Concierge

Castle Management•Fort Worth, TX

About The Position

The Concierge is a hospitality professional responsible for handling residents’ requests and needs when they enter the community or building. The role provides exemplary service consistent with Castle Group’s values and mission and demonstrates customer service representative of Castle Royal Service. The Concierge greets residents and guests, responds to inquiries and requests, supports reservations and local recommendations, documents activity, and helps monitor safety and security systems. The position also maintains records for the Property Manager and escalates concerns when needed.

Requirements

High school diploma or equivalent.
Effective written and verbal communication skills.
Excellent customer service skills, including 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 while following appropriate safety procedures.
Ability to stand upright for long periods, walk and climb stairs, and navigate the property or building.
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; repeat motions with wrists, hands, and fingers; stoop and bend.
Ability to hear, understand, and respond appropriately to verbal requests in person and over the telephone, and to respond verbally in an understandable and professional manner.

Nice To Haves

College-level courses in business and hospitality.
At least 1 year of hospitality experience.
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 surrounding areas and attractions.
Answer phones promptly, respond to questions and requests, and use 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 residents pick them up or they are delivered, when applicable.
Perform other duties and responsibilities as assigned.