High Rise Lead Concierge - Multifamily

Hines•Houston, TX

4d•$25 - $27

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. As a High Rise Lead Concierge - Multifamily with Hines, you will play an integral role in demonstrating a 5-star resident and guest service experience in every interaction. You will exemplify extraordinary customer service skills as you provide prompt responses and showcase your vast knowledge of local entertainment and restaurant venues. Your possessing of in-depth familiarity of the local businesses will be vital to your success.

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
Strong customer service orientation
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

Welcome new residents and guests and ensure that prospects and visitors are comfortable as they wait
Partner with the valet and concierge team to ensure we maintain high elevated service standards
Support residents with use of luggage carts
Monitor guest traffic and parking garage for team members and vendors
Monitor security cameras and fire alarm systems
Answer phone calls, transfer calls to appropriate reference points, and assist with completed request call backs
Ensure packages are delivered and document as well as notify residents of the arrival in a timely fashion
Update the daily log pertaining to any events and report any concerns to management
Oversee the concierge department in ensuring resident experience is exemplary
Take lead in organizing, promoting, and delivering resident events and activities ensuring resident’s find value outside the walls of their apartment home
Arranging coverage for the team as needed
Book freight elevators for move-ins, move-outs and furniture deliveries
Keep detailed information of the surrounding areas pertaining to restaurants, delivery places, and other areas of interest for residents
Trains incoming concierge team on day to day tasks, responsibilities
Handles and resolves customer complaints. If unable to resolve independently, acts as a liaison with Management team to resolve inquiries/complaints
Responds within 24 hours to residents’ requests via telephone, email or postal mail
Follows up with Residents within 24-hours to ensure the inquiry/complaint has been resolved satisfactorily
Provide a personalized experience, with emphasis on care and convenience for our future and current residents
Engage with residents, fostering an ongoing, positive relationship while confirming their expectations are being fulfilled
Respond to resident complaints and concerns in a timely and professional manner, making sure every situation handled, ends with gratification
Assist with planning, promote and deliver resident events and activities ensuring resident’s find value outside the walls of their apartment home
Identify, communicate and implement opportunities to improve resident experience and service