Concierge

Castle Group•Fort Worth, TX

19h

About The Position

The Concierge is a hospitality professional responsible for handling residents’ requests and needs upon entering the community or building in a professional, effective, and efficient manner. The role provides exemplary service consistent with Castle Group’s values and mission, demonstrating customer service representative of Castle Royal Service. The Concierge welcomes residents and guests, provides information and recommendations, handles calls and requests, and helps resolve or escalate concerns. The role also maintains activity and incident records, supports emergency response and security-system monitoring where applicable, tracks packages, and follows required safety procedures.

Requirements

High school diploma or equivalency required.
Effective written and verbal communication skills.
Excellent customer service skills, including strong conflict-resolution and de-escalation techniques.
Ability to project a professional and knowledgeable demeanor.
Intermediate command of computer hardware and software, specifically Microsoft Office Suite.
Excellent organizational skills and attention to detail.
Ability to prioritize tasks.
Ability to act with integrity, professionalism, and confidentiality.
Ability to work under pressure, maintain composure, and use good judgment during emergency, difficult, and stressful situations.
Ability to lift 30 pounds following appropriate safety procedures.
Ability to stand upright for long periods, walk and climb stairs, and navigate the property or building as required.
Ability to use fingers extensively for typing and to view a computer monitor.
Ability to handle, grasp, and feel objects and equipment; reach with hands and arms; and repeat motions with wrists, hands, and fingers.
Ability to hear, understand, and respond appropriately to verbal requests in person and over the telephone.
Ability to respond verbally in an understandable and professional manner in person and over the telephone.
Ability to stoop and bend.

Nice To Haves

College-level courses in business and hospitality preferred.
At least 1 year of hospitality experience preferred.
Fluency in multiple languages is desirable, but not necessary.

Responsibilities

Greet residents and guests upon entry and respond to their requests, questions, and other needs.
Make reservations and provide restaurant, bar, and club recommendations to residents and their guests.
Document issues or transactions as needed.
Develop an understanding of Association policies and requirements.
Know which department or person to contact when an issue needs escalation or resolution.
Develop knowledge of nearby areas and attractions.
Answer phones promptly, respond to questions and requests, and identify support resources when needed.
Maintain activity logs, incident reports, records, and forms for the Property Manager’s daily review.
Escalate concerns or issues to the Property Manager for immediate resolution when necessary.
Monitor the Emergency Response System and respond in a timely and efficient manner.
Monitor and control Electronic Security Control Systems, if applicable.
Follow all safety precautions and procedures while performing duties.
Log packages and track them until resident pick-up or delivery, when applicable.
Perform other duties and responsibilities as assigned.