POSITION

The Concierge will report to the Leasing and Resident Experience Manager and is responsible for providing access and reception services to all visitors to the property and assisting residents with inquiries by providing personalized assistance and ensuring resident satisfaction is achieved. As the primary point of contact for residents, the Concierge is a champion of the resident experience and seizes every opportunity to exceed resident expectations.

RESPONSIBILITIES

The Concierge role may require other duties in line with the scope of the role and function of the business. The Concierge’s primary responsibilities include:

Customer Service

• Providing prompt, anticipatory and courteous service to prospective and current residents, focusing on their individual needs and wants;
• Greeting visitors, suppliers and residents;
• Responding to resident requests for special arrangements or services (e.g. transportation, reservations, floral orders, light business duties, dry cleaning) by making arrangements or identifying appropriate providers;
• Responding to special requests from residents with unique needs and follow up to ensure satisfaction;
• Establishing positive working relationships with business owners and suppliers in the area in order to provide residents with high quality and reliable recommendations;
• Maintaining an expert knowledge of the surrounding community, its amenities and services and gathering, summarizing, and providing information to residents about the property and the surrounding area, including special events and activities;
• Sharing community knowledge with the Leasing and Resident Experience Manager to be used in social media posts;
• Answering, recording, and processing all resident calls, messages, requests, questions or concerns;
• Updating and review shift logs/daily memo books and document pertinent information in logbooks;
• Accepting and logging oversized packages and deliveries on behalf of residents;
• Maintaining and monitoring amenity booking logs (media room, barbeques) and ensuring appropriate contract or form is completed;
• Managing online amenity bookings, party room deposits, and inspection of amenities following use for events;
• Assisting residents with maintenance service requests and ensuring they are communicated to maintenance staff;
• Assisting Leasing staff with organizing resident events;
• Familiarize themselves with residents and their pets to engage with them using their names.

Property Operations

• Scheduling and maintaining log for service elevator and loading dock and conducting inspections before and after resident use;
• Providing building access to contractors and visitors by maintaining contractor logs and managing access devices;
• Issuing visitor parking passes in line with visitor parking policies;
• Activating and maintaining log of security access cards and fobs, underground transmitters, and other access devices;
• Maintaining enterphone system and update security system software.

QUALIFICATIONS

• Experience – 1 – 2 years related experience as a residential or hotel concierge; experience in a customer service, residential property management or hospitality related role.
• Education – Post-secondary education in hospitality an asset.
• Relationship Skills – Exceptional and refined oral and written communication and presentation skills; ability to maintain composure in the face of hostility; ability to develop and sustain cooperative working relationships with residents, suppliers and internal staff; ability to maintain confidentiality and absolute discretion with resident and company information is required;
• Organizational/Multi-Task Skills – Ability to manage one’s time effectively, work under pressure and manage tight deadlines; ability to juggle multiple demands and competing priorities and adapt to new ideas and constant changes; detail oriented.
• Customer Service Skills – Desire to provide exceptional service to all prospects and residents;
• Computer Skills– Advanced skills in Excel, Word and Outlook; ability to conduct internet research in order to assist residents with requests; proficiency with Yardi an asset;
• Police Clearance – A criminal verification check is required for employment.
• First Aid– First aid and CPR certified; certified to use defibrillator. Will be required to complete certification if not already completed.
• Stand, sit, or walk for an extended period of time or for an entire work shift. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance
• Must have flexible availability (evenings, weekends, holidays.)