High-Rise Lead Concierge - Residences at La Colombe d'Or

Hines•Houston, TX

13d•Onsite

About The Position

The Lead Concierge organizes, coordinates, and implements resident services and programs at a multifamily property, serving as a key point of contact for residents, guests, prospects, vendors, and internal teams. The role focuses on providing personalized, hospitality-oriented service and building positive relationships with residents. The Lead Concierge oversees the concierge department, trains incoming team members, arranges coverage as needed, responds to and helps resolve resident requests and complaints, and coordinates with management and maintenance teams. The position also supports daily property operations by monitoring guest traffic, parking, security cameras, and fire alarm systems; managing package notifications and records; booking freight elevators; maintaining daily logs; and helping organize resident events and activities. This position is fully on-site at the assigned property five days per week and requires a flexible schedule that includes weekends and holidays.

Requirements

High school diploma or equivalent from an accredited institution.
At least two years of experience specifically in multifamily, hospitality, or property management.
At least two years of experience in a luxury hospitality setting.
Strong customer service orientation.
Excellent written and verbal communication skills.
Resourceful team player with integrity and the ability to build strong, trusting relationships with residents and teammates.
Ability to work a flexible schedule, including weekends and holidays.
Ability to work fully on-site at the assigned property five days per week.

Nice To Haves

Property management or multifamily experience is strongly preferred.
Leadership or supervisory experience is preferred.

Responsibilities

Welcome new residents, guests, prospects, and visitors, helping ensure they are comfortable.
Build positive relationships with residents and confirm their expectations are being met.
Provide personalized service focused on care and convenience for current and prospective residents.
Answer and transfer phone calls and assist with callbacks regarding completed requests.
Handle and resolve customer and resident complaints; liaise with management when issues cannot be resolved independently.
Respond to resident requests and concerns within 24 hours by telephone, email, or postal mail.
Act as a liaison between residents and maintenance teams.
Address resident complaints and concerns promptly and professionally, aiming for satisfactory outcomes.
Oversee the concierge department to support an exemplary resident experience.
Train incoming concierge team members on daily tasks and responsibilities.
Arrange team coverage as needed.
Assist residents with luggage carts.
Monitor guest traffic and the parking garage for team members and vendors.
Monitor security cameras and fire alarm systems.
Receive and document packages and notify residents of arrivals in a timely manner.
Update the daily log regarding events and report concerns to management.
Book freight elevators for move-ins, move-outs, and furniture deliveries.
Maintain detailed information about nearby restaurants, delivery services, and other areas of interest to residents.
Identify, communicate, and implement opportunities to improve resident experience and service.
Help organize, promote, and deliver resident events and activities.