Lead Concierge

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

Oversees the Concierge team. Responsible for planning and directing the Front Desk/Concierge operations, resident and guest services, including all related management functions, with the end result being a consistently positive resident or guest experience. Requires a self-motivated, outgoing, detail oriented, customer service and customer-focused individual. Welcomes all residents, guests and vendors professionally and warmly. Maintains excellent knowledge of emergency response and access control procedures. 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 the highest level of personal service that is expected by our residents, their families and other guests.

WHAT YOU'LL DO

• Oversees and schedules all Concierge staff to cover the requirements of the building.
• Responds to any changes in the schedule and fills any open shifts in a timely manner. On call availability for emergencies and call outs.
• Forwards shift and time-off requests to Manager for approval.
• Provides initial training in concierge position responsibilities to any new hires.
• Maintains daily logs and incident reports. Presents them to General Manager for review
• Assists in investigations, tape/log reviews of any unusual incidents.
• Assists General Manager and Assistant General Manager with any special requests – administrative work, mailings, etc.
• Monitors and controls Electronic Security Control Systems and access to the building
• Identifies and clarifies residents’ needs and desires. Answers questions, gives directions and instructions, and develops inventories of services provided.
• Guides the resident, guest or vendor to their destination in the building when time permits
• Manages and screens messages.
• Assists residents in establishing accounts and schedules access for authorized vendors to provide services within units.
• Seeks 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.
• Maintains resident and guest confidentiality, and the organization's reputation.
• Able to understand and react quickly and effectively to any emergency.
• Consistently monitors and controls all electronic security control systems and react quickly when there is an issue to be resolved.
• Enhances department and organizational reputation by accepting ownership for accomplishing new and different requests and exploring opportunities to add value to job accomplishments.
• Enters all pertinent information concerning residents, their contact information, family members, pets, vehicles, insurance, into Building Link. Responsible for making any changes to this information on a timely basis.
• Responsible for maintaining a safe and secure environment for all residents, guests and staff. Follows established safety guidelines and immediately reports all hazardous conditions or equipment safety issues to General Manager and Chief Engineer.
• 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 General Manager 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.
• Communicates effectively and demonstrates good customer service skills to residents, guests, vendors and other staff members.
• Ability to work weekends, holidays and additional shifts when necessary.
• Attends scheduled in-service training when required

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.

OUR BENEFITS

Medical

Dental

Vision

Short term disability (STD)

Long term disability (LTD)

Employee assistance program (EAP)

Identity theft protection

Pet insurance

Retirement

Paid Time Off (PTO)