Anticipate need of residents and execute all requests in a timely fashion. Be instrumental in creating a luxury environment and executing five star service exceeding expectations in customer service.
Duties and Essential Functions
The Front Desk/Concierge team member provides information and resources for residents and guests to have a meaningful visit. This is a key employee liaison between all guests of the community and the residents which provides exceptional customer service.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Greet guests in a friendly and courteous manner.
- Assist front office manager with training new team members.
- Ensure customer needs are met: provide directions, suggest and make reservations for restaurants, including travel. Arrange for special requests for residents upon their request to include airline reservations, ground transportation, hotel accommodations, tickets to major events, golf outings, tours, ordering and delivery of flowers and baskets, preparation of unit for resident arrivals, and any other services that would accommodate the resident's needs.
- Coordinate special events or special projects as assigned.
- Provide information on the geographical area. Suggest site-seeing locations and arrange tours.
- Conduct all concierge services for the association as an ambassador with integrity and in a professional manner at all times.
- Respect all residents' privacy, information, perspective, priorities, times, and resources.
- Establish relationships with local merchants and service providers.
- Maintain a warm and friendly demeanor at all times.
- Communicate with residents and guests concerns to management promptly.
- Arrange for move-ins and move-outs once Management has approved.
- Receive all lost and found items; keep a log of lost and found items.
- Maintain a log for all incoming and outgoing packages, call resident and maintain records of all packages.
- Assist with newsletter and other mailings (stuffing, labeling) and posting of memos is mailroom.
- Prepare weekly activity reports as required and submit to management.
- Review calendar of events, daily updates, daily tee sheets, daily spa reservations, function sheets and hours of operation daily in order to answer questions intelligently and to help direct members.
- Greet all guests in a standing upright position as they enter the community maintaining the highest quality of customer service.
- Coordinate with office administrative staff to maintain and update all unit owner information in computer database.
Utilize proper phone etiquette for all incoming and outgoing phone calls made to residents. All calls should be clear and in a professional manner.
Report any violations of the Rules and Regulations that are noticed at any time. - Be familiar with the fire alarm system operations and report all incidents to management.
- Call police or fire departments in cases of emergency, such as fire or presence of unauthorized persons.
- Follow all standards policies and procedures with regards to emergency response by coordinating with Management, Chief Engineer, or Fire Rescue / Police services.
- Write reports of daily activities and irregularities for management
- Report any and all maintenance items which include, but is not limited to, burned out lights, leaks, broken equipment to the Association office daily.
Competencies;
Communication Proficiency.
Customer/Client Focus.
Discretion.
Initiative.
Leadership.
Team member leads by example, consistently conveying a positive attitude, passion, excellent grooming standards and pride in your work.
Approach all encounters with residents, guests, and fellow employees in a gracious, attentive, courteous, and service-oriented manner.
Supervisory Responsibility
This position has no direct supervisory responsibilities, but it does serve as a coach and mentor for other positions in the department.
Work Environment
This job operates in a luxury, high-end community that may be a high-rise building or home owner association. This position will often be assisting guests in outside weather conditions throughout the day.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is regularly required to talk and hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. The employee is occasionally required to sit; climb or balance; and stoop, kneel, crouch or crawl. The employee must frequently lift and/or move items up to 30 pounds and must occasionally lift or move items over 30 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
Position Type/Expected Hours of Work
This position is full time and regularly requires early morning, late night and weekend shifts. The current expected hours are Thursday through Monday from 10:00 am to 6:30 pm.
Required Education and Experience
- High School Diploma. AA or BA strongly preferred.
- Minimum 2 years experience working in the hospitality industry in similar role.
- Knowledgeable with computers software programs commonly used in the industry.
- Must have excellent communication skills; verbal and written to convey information and ideas clearly.
- Must be creative and enjoy creating a luxury lifestyle that is fun and safe for residents.
- Bi-lingual English/Spanish may be required at some locations
- Previous work experience in the hospitality industry highly preferred
Position Supervision
Employee reports to the Property Manager of the community.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.