Lead Concierge

Position Summary

The Lead Concierge supports a team whose main objective is to ensure our residents receive above and beyond service on a consistent basis. They ensure that their team of Concierge professionals provide an impeccable first impression of the community and are dedicated to accommodating resident requests from the ordinary to the extraordinary. With local knowledge and insights, ensures the Concierge Team is supported in making their time at the community professionally challenging and enjoyable. Success for a Lead Concierge is defined by providing the ultimate experience to every resident and leading a Concierge team to do the same.

Essential Responsibilities

• Work directly with the Property Manager to ensure Compass is updated on all policy and procedural changes for the building.
• Facilitate communication between the Property Manager and District Manager with employee concerns.
• Enhance the resident experience by creating and maintaining a warm, inviting, and professional environment.
• Manage all incoming inquiries and expediently transfer to the appropriate persons.
• Act as liaison between residents, guests, Concierge team and all appropriate persons.
• Proactively seek ways to resolve issues or concerns with residents and business needs in mind.
• Diffuse and redirect difficult situations while maintaining professional decorum; apply common sense and judgment to work problems.
• Maintain an organized and inviting front desk.
• Complete all paperwork in accordance with established site policies and procedures.
• Complete all data entry/computer requirements in accordance with established site policies and procedures
• Proofread and review all documents and reports to strive towards error-free work.
• Other duties as assigned.

Personnel Support

• Under the direction of the District Manager facilitate employee training and re-training.
• Under the direction of the District Manager develop team through on-the-job activities and ensure they participate in all required training programs.
• Effectively delegate/supervise/prioritize day-to-day operating tasks of staff.
• After all other resources are exhausted, will cover additional shift to ensure continuous coverage at the front desk as necessary.

Requirements

• Two to three years of experience in high-end customer service environment, preferably in highly visible position such as Concierge, Front Desk Associate, or Guest Services Representative in hospitality or property management
• Prior supervisory experience (direct or indirect) is required
• Savvy computer skills, including the ability to maneuver internet searches
• Stellar phone etiquette as well as exceptional verbal and written communication skills
• 2 years customer service and management experience (preferred)
• Previous experience in hospitality of concierge work (preferred)
• Ability to prioritize and multitask.
• Excellent written and verbal communication skills.
• Must have reliable transportation.

Compensation

• Full time, 40 hours per week
• The hourly wage range is $19.00 to $22.00