Lead Concierge

Hines•Chicago, IL

3d•$26 - $34

About The Position

The Lead Concierge at Lincoln Commons provides a five-star resident and guest service experience, responds promptly to requests, and uses detailed knowledge of local businesses, restaurants, and entertainment venues to provide helpful service. The position builds positive relationships with residents, addresses complaints, and works with the management team when issues require escalation. It reports to the Community Manager. The role also manages amenity reservations, supports maintenance scheduling and notifications, oversees certain contract obligations, and handles invoices, physical mail, and parts of the monthly reporting process. It supports the Assistant Property Manager with some commercial management tasks, including vendor contract management and retail leasing, and assists with resident renewals and move-outs. The employee must hold or obtain an Illinois real estate leasing agent license within 120 days.

Requirements

High school diploma or GED from an accredited institution.
Excellent customer service experience and ability to pass a fair housing exam.
At least two years of relevant experience.
At least two years of experience receiving and resolving customer service concerns or disputes.
Effective written and verbal communication skills.
Ability to work independently without direct supervision.
Knowledge of property-level operations software; Outlook, internet software, Office 365, including Excel and Word.
Ability to meet high attendance and punctuality requirements.
Ability to visually inspect building areas, including the garage and roof.
Ability to climb stairs for inspections and emergency procedure practice or implementation.
Ability to physically withstand long working hours.
Ability to detect emergency alarms through auditory and/or visual senses and use olfactory, auditory, and visual senses.
Ability to work weekends and overtime as the job requires.
Must hold or obtain an Illinois real estate leasing agent license within 120 days.

Nice To Haves

Hospitality experience.

Responsibilities

Handle and resolve customer complaints, liaising with the Management team when needed.
Respond within 24 hours to resident requests received by telephone, email, or postal mail.
Provide personalized service emphasizing care and convenience for prospective and current residents.
Engage with residents, build positive relationships, and confirm their expectations are being fulfilled.
Address resident complaints and concerns promptly and professionally, aiming for a satisfactory resolution.
Identify, communicate, and implement opportunities to improve the resident experience and service.
Support Hines culture and an empowering environment to achieve strong prospect survey results and social media reviews.
Coordinate preventative maintenance schedules, planning, and notifications with the maintenance team.
Supervise certain contract obligations.
Manage reservations for reservable amenities, including the sky lounge, guest suites, and loading dock.
Upload and approve invoices and manage incoming physical mail.
Support monthly reporting, including accruals and variance comments as applicable.
Support the Assistant Property Manager with some commercial management tasks, including vendor contract management and retail leasing support.
Assist with resident renewals and move-outs.
Carry out other duties as assigned by the Community Manager.
Hold or obtain an Illinois real estate leasing agent license within 120 days.