Lead Concierge

Southwest Properties

4d•Onsite

About The Position

As Lead Concierge, you will become highly skilled in providing exceptional customer service to our residents and supervising a team of Concierge. As Lead Concierge, you will be the main contact for all resident requests and concerns. You will provide information on building amenities and available units to prospective residents, and conduct regular rounds of the complex. You will also supervise a team of Concierge.

Requirements

3-4 years of customer service experience.
Exceptional customer service skills.
Ability to organize work, prioritize tasks, and manage time effectively in a fast-paced environment.
Comfortable using computer programs for scheduling, communication, and timecard/payroll tasks.
Strong communication and interpersonal skills with the ability to provide guidance and feedback to team members.
Demonstrated reliability, accountability, and integrity.
Strong attention to detail with a high level of quality.

Nice To Haves

Supervisory or leadership experience is considered an asset.
Previous work experience in residential operations is considered an asset.

Responsibilities

Provide day-to-day guidance and support to the Concierge team.
Create and manage the team schedule to ensure appropriate coverage throughout the week.
Create and manage Concierge task lists.
Responsible for timecard management, actioning time off requests, and completing payroll-related tasks on a biweekly basis.
Assist with Concierge duties during periods of short staffing or increased operational need.
Supporting the hiring, onboarding, and training of new team members.
Conduct regular check-ins with team members to provide feedback and support.
Address concerns through coaching and progressive discipline where required.
Serve as a primary point of contact for escalated issues and resolving complex resident inquiries.
Efficiently respond to all resident requests and issues that arise, including coordinating resident requests when they are away from their suite.
Effectively communicate with all residents, commercial tenants, guests, co-workers, contractors, and the general public in a professional manner.
Maintain a visible, accessible, and approachable presence in the building.
Provide local information and recommendations to residents via the concierge directory.
Coordinate the delivery of courier and delivery services for residents or Southwest employees; incoming and out-going.
Liaise with the Housekeeping team to ensure overall cleanliness of the building.
Liaise with the Maintenance team for any maintenance-related issues.
Coordinate move-in and move-out inspections; provide keys and elevator service.
Liaise with moving companies to ensure efficient service.
Control all access to the complex and maintain the master key control system.
Report maintenance and housekeeping issues as required.
Monitor and manage in-house security, lighting, and HVAC systems, including parking garage.
Ensure parking lots are clear of unauthorized vehicles; issue tickets where appropriate.
Update and maintain the daily task log and complete daily checklists.
Maintain all master files for door swipes, garage remotes, parking, and storage assignments.
Enforce rules of the complex.
Remain fully conversant and compliant at all times with emergency response standards; report on all incidents, accidents, and safety hazards.
Respond to issues such as noise complaints within the complex including pool and terrace area.
Ensure safety and maintenance of pool and terrace area.