Job Description
Concierge Position Overview
Associa is currently looking for a Concierge. A Concierge is the visible point person for the business enterprise and are there to always be available to guests/customers. They may be considered to be upscale, high-end information desk employees. The Concierge will need a strong familiarity with the surrounding area to provide directions. They may need to know bus, train, and subway schedules as well. The Concierge also performs other services for guests/customers, which may involve tasks such as receiving packages at a hotel for a guest or ensuring that a guest's dry cleaning is picked up or dropped off.
Job Duties and Responsibilities:
- Welcomes guests/new customers to facility.
- Performs various administrative/managerial tasks in support of facility's mission.
- Creates a positive experience for guests by attending to needs and answering questions.
Concierge Job Description and Expectations
1) Resident Interactions
a) Treat every interaction as though it will have a permanent effect on Watermark's reputation.
b) As vendors and technicians also serve Watermark residents, treat vendors, technicians and anyone who serves the Watermark property as though they are a resident.
c) Greet every resident and guest who comes through the lobby or elevator lobby, using their name if possible.
d) Open lobby doors as often as possible, especially if the resident has their hands full or is searching for their keys. Offer to help them carry items up to their suite.
e) Be polite, courteous, accommodating, and willing to listen with every resident request or complaint no matter how upset they are over a situation.
f) Never say, "I don't know" to a resident. Tell them that you will research the best possible solution for them and that you'll get back to them. Then get back to them.
g) Only text a resident if they have texted you first, or if they've requested texts as a preferred means of communication. Texting limits professionalism and personal contact. If possible, call them and speak to them on the phone, in person, or write them an email.
h) Every resident, whether leasing or owning, should be treated consistently with the same high level of service.
i) "Own" every request or situation. Take initiative. Be responsible for the outcome. Resolve each task as efficiently and effectively as possible. If the situation is prolonged, make sure to pass information along to all involved parties and give updates as they come.
2) Communication
a) The concierge must produce a daily log of all daily activities and information to be passed on in the log notebook or in email form. This is paramount for achieving proper communication within the concierge team, so that everyone is informed of what is happening and has happened during the previous shifts. It also keeps time from being spent on redundant communication.
b) The concierge must send an email to the Property Manager detailing the contractors and work done by them for any contractor work other than regularly scheduled maintenance.
c) A record of all keys, fobs, parking tags, and garage remotes must be kept for any building access items. No keys, fobs, parking tags, or garage remotes are to be given out without receiving payment first.
d) No Master Keys will ever leave the premises. They must be secured as per our process.
e) All warnings to residents about Rules and Regulations violations must be sent to Property Management so that a record of violations and fines can be kept. The Property Manager must approve all warnings.
f) As it is the concierges' job to coordinate all onsite activities between the different departments of Watermark, contractors, and residents, communication and records of activities being kept is of the utmost importance.
g) All correspondence must be responded to within 24 hours, preferably much sooner.
h) If something is asked of you in an email or by any other method, a proper response with the job status or completion must be sent so that all parties know that the issue has been resolved.
3) Dress/Attire
The concierge team must dress presentably in properly pressed dress clothing, i.e. dress shirt, dress pants and shoes.
4) Time/Material Management
a) Time at work should be spent on Watermark business. This includes no personal phone calls/texting unless it is an emergency.
b) Materials purchased for Watermark should be used only for the Watermark property.
c) The Watermark laptop is only for Watermark business use. Facebook, other social networks, personal email, and online chat rooms shouldn't be used with Watermark property.
d) The concierge should remain at the concierge desk as much as possible throughout the day. If the concierge must step away from the desk, the "away sign" must be displayed on the desk.
5) Punctuality
a) Must be on time for scheduled shifts.
b) Must stay for the entirety of your shift.
What do we offer?
Associa have been designated Great Place to Work for nine consecutive years and many of our locations are awarded as Best and Brightest.
Benefits Summary:
- World-Class Training
- Additional Income Opportunities
- CAI (Community Association Industry) Course/Designation Assistance
- Paid Time Off/Holidays
- Comprehensive Medical Benefits
- Mileage Reimbursement
- Cellphone Reimbursement
- Hybrid Work Environment
Compensation:
- $23.00 hourly pay; direct experience highly considered.