Site Supervisor (Head Concierge)

Job Summary :

Ensure peace of mind to our clients and staff by providing the highest level of customer service in maintaining a safe and secure environment.

Lead, mentor, and oversee the day-to-day operations of the buildings we service to ensure the safety and security of the communities we support.

Responsibilities :

• Create a strong relationship with property management and condo board members to understand the operational issues of the building
• Support concierge staff by being their first point for site issues
• Review reports / logs daily identifying any issues and update incomplete submissions
• Display a professional image and courteous manner in client communications including phone, email, and face to face
• Provide excellent customer service to guests, vendors, and building residents
• Schedule and oversee staff in building in accordance with agreed upon Elite Residential Concierge Services Inc. policy and procedures
• Provide coverage for staff who are sick, on vacation or on leave. If unable to find coverage, the site supervisor must cover the shift within reason until a backfill is found
• Escalate site related concerns / issues directly to the Area Manager while maintaining confidentiality
• Direct the Scheduling team to proactively manage overtime for site staff
• Maintain the concierge work and storage area in an immaculate condition
• Ensure that all parcels and letters are stored in an organized manner and that proper care is taken to ensure that parcels and letters are not misplaced
• Maintain a courteous, harmonious, but formal relationship with all residents and owners
• Keep an up-to-date record and report on day-to-day operations as directed by the Company
• Ensure information is passed on to each concierge on duty to ensure continuity of instructions
• Maintain a list of emergency procedures and telephone numbers
• Maintain building security by monitoring all vehicles & pedestrian traffic on property, reviewing security cameras for trespassers and criminal activity and engaging police when necessary
• Maintain key count and issue / receipt of keys to trades, building staff and contractors
• Proactively address competing priorities and negotiate a resolution acceptable to all parties
• Ensure building surveillance equipment / systems are working and accessible to staff
• Ensure that the Condominium Safety and Emergency Procedures are followed
• Review and train staff on incident report writing and building / emergency procedures including but not limited to fire alarm procedures, leaks / floods, noise complaints etc.
• Create assigned reports for management
• Resolve employee complaints or escalate to Area Manager / HR when necessary
• Program and manage access control systems for the entire complex
• Ensure that staff follow H&S procedures at all time, escalate any issues to area manager
• Train, mentor and motivate staff within building / site complex, lead by example
• Provide performance feedback to Area Managers on a regular basis
• Ensure that site post orders are accurate, updated regularly and acknowledged by staff
• Work with Area Managers to ensure that contractually obligated services are met
• Perform all other duties as directed by the Company or Manager
• Maintain in depth knowledge of building rules & regulations, fire safety plan, building layout, fire alarm procedures and site post orders
• Conduct daily parcel audits and immediately notify area manager about any discrepancies
• Conduct in depth investigations by reviewing CCTV footage to determine access points and identify perpetrators in a timely manner
• Regularly review cameras to monitor staff compliance with company policies
• Prepare and submit quarterly performance reviews of site staff
• Monitor employee performance and provide constructive feedback and coaching

Requirements :

• Experience in security / concierge services +2 years
• Excellent written and verbal communication skills
• Exceptional customer service skills
• Organizational skills and ability to multitask in a fast-paced environment
• Valid Ontario Security License
• Strong analytical and problem solving skills
Il y a 28 jours