Operations:

• Assist in the development of concierge procedures, training, and personnel recruitment/retention.
• Monitor and assist in supervision of all concierge personnel. o Ensure on-site performance is compliant with company expectations with regular testing of personnel (written, practical exercise, etc.) and reporting to General Manager as appropriate.
• Assist with the execution of quarterly in-depth assessment to ensure service being provided is appropriate to site needs (efficiency opportunities, insufficient coverage, customer service, etc.).
• Communicate misunderstandings or disputes amongst team members to vendor contact in a timely manner. o Identify issues with personnel performance and work with vendor contact and Management to make staffing changes as appropriate.
• Assist in the development and ongoing revision of the site manual/post orders. As policies and procedures are revised or new procedures are implemented, the manual must be updated. The overall manual will be reviewed and revised, at a minimum, quarterly. Whenever revisions are made, the manual will be forwarded to the General Manager for comment/approval. o Assist to establish a training program and coordinate such programs with the staff in conjunction with the General Manager.
• Conduct on-site training of all personnel including initial on-the-job training, ongoing training, and advanced/specialized training.
• Assist in the planning and organization of resources, and review scheduling of personnel for concierge personnel.
• Ensure the maintenance and control of all assigned equipment and keys as outlined by company and/or vendor procedures.
• Complete all required reports in a timely and well-organized manner.
• Know all building emergency procedures and ensure that all personnel are properly trained.

Customer Service:

• Fulfill tenant requests.
• Manage guest access for commercial tenants by monitoring Building Engines and/or placing a call to the tenant to notify of guest
• Take Ownership of and resolve any tenant/visitor concerns by working closely with Building Management.
• Prevent solicitors/trespassers/unauthorized individuals from entering the private sectors of the building.
• Make sure all visitors are properly greeted and registered.
• Ensure personnel are trained and able to offer information regarding the property and neighborhood.
• Ensure that all personnel are in approved apparel, are neatly dressed and have excellent hygiene.
• Observe and confirm that all personnel are pleasant, warm, polite, accommodating, and standing to greet all tenants and visitors.

Quality Assurance:

• Assist to supervise, monitor, evaluate and make recommendations concerning all aspects of the concierge program in conjunction with the General Manager
• Inspect all relevant areas of work, report findings, including recommendations and institute any corrective actions required.
• Assist to develop and maintain relations through frequent personal communications with the vendor contact and site-specific personnel.
• Develop and maintain all Standard Operating Procedures for managed areas
• Ensure Third party Concierge/Security performance is compliant with agreement and Samuels &

Associates expectations

• Regular testing of personnel and report to Third party Concierge/Security Account Manager and

General Manager as appropriate

• Coordinate time off requests for security and concierge to ensure proper coverage
• Immediately report any “Red Code” situations to Area Operations Manager
• Develop and implement progressive discipline policy using Third party Concierge/Security policy as a guideline

• 1-2 years of commercial, residential or hotel concierge experience preferred.
• Excellent MS Office application skills, including Microsoft Word, Excel, Power Point, and Outlook.
• Experience with Yardi, MRI, and/or Building Engines Preferred.
• Exceptional written and oral communication skills.
• Strong organizational skills.
• Outgoing personality; enjoys face-to-face interaction with customers.
• Self-motivated and able to work with minimal supervision to achieve position responsibilities and objectives.
• Ability to set priorities, handle multiple tasks and meet deadlines.
• Ability to sense, identify and resolve underlying or real issues.
• Demonstrates a commitment to delivering outstanding customer service.
• Takes ownership to personally resolve customer problems; follows-up with customers in in a timely manner.
• Listens well, asks clarifying questions and checks for agreement from customers.
• Strong sense of accountability – ensure that you will do what you say you are going to do.
• Creates a personal connection with customers – smiles, stands to greet, friendly, respectful and listens before responding.

Commitment to Diversity Equity and Inclusion:

We believe that diversity and inclusion among our teammates are critical to our success, and we seek to recruit, develop, and retain the most talented people from a diverse candidate pool. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills.