Senior Concierge

Pierce Boston

The Senior Concierges’ main responsibility is to ensure the security of the residents of the building. Additionally, the Senior Concierge displays excellent service, assisting residents, guests, tenants, and vendors whenever needed. The Senior Concierge is responsible for training and overseeing other Concierge associates, as well as assisting in the execution of building improvement initiatives. The Senior Concierge is also responsible for the onboarding/training of new in house and 3rd party Concierge associates.

Functions

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 3rd party concierge associates
    • Communication with 3rd party concierge service management team, maintain a working relationship with 3rd 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
Qualifications
  • 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 list, 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.