Concierge Manager - Van Alen

Description

Property website: www.livevanalen.com

Van Alen is a distinctive choice for those seeking a sophisticated urban living experience with panoramic views of Downtown Durham and a unique vantage point overlooking the Durham Bulls Stadium.

Schedule:  M-F ; evenings and weekends as needed.

Northwood Ravin is consistently recognized for developing the top luxury apartment communities in the Southeast.  At Northwood Ravin, every member of our organization is united by a shared commitment to create the best-in-class residential experience.  Guided by our core values of creativity, integrity, and an all-in culture, we empower individuals to reach their fullest potential professionally and personally.  We cultivate a culture of excellence, innovation, and inclusivity by fostering strong collaborative relationships within our team.  Northwood Ravin is dedicated to delivering unparalleled service to the residents we house and the communities we create.

Primary Responsibilities:

The Concierge Manager is responsible for providing a market-leading customer experience to prospective renters, residents, business partners, and community guests. Concierge Manager duties include, but are not limited to exemplifying A professional conduct, administrative / risk management tasks, hospitality services, resident engagement, and personnel management. Concierge Managers are accountable for the completion of daily, weekly, and monthly tasks and responsibilities assigned to concierge team members.

As a Concierge Manager, your primary responsibilities include:

Professional Conduct

• Represent the company in a professional manner at all the times by displaying exemplary customer service and a positive attitude.
• Answer incoming phone calls promptly, professionally, and with enthusiasm.
• Stand to greet in-person visitors with a positive, warm, and welcoming demeanor.
• Demonstrate ability to diffuse and respond to customer concerns to avoid escalation of the problem.
• Maintain open communication with all team members, and demonstrate an ability to support and contribute to the team.
• Maintain a tidy and clean workspace.
• Learn and comply with all company, local, state, and federal safety rules as instructed by Community Manager and Sr. Leadership.
• Comply with dress code expectations as listed in the employee handbook.
• Always present a neat, clean, professional demeanor at all times during the workday and/or whenever serving as a company/community representative.
• Arrive to work in a timely manner to complete office opening duties, including but not limited to walking property, debriefing and/or reviewing notes from prior shift, etc.
• Develop an in-depth understanding of the property's facilities, services, and the surrounding community's points of interest.

Administrative & Risk Management

• Develop and implement internal procedures, structure, and/or standards as needed to ensure efficient communication and collaboration amongst concierge, office, and service team.
• Comply with Federal/State/Local and Company policies, procedures, and regulations.  Maintain all required documents and correspondence per policy.
• Ensure that unsafe conditions are corrected in a timely manner.
• Direct staff to follow a “safety first” principle.
• As needed or directed by Community Manager, aid with emergency communication for the team and community within company guidelines to minimize liability. Emergencies include but are not limited to criminal activity in the community, employee/resident injuries, fires, floods, freezes, etc.
• Complete and submit incident reports within 24 hours of occurrence with complete details and follow up as issues are addressed. Ensure Community Manager is notified of incident(s) within the same day of occurrence.
• Monitor building entry points and review security cameras for any disruptive activities, promptly documenting and reporting incidents as necessary.
• Aid with distribution of all company or community-issued notices (i.e., sever weather, emergency, etc.).
• Manage mail, deliveries, and packages.  (managing Fed Ex, UPS, Amazon, and other delivery partners)
• Ensure all access points are secure, particularly the loading dock area.
• Coordinate scheduling for freight elevators, guest suites, and clubhouse reservations, completing necessary paperwork and sending email confirmations.
• Facilitate access for authorized service providers such as dog walkers and housekeeping.
• Aid service and leasing team with resident communication regarding service request updates, preventative maintenance planning, reminders, and/or entry requests.

Hospitality Services

• Promote resident satisfaction and retention by responding to complaints, questions, and requests in a timely, patient, and empathetic manner. Escalate to Community Manager as needed.
• Promote a “Resort Lifestyle” through market leading customer service, customer experience and resident connection.
• Anticipate resident needs and exceed expectations in providing personalized attention and professional customer service while upholding community rules and regulations.

• Provide towel service for gym and pool areas as required. (If service is offered at the assigned community.)
• Set up and/or replenish refreshment stations such as: WOW fridge, flavored water, etc. as set up at specific community.
• Assist vendors, community guests and residents with on-site directions, parking procedures / directions, transportation recommendations, etc.
• Offer information about local amenities such as shopping, dining, and recreation, while establishing partnerships with local businesses to provide residents with offerings, discounts, and VIP services.

Resident Engagement

• Create an environment where residents receive value that results in high retention and rent growth.
• Patiently and empathetically listen to resident requests, concerns, and comments. Escalate to Community Manager as needed.
• Enter service requests promptly and accurately, whether an internal submission or on behalf of a resident.
• Aid service team with resident communication regarding service request updates, reminders, and/or entry requests.
• Maintain community calendars and portals by posting updates and events.
• Coordinate resident requests for special services with relevant divisions (leasing, maintenance, corporate, etc.).
• Assist in organizing special resident events as directed by management.
• Solicit feedback from residents to identify areas for improvement in service delivery.

Personnel Management:

• Meet with Community Manager regularly to discuss staffing scheduling, personnel updates, resident feedback, hiring updates, etc.
• Serve as a mentor / resource to concierge team.
• Ensure all vacant shifts, especially emergency callouts, are filled. Cover shift yourself as needed.
• Ensure efficiency of staff through ongoing training, instruction, counseling, and leadership.
• Communicate all on-site operational tasks and goals concierge team by hosting weekly meetings.
• Ensure all concierge team members:
  • Represent the company in a professional manner at all the times by displaying exemplary customer service and a positive attitude.
  • Comply with dress code and present themselves in a professional and respectful manner when representing Northwood Ravin and the community.
  • Maintain a tidy and clean workspace.
  • Always present a neat, clean, professional demeanor at all times during the workday and/or whenever serving as a company/community representative.
  • Maintain open communication with all team members, and demonstrate an ability to support and contribute to the team.
  • Learn and comply with all company, local, state, and federal safety rules as instructed by Community Manager and Sr. Leadership.
  • Arrive to work in a timely manner to complete office opening duties, including but not limited to walking property, debriefing and/or reviewing notes from shift prior, etc.
  • Complete daily / weekly / monthly duties listed in the Concierge Associate job description, or assigned to them by on-site leadership and Sr. Leadership.
• Complete office staffing schedules and assignments monthly. Submit to Community Manager and Regional Property Manager.
• Screen, hire, orient and train new personnel.
• Accountable for training, mentoring, and developing, and advocating for, all team members.
• In conjunction with Community Manager, administering success plans to employees requires performance improvement, or corrective actions to employees with performance concerns.
• Document performance improvement notes in Paycom. Include Community Manager, Reginal Manager, and HR Director directly if termination is required per company policy and guidelines.
• Maintain a healthy/positive work environment amongst the concierge team. This includes an open-door policy and conducting regular check-ins with all team members.
• Ensure all administrative processes involving personnel are handled on a timely basis (i.e., performance evaluations, time sheets, change of status forms, etc.).

What you bring to the role:

• Minimum 2 years’ experience in a leadership role in hospitality or related field.
• High School Diploma or equivalent; College education preferred.
• Demonstrated experience in a customer service role, preferably in the hospitality field.
• Strong interpersonal and communication skills.
• Patient, diplomatic, and positive attitude.
• Self-motivated, organized, and capable of multitasking.
• Proficiency in Microsoft Word, Outlook, and Excel.
• Availability to work 40 hours per week, including nights and weekends.
• Proficient in conflict resolution with residents and team members.
• Experience in hiring, training, and managing team members.
• Ability to work flexible hours.
• A polished, professional appearance with the ability to represent the brand with pride
• A willingness to thrive in a fast-paced, ever-changing environment with a focus on growth

What our culture brings to you:

When you join Northwood Ravin, you are not just taking a job but becoming part of a community that values your well-being and professional growth. Our team members are at the heart of our success, and we are committed to supporting and growing you.

In addition to our award-winning culture, we offer a comprehensive benefits package focused on career growth, health and wellness, retirement, and family support so you can thrive professionally and personally.

• Competitive compensation
• Housing discounts
• Extensive training programs
• Health and wellness benefits including medical, free dental, vision, and basic life benefit
• Paid leave plans via Paid Time Off, Sick Time, holidays and Partner Leave
• Retirement planning with a 401(k) program and company match
• Give back days allowing you time away from work to volunteer and pursue personal interests
• Employee Referral Program
• Tenure is rewarded so stay in the nest!  Your PTO accrual rate will increase, benefit premiums will decrease, 401(k) matches increase, additional give back days are added and you will receive a special gift at each tenure milestone!

Northwood Ravin is an equal opportunity employer.

Qualifications