Head Concierge

Head Concierge Job Summary:

Job Description: The Head Concierge position is fully accountable for all day-to-day front desk operations, specifically focused on providing the exceptional, customer service to our residents and their visitors.  

Reports to: Property Manager 

Wage Status:  Non-Exempt (Eligible for overtime) 

Job Responsibilities:

Resident Retention

• Greet every resident and visitor with a smile when they walk into the building. 
• Handle resident concerns and requests on a timely basis or direct them to the proper property management staff member.
• Assist the Leasing/ Property Management Staff implement resident retention programs.
• Know the rules and guidelines of the property and consistently implement policies of the community.
• Answer all incoming telephone calls with a friendly tone within 2-3 rings with appropriate community identifications. Answer questions promptly if you are knowledgeable. Otherwise, take down their name, phone number and concern, call the appropriate party and inform them of the party of the person’s name and their concern before transferring the call. If you are not able to immediately get ahold of the appropriate party, then you must pass the message along via email. 
• Log every package into the book or system, depending on the system your property uses. All residents must pick up the package at the front desk and must show his or her ID to sign out and obtain the package. 
• Must maintain all confidential information regarding residents.
• Directing residents to call the maintenance hotline if they have emergency maintenance issues that cannot safely wait until the next business day. 
• When residents would like to use a dolly, they must give you a government issued ID. Once the dolly or hand truck is returned, you may give back their ID. 
• Creating a positive experience. 
• Taking on responsibilities when there are no members of the Property Management team available. 
• Know and understand the workings of all appliances and fixtures within the suites.
• Assist residents with apartment fixtures.

Visitor 

• Call the resident when a visitor arrives.
• Obtain a government issued ID from the visitor and properly document information. 
• Record every name of each visitor; verify that the name matches the name on the ID, and the time of entry of each visitor.
• Direct each visitor where to go after allowing him or her to access the building.
• Preapprove visitors for meetings with employees. 

Concierge Management

• Consistently use successful techniques and company directives to screen, hire, orient and train new concierge.
• Ensure efficiency of staff through ongoing training, instruction, counseling and leadership.
• Plan weekly/daily concierge schedules and assignments.
• Identify and address employee issues on a timely basis. Document appropriately, communicate the situation to your supervisor and the human resources department, and terminate properly when necessary.
• Ensure all administrative processes involving personnel are handled on a timely basis (i.e., performance evaluations, disciplinary documents, incident reports, salary reviews, time sheets, approving time off, change of status forms, etc.).

Safety

• Closely monitor our security cameras and report any suspicious activity to appropriate parties.
• Learn and ensure compliance with all company, local, state and federal safety rules.
• Report all unsafe conditions to Property Manager immediately.
• Notify proper authorities when necessary. 

Additional Duties

• Order and replenish administrative and leasing supplies as necessary. 
• Assist the Property Manager with the distribution of all company or community-issued notices.
• Maintains and keeps desk and entry area clean and presentable. 
• Playing an active role in making certain the community means the company’s guidelines.
• Take initiative to suggest new ideas and provide feedback on current processes. 

Additional Requirements:

• High school diploma or GED required. 
• Bachelor’s degree preferred. 
• 5 years’ experience in hospitality, travel or hotel environment. 
• A sharp professional appearance. 
• Demonstrate excellent customer service and desire to please residents/ visitors. 
• Must have strong written and oral communication skills. 
• Proficient in computer application, including Microsoft Office. 
• Demonstrated good organizational, time management and follow through skills. 
• Experience in Yardi preferred. 
• A eye for detail and a knack for anticipating a customer’s need.
• Ability to lift up to 30 pounds. 
• Luxury apartment experience is preferred. 
• Must have knowledge of the local area restaurants, bars, tourist attractions, city’s events, and services. 
• Must be able to read and write in English. 
• Attendance is an imperative job function.
• Must be willing to work all shifts, including nights and weekends. 
• Employees must fulfill the performance standards of this position and comply with policies, rules and procedures of the company, including those set out in the Employee Handbook or otherwise communicated (verbally or writing) to employees.

Post Brothers provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Post Brothers complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.