Concierge II

Position Overview & Purpose

The Concierge, along with members of the Concierge team, ensures unmatched service to Company residents and guests by maintaining a professional, flexible, helpful environment that meets a variety of customer needs.

Essential Duties & Responsibilities

• Greets all who enter and exit the building with a smile and genuine enthusiasm throughout the day.
• Sets appointments for customers and vendors.
• Provides administrative and hands-on assistance with move ins.
• Provides information on events and activities residents may enjoy.
• Maintains cleanliness and organization of the lobby area.
• Answers and appropriately fields incoming calls from residents, prospective residents, vendors, and other parties.
• Fields service requests from current residents by communicating with maintenance staff and following up with residents.
• Scans, organizes, and hands out packages to residents.
• Assists vendors and residents with obtaining necessary keys to building areas.
• Maintains reservation books for amenities and guest suites.
• Assists with lobby tours and field general questions as needed.
• Provides directions to residents and /or guests.
• Makes reservations for patrons, such as for dinner, spa treatments, or golf tee times, and obtain tickets to special events.
• Provides information about local features, such as shopping, dining, nightlife, or recreational destinations.
• Makes travel arrangements for sightseeing or other tours
• Provides business services for residents, such as sending or receiving faxes or shipping packages.
• Picks up and deliver items or run errands for residents.
• Carries out unusual requests, such as searching for hard-to-find items or arranging for exotic services, such as hot-air balloon rides.
• Receives, stores, or delivers packages or mail.
• Performs office duties on a temporary basis when needed.
• Arranges for interpreters or translators when patrons require such services.
• Cleans and tidies lobby as needed.
• Support Tier 1 concierge - Training and Guidance on company standards and practices
• Perform listed tasks with minimal supervision and oversight
• Assist and conduct package audits for overflow and Smart Package Room
• Fully cross trained and familiar with all properties
• Other duties assigned by management.
  
  

Supervisory Responsibilities

• Not applicable
  
  

Knowledge, Skills, & Abilities

• Excellent written and verbal communication skills, including writing reports, business correspondence, and procedural manuals.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public and regulatory agencies.
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, and government regulations.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to interpret an extensive variety of technical instructions in mathematical or diagram form, and deal with several abstract and concrete variables.
• Ability to solve practical problems with a variety of concrete variables in situations where only limited standardization exists.
• Ability to perform basic math in all units of measure, including whole numbers, common fractions, decimals, and to compute rate, ratio, and percentages
• Ability to understand basic lease agreements when it applies to assisting residents with questions about policies or general information.
• Ability to analyze and interpret lease agreements.
• Basic computer and software skills, including word processing, data entry and analysis, and presentation development.
• Advanced computer and software skills, including BuildingLink, Yardi, or equivalent.
• Ability to appropriately prioritize and manage multiple requests at once.
• Organized, detailed, reliable approach to duties and communication.
• Consistently professional, collaborative, and responsive approach to customer service and interactions with colleagues.
• Strong ability to self-motivate, take initiative, and manage time to accomplish duties and projects independently.
• Excellent judgment and ability to ask for help in critical applications.
• Observance of and commitment to the highest professional ethical standards.
  
  

Qualifications & Competencies

BASIC

• High School Diploma or equivalent
• 2 years in similar concierge or hospitality role
• Strong customer service background
• Must be able to provide proof of eligibility to work in the U.S.
• Eligibility for advancement - Tier 2 concierge will be eligible for Tier 3 concierge review after holding position for 1 year. Tier 3 concierge must be a full-time employee.
  
  

Physical Requirements

% of Work Time

Must have the ability to remain in a seated position.

20%

Must have the ability to speak and hear clearly.

90%

Must have the ability to lift office products and supplies, up to 20 lbs.

65%

Must have the ability to stoop, kneel, bend and reach.

90%

Must have dexterity to write and manipulate computer keyboard and mouse.

75%

Preferred

• Hospitality or multi-family experience
  
  

SCHEDULE

• This position is full time permanent. Working hours vary.
  
  

TRAVEL

• Not applicable
  
  

Working Conditions & Physical Requirements

• Duties are conducted indoors in environmentally controlled conditions.
  
  

Compensation

WAGES

• This position is paid an hourly rate. Estimated Starting Hourly Range: $21.00
• Exact salary is determined within the stated range by merit; seniority; production rate and/or quality; geographic location; education, training, and/or experience related to job duties and responsibilities; or travel required by the position.
• Potential additional compensation includes commission and annual bonus.
  
  

Benefits

• Employee benefits include:
• On and off-site job specific training
• Medical, dental, vision, and life insurance
• 401k with company matching
• 10 paid holidays/year
• Generous paid leave on a schedule according to tenure
• Rent discount for BREG properties
  

STATEMENT

The qualification requirements, physical demands, and work environment characteristics described in this job description are representative of those that must be met by an employee to perform the essential duties and responsibilities of this job successfully.

This job description in no way states or implies that the essential duties described are the only responsibilities involved in the position. The employee is required to follow any other instruction and to perform any other duties by any person authorized to give instructions or assignments.

This job description in no way states or implies a contract of employment.

Broe Real Estate Group reserves the right to modify this job description at their discretion at any time and will notify the employee of the change.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities.