Description

Title: Concierge Supervisor

Hours:  Monday through Friday – 3:00PM-11:30PM 

*Weekend assistance will be required as needed

Position Overview:

It is the primary responsibility of the Concierge Supervisor is to oversee the day to day operations of the concierge staff/department. The Concierge Supervisor ensures that all standards of professionalism and protocol established are being practiced by all concierge staff. They will be in continuous communication with the staff to ensure that a consistent delivery of service is being delivered to residents. The Concierge Supervisor perform various administrative tasks as assigned by the Community Manager. All duties are to be performed in accordance with the company’s policies and procedures.

Specific Responsibilities:

• Greet residents in a friendly and courteous manner.
• Develops various responsibilities for the concierge department including the preparation of work schedules and training of staff to maximize the effectiveness of the department.
• Strictly enforces the privacy and confidentiality of all residents.
• Ensures the shift checklist is completed.
• Ensures known resident preferences are met and amenities provided. Ensures that all resident requests are processed and recorded including restaurant reservations, travel and other miscellaneous requests.
• Serves as a public relations representative. Exhibits a professional demeanor and willingness to assist residents and management, as requested.
• Maintains all departmental assets and ensures that all items area is cleaned, checked out, and returned to the appropriate storage area.
• Informs the Community Manager of all pertinent information related to the department and reports irregularities and problems as they occur along with recommendations for solutions.
• Prepares and distributes reports as requested by Community Manager to various departments.
• Notifies Community Manager of all unusual events, circumstances, missing items, or alleged thefts. Responds to emergency situations as necessary and as directed.
• Develops a strong knowledge of the community’s facilities and services surrounding it.
• Provides residents with information about attractions, facilities, services, and activities in or outside the property.
• Organizes special functions as directed by management.
• Coordinates resident requests for special services or equipment with the appropriate department.
• Handles resident complaints and solve problems to the degree possible.
• Performs other job-related duties as assigned.

Requirements

Education and Experience:

• Associates degree preferred
• At least 2 years of experience in a supervisory level position or 5 years of equivalent work experience in Concierge Services.
• Superior customer service and Leadership skills.
• Able to multi-task with Strong decision making abilities.
• Strong communication skills and exceptional telephone etiquette.
• Strong written and verbal communication skills.
• Effectively develop and mentor staff to ensure that all departmental standards and goals are understood and met.
• Professional appearance and demeanor.
• Proficiency in Microsoft Word, Excel, PowerPoint and Microsoft Outlook.

Competencies:

• Customer Oriented: The job demands a positive and constructive view of working with others. There will be a high percentage of time spent in listening to, understanding and successfully working with a wide range of people from diverse backgrounds.
• Time Management: Uses his/her time effectively and efficiently; concentrates his/her efforts on the most important priority; adeptly handles several tasks at one.
• Communication proficiency: Communicates well both verbally and in writing, creates accurate and punctual reports, delivers presentations, shares information and ideas with others, has good listening skills.
• Ethical conduct: Serving with integrity and respect in personal and organizational practices.

Work Environment: Typically works in an office environment and uses a computer, telephone and other office equipment as needed to perform duties.

Physical Demands: While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands to finger, handle or feel objects, tools or controls. The employee is occasionally required to stand; walk; sit; reach with hands and arms; climb or balance; and stoop, kneel, crouch or crawl. The employee must occasionally lift and/or move objects up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision and the ability to adjust focus.

Travel: Travel is primarily local during the business day, although some out-of-the-area and overnight travel may be expected