High Rise Lead Concierge - Multifamily

Hines•Atlanta, GA

2d•Onsite

About The Position

When you join Hines, you will embark on a career journey fueled by vision and guided by leaders who set the standards of our industry. Our legacy is rooted in innovation and excellence, earning us a spot on Fast Company’s esteemed annual list of the World’s Most Innovative Companies, as well as recognition as one of U.S. News & World Report’s Best Companies to Work For in 2024. Discover endless opportunities to grow and make your mark at Hines. We’re creating places people are proud to call home and supporting teams who take pride in delivering hospitality-focused experiences every day all while building lasting, meaningful careers along the way. Backed by Hines, a global real estate investment, development, and property management firm, Hines Living is one of the firm’s highest-conviction growth priorities, expanding rapidly across North America. Come grow with us!

Requirements

High school diploma or equivalent from an accredited institution.
Two or more years of experience specifically in multifamily, hospitality, or property management.
Two or more years of experience within the hospitality industry.
Excellent written and verbal communication skills.
Resourceful team player whose integrity will build strong and trusting relationships with residents and teammates.
Ability to work a flexible schedule including weekends and holidays.

Nice To Haves

Experience in property management/multifamily strongly preferred.
Leadership or supervisory experience preferred.

Responsibilities

Organizing, coordinating, and implementing various resident services and programs.
Acting as the point of contact for residents.
Welcoming new residents and guests and ensuring that prospects and visitors are comfortable as they wait.
Engaging with residents, fostering an ongoing, positive relationship while confirming their expectations are being fulfilled.
Providing a personalized experience, with emphasis on care and convenience for our future and current residents.
Answering phone calls, transferring calls to appropriate reference points, and assisting with completed request call backs.
Handling and resolving customer and resident complaints. If unable to resolve independently, acting as a liaison with Management team to resolve inquiries/complaints.
Responding within 24 hours to residents’ requests and concerns via telephone, email or postal mail.
Acting as a liaison between residents and maintenance teams.
Responding to resident complaints and concerns in a timely and professional manner, making sure every situation handled, ends with gratification.
Overseeing the concierge department in ensuring resident experience is exemplary.
Training incoming concierge team on day to day tasks, responsibilities.
Arranging coverage for the team as needed.
Supporting residents with use of luggage carts.
Monitoring guest traffic and parking garage for team members and vendors.
Monitoring security cameras and fire alarm systems.
Ensuring packages are delivered and documented as well as notifying residents of the arrival in a timely fashion.
Updating the daily log pertaining to any events and reporting any concerns to management.
Booking freight elevators for move-ins, move-outs and furniture deliveries.
Keeping detailed information of the surrounding areas pertaining to restaurants, delivery places, and other areas of interest for residents.
Identifying, communicating and implementing opportunities to improve resident experience and service.
Assisting in organizing, promoting, and delivering resident events and activities ensuring resident’s find value outside the walls of their apartment home.