Concierge

Description

Job Description

The Concierge is the “face” of the building and is someone who understands the value of excellent customer services. Reporting to the Community Manager the Concierge greets every resident with a smile and a kind word; ensuring through strong open communication and organization that they deliver exceptional service to residents. The concierge should be constantly looking for ways to add value to the overall owner experience and be a pro-active problem solver.

Essential Duties & Responsibilities

The job duties listed are typical examples of the work performed by positions in this job classification. Not all duties assigned to every position are included, nor is it expected that all positions will be assigned every duty.

• Maintain a presence in the lobby to help control access to the building through direct supervision and monitoring CCTV screens, and, whenever possible assist Residents and their guests in a positive, friendly manner;
• Manages and screens messages to building email and desk phone;
• Receive and arrange pick up of delivered parcels;
• Assist with community events as required;
• Helps residents establish accounts and schedules access for authorized vendors to provide services within units;
• Creating work orders in connect to manage building/unit issues, complaints and contractor bookings.
• Provides services requested by making arrangements and bookings for building amenities, elevators and parking permits;
• Improves services by obtaining and evaluating resident opinions, and feedback;
• Maintains guest privacy by keeping information confidential;
• Assists Community Manager in maintaining an up-to-date data base of parking stalls, lockers and resident lists;
• Maintains the building FOB register and cancels or adjusts FOB access upon instructions from the Community Manager;
• Keep up-to date and current with the building bylaws and rules, assist with enforcement as required and directed and always records infractions when noticed;
• Ensure trades sign into the log book and are in compliance with building rules and regulations;
• Assist the Community Manager with site inspections and report any hazards or issues;
• Ensure consistent communication with the Community Manager regarding operational and security updates;
• Assist in any emergency situations by following the outlined procedures;
• Refer any actionable security issues to the Community Manager or security. Review and action daily security reports;
• Assist on emergencies including leaks, fire and climbing up a 6ft ladder.
• Attend weekly staff meetings to stay informed of on-site initiatives and programs;
• Deliver Food and Groceries to Resident Suites;
• Assist and Monitoring Elevator Move In, Outs and Deliveries.

Additional Duties & Responsibilities

• Practice and adhere to FirstService Residential Global Service Standards.
• Conduct business always with the highest standards of personal, professional and ethical conduct..
• Respond to queries from owners within 24 hours. Addressing concerns immediately and escalating the ones which cannot be completed.
• Answering phone calls using appropriate etiquette, logging reports, perform administrative duties as assigned.
• Ensure uniform and personal appearance are crisp, clean, and professional.
• General tidying of the front entrance and lobby space including changing garbage, vacuuming, cleaning the entry doors and glass as needed.
• Perform or assist with any operations as required to maintain workflow and to meet schedules. Notify supervision of unusual equipment or operating problems and the need for additional material and supplies.
• May participate in any variety of meetings and work groups to integrate activities, communicate issues, obtain approvals, resolve problems and maintain specified level of knowledge pertaining to new developments, requirements, policies, and regulatory guidelines.
• Ensure all safety precautions are followed while performing the work.
• Follow all policies and Standard Operating Procedures as instructed by Management.
• Perform any range of special projects, tasks and other related duties as assigned.

Education & Experience

• 3+ years’ experience in the hospitality industry or relevant field (required)
• High school diploma or equivalency preferred
• Intermediate computer skills (required)
• Prior training in customer service programs an asset;
• Proficiency in English; multilingual is an asset

Knowledge, Skills & Proficiencies

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.

• Exceptional interpersonal skills, clear communication both verbal and written.
• Possess a basic knowledge of local businesses, entertainment venues and travel options;
• Work with the Community Manager and other staff members to ensure prompt responses to inquiries and to notify the appropriate party immediately of supply issues and other concerns;
• Able to work independently with minimal direction and able to respond quickly to emergency situations;
• Demonstrated ability to provide exceptional customer service and effectively resolve customer concerns;
• Must possess a great deal of individual initiative and enthusiasm;
• Organized, results oriented and ability to work in a multi-functional team environment;
• Polite and confident with a great deal of patience;
• Excellent time-management and able to multitask;
• Ability and drive to create a positive environment for all residents and guests attending the lobby.
• Able to work flexible hours, availability for evenings and weekends.
• Must be computer literate and understanding of Microsoft office, included but not limited to Excel, Word, Outlook.
• Professional attitude and appearance.
• Ability to work as a team, be creative, and think outside of the box.
• First Aid as an asset but not required

Tools & Equipment used

• Computer
• Word, Excel and Online Platform
• General Office Equipment

Physical Requirements/Working Environment

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job.

• Phone and face-to-face communication;
• Walking, standing, crouching;
• Use of a computer.
• Frequently lifting up to 25 lbs.
• Climbing Maintenance Ladders up to 6FT.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Hours over and above normal office hours will occur, including evenings, holidays, and some weekends. Schedule is subject to change based on business needs.

Disclaimer

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. This is not an all-inclusive job description; therefore, management has the right to assign or reassign schedules, duties and responsibilities to this job at any time.

Automated Employment Decision Tool (AEDT) Usage: We may utilize an Automated Employment Decision Tool (AEDT) in connection with the assessment or evaluation of candidates. The AEDT is designed to assist in objectively evaluating candidate qualifications based on specific job-related characteristics.

Job Qualifications and Characteristics Assessed: The AEDT evaluates candidates based on job qualifications and characteristics pertinent to the role, including skills, experience, and competencies relevant to the position requirements. These qualifications are determined by the unique needs of each role within our company.

Alternative Selection Process or Reasonable Accommodations: Candidates who require an alternative selection process or a “reasonable accommodation,” as defined under applicable disability laws, may make a request through our designated contact channel national_recruiting@fsresidential.com.

Requesting Information About the AEDT - NYC Local Law 144: Candidates who reside in New York City and are subject to NYC Local Law 144 may request information about the AEDT, including details on the type of data collected, the sources of such data, and our data retention policies. To submit a request, please contact us at national_recruiting@fsresidential.com; we will respond in accordance with Local Law 144, within 30 days.