Concierge

Castle Management•Boca Raton, FL

8d•Onsite

About The Position

The Concierge is a hospitality professional responsible for professional, effective and efficient handling of all residents’ requests and needs upon entering the community/building. The Concierge provides exemplary service consistent with the values and mission of the Castle Group. He or she performs all responsibilities while demonstrating outstanding customer service skills representative of Castle Royal Service. He or she develops an understanding of Association policies and requirements, and develops an understanding of the appropriate department/person to support when an escalation for resolution is needed. The Concierge develops knowledge of the building, answers phones promptly, and keeps track of activity logs and incident reports for the Property Manager’s daily review. The Concierge escalates concerns/issues to the Property Manager for immediate resolve when necessary, monitors the Emergency Response System and responds in a timely and efficient manner, and monitors and controls Electronic Security Control Systems if applicable. The Concierge ensures all safety precautions and procedures are followed while performing duties. Logging all packages and tracking them until pick-up by or delivery to resident, when applicable.

Requirements

High school diploma or equivalency required.
Fluent in English 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/software.
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 utilize good judgement during emergency/difficult and stressful situations.
Ability to lift 30 lbs. following appropriate safety procedures.
Ability to work in an upright standing position for long periods of time.
Ability to walk and climb stairs.
Ability to easily navigate the property/building as to meet the job functions.
Extensive use of fingers for typing and visual use of the computer monitor.
Ability to handle, grasp, feel objects and equipment.
Ability to reach with hands and arms.
Ability to repeat various motions with wrists, hands and fingers.
Ability to hear, understand and respond appropriately to verbal requests made in person and over the telephone.
Ability to respond verbally in an understandable, professional manner in person and over the telephone.
Ability to stoop and bend.

Nice To Haves

1+ years of hospitality experience preferred.

Responsibilities

Greets residents/guests upon entry, responds to requests, questions, and any other needs.
May document issues or transactions as needed.
Develops an understanding of Association policies and requirements.
Develops an understanding of appropriate department/person to support when an escalation for resolution is needed.
Develops knowledge of building.
Answers phones promptly, with an ability to answer questions/requests, while understanding support resources when needed.
Keeps track of activity logs and incident reports, records, and forms for the Property Manager’s daily review.
Escalates concerns/issues to Property Manager for immediate resolve when necessary.
Monitors Emergency Response System and responds in a timely and efficient manner.
Monitors and controls Electronic Security Control Systems if applicable.
Ensures all safety precautions and procedures are followed while performing duties.
Logging all packages and tracking them until pick-up by or delivery to resident, when applicable.
Other duties and responsibilities as assigned.