What are the responsibilities and job description for the Concierge | Downtown Austin - Luxury Residences position at WRMC, Inc.?
LOCATION: Downtown Austin
SCHEDULE: Full-Time | Monday - Friday | Morning shift
ABOUT US
Worth Ross Management Company is an award-winning industry leader, and a team of extraordinary people. We have the advantage of recruiting and retaining the best talent in the HOA management industry. Diversity and inclusion are the only paths that allows forward progress and our success as a company stems from that philosophy.
ABOUT THE ROLE
Requires a self-motivated, outgoing, detail-oriented, customer service and customer-focused individual. Welcomes all residents, guests, and vendors professionally and warmly. Controls access to the building through engaging with all persons entering the building, and checking-in those guests and vendors who need to. Has excellent interpersonal, communication, and organizational skills that allow them to work independently, and without direct supervision. These include multi-tasking, e-mailing, telephone etiquette, taking and communicating important messages, learning, and using resident, guest and vendor names and using them consistently. Identifying and organizing resources to provide a high level of personal service that is expected by our residents, their families, and other guests.
WHAT YOU'LL DO
• Communicates effectively and demonstrates good customer service skills to residents, guests, vendors and other staff members.
• Identifies and clarifies the residents’ needs and desires. Answers questions and provides solutions.
• Seeks the way to improve the services that we already provide, or possibly add additional services, by listening to resident comments, observing their usage, and making recommendations to management.
• Assists residents in scheduling access for authorized vendors to provide services within units.
• Maintains resident and guest privacy, and the organization's reputation, by always keeping information confidential.
• Able to understand and react quickly and effectively to any emergency.
• Responsible for maintaining a safe and secure work environment for all residents, guests and staff. Follows established safety guidelines and immediately reports all hazardous conditions or equipment safety issues to General Manager.
• Enhances department and organizational reputation by accepting ownership for accomplishing new and different requests and exploring opportunities to add value to job accomplishments.
• Accurately maintains daily shift notes into Building Link system.
• Receives packages & deliveries and logs in Building Link system, organizes packages for delivery and delivers to residents as schedule permits.
• Responds to resident concerns and complaints in a professional and caring manner. Follows up and tries to resolve all such concerns and complaints. Elevates issues to Lead Concierge or AGM if necessary/appropriate.
• Manages resident relations to ensure a consistently high level of service, including timely and complete resolution of resident concerns and issues, and coordinating special services and requests.
• Performs other duties and responsibilities consistent with the position as assigned by the AGM or Lead Concierge.
EDUCATION/EXPERIENCE
High school diploma or equivalent
WHAT YOU NEED TO SUCCEED
- Physical demands include the ability to lift 30-50lbs.
- Standing, sitting, and walking.
- Ability to work at a personal computer, as well as talking on the phone, for extended periods of time.
- Ability to quickly and easily navigate the building as required to meet job functions.
- Ability to detect auditory and/or visual emergency alarms and respond quickly and appropriately.
- Ability to work extended/flexible hours, weekends, and holidays if required by coverage necessary for the building,
- Ability to respond to emergencies promptly.
- Communicate, receive and exchange ideas and information using both spoken and written word.
- The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Medical
- Dental
- Vision
- Short term disability (STD)
- Long term disability (LTD)
- Employee assistance program (EAP)
- Pet insurance
- Retirement
- Paid Time Off (PTO)
- 401K