Concierge Overnight

Castle Management•Dallas, TX

About The Position

The Concierge is a hospitality professional responsible for efficiently handling residents’ requests and needs upon entering the community or building. The role provides exemplary service consistent with Castle Group’s values and mission and demonstrates outstanding customer service representative of Castle Royal Service. The Concierge greets and assists residents and guests, provides information and recommendations, responds to phone and in-person requests, maintains activity and incident records, and supports emergency response and security functions where applicable. The position also includes package logging and tracking, following safety procedures, and escalating issues to the Property Manager when needed. Duties and responsibilities may change or be supplemented based on organizational needs.

Requirements

High school diploma or equivalency.
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, or 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.
Ability to use fingers extensively for typing and visual use of a computer monitor.
Ability to handle, grasp, and feel objects and equipment; reach with hands and arms; repeat motions with wrists, hands, and fingers; and stoop and bend.
Ability to hear, understand, and appropriately respond to verbal requests in person and over the telephone, and to respond verbally in an understandable, professional manner.

Nice To Haves

College-level courses in business and hospitality.
At least 1 year of hospitality experience.
Fluency in multiple languages.

Responsibilities

Greet residents and guests upon entry and respond to requests, questions, and other needs.
Make reservations and recommend restaurants, bars, and clubs to residents and their guests.
Document issues or transactions as needed.
Learn Association policies and requirements.
Identify the appropriate department or person to support escalations and resolutions.
Develop knowledge of nearby areas and attractions.
Answer phones promptly and respond to questions and requests, using support resources when needed.
Maintain activity logs, incident reports, records, and forms for the Property Manager’s daily review.
Escalate concerns and 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 pickup or delivery, when applicable.
Perform other duties and responsibilities as assigned.