People

• Warmly greet all residents, guests, prospects, and vendors who enter or exit the community
• Know associates of the property, company, residents, and pets by name.
• Tend to resident needs, including but not limited to the following:
  • Package pickup and delivery
  • Resident complaints (i.e. noise, smoking, etc.)
  • Apartment access (i.e. housekeeping, dog walkers, guests, etc.)
  • Recommendations (i.e. restaurants, city attractions etc.)
  • Loading Dock Access (i.e. furniture delivery, move in/move out, etc.)
  • Service elevator reservations
  • Providing Luggage carts and assistance up to resident floors (i.e. groceries, suitcases, etc.)
• Greet incoming prospect tours
• Greet incoming Executive Suite guests
  • Assisting Executive Suite guests with access to appropriate floor/management office
• Assist with resident events, communicating event information to residents and engaging with residents throughout events
• Assist GM/AGM in property improvement initiatives including but not limited to:
  • Administrative improvements (i.e. shift logs, incident reports, package tracking, staff communication, etc.)
  • Training of both new in house and 3^rd party concierge associates
  • Communication with 3^rd party concierge service management team, maintain a working relationship with 3^rd party leadership.
  • Service improvements (i.e. elevated customer service initiatives, empathy training, etc.)
  • Role Play training
  • Resident feedback programs
  • Service Excellence training and additional customer service based training programs

Product

• Have thorough understanding of property and neighborhood amenities
• Perform building tours following TourTrax procedures
  • Review TourTrax reports, identify missing/skipped tours and report back to GM/AGM.
• Have thorough understanding of building Fire and Security alarm systems
  • Identify system alarms and errors and report to GM/AGM/Service Manager as needed
• Understand and uphold all building rules and regulations, including but not limited to the following:
  • Quiet hours policy
  • No smoking policy
  • Amenity Space rules and regulations
  • Pool Deck rules and regulations

Process

• Answer the phone at the concierge desk with proper greeting and answer questions or direct the call to the appropriate party
• Notify leasing office when a prospect has arrived for a tour
• If leasing office is not available for a tour, collect prospects contact information and provide this to Leasing Manager/AGM
• Submit work orders into Yardi when requested by residents/management
• Communicate any resident complaints to the Management office
• Complete and submit incident reports as needed
• Complete and submit shift logs and pass downs at the end of each shift
• Responsible for package acceptance for current residents and management/maintenance office
• Sign for packages and entire into system
• Store packages according to package room organization procedures
• Notify residents of perishable items
• Audit packages daily to identify discrepancies
• Follow up with residents when packages are not picked within 7 days
• Follow up with residents regarding large deliveries
• Communicate any finding during tours in Yardi, Shift log and directly to management/maintenance teams
• Monitor cameras for suspicious activity throughout shift
• Responsible for providing or denying access to building according to Permission to Enter policies
• Manage elevator access for residents moving in and out
• Assist Custodial team in maintaining a clean lobby and report any findings needing immediate attention
• Keep concierge desk, lobby, and package room neat and organized

• 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 other 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 

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.