs

Product

  • Have a thorough understanding of property and neighborhood amenities
  • Perform building tours following TourTrax procedures
  • Have a thorough understanding of building Fire and Security alarm systems.
    • Identify system alarms and errors and report to GM/AGM/Chief Engineer as needed
  • Understand and uphold all building rules and regulations, including but not limited to the following:
    • No smoking policy
    • Amenity Space rules and regulations

Process

  • Answer the phone at the concierge desk with a proper greeting and answer questions or direct the call to the appropriate party
  • Submit work orders into Building Engines/Angus when requested by management.
  • Communicate any tenant complaints to the Management office.
  • Complete and submit incident reports as needed.
  • Communicate any finding during tours in Building Engines/Angus, or directly to management/maintenance teams.
  • Monitor cameras for suspicious activity throughout shift
  • Assist Custodial team in maintaining a clean lobby and report any findings needing immediate attention.
  • Keep concierge desk, lobby, neat and organized.
  • Prevent solicitors/trespassers/unauthorized individuals from entering the private sections of the building.
  • Roam the atrium answering questions, giving directions for offices or retail in the building.
Skills
  • Customer Service-related experience is preferred
  • Excellent communication, organizational, and leadership skills necessary
  • Ability to interpret, evaluate, and communicate detailed written or verbal instructions to others accurately and quickly, including answering phones, attending meetings, written correspondence, or other forms of communication
  • Ability to lift, push, pull or carry up to 15 pounds for the dissemination of documents, supplies, materials, etc. to various locations throughout the office/facility