Lead Concierge - Center Place

Hines•Providence, RI

1d•$27 - $33

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. Responsibilities Position is full-time, Monday – Friday 7a.m. – 3p.m. As the Lead Concierge - Multifamily with Hines, you will be responsible for organizing, coordinating, and implementing various resident services and programs. You will act as the point of contact for residents. Welcome new residents and guests and ensure that prospects and visitors are comfortable as they wait Engage with residents, fostering an ongoing, positive relationship while confirming their expectations are being fulfilled Provide a personalized experience, with emphasis on care and convenience for our future and current residents Answer phone calls, transfer calls to appropriate reference points, and assist with completed request call backs Handles and resolves customer and resident complaints. If unable to resolve independently, acts as a liaison with Management team to resolve inquiries/complaints Responds within 24 hours to residents’ requests and concerns via telephone, email or postal mail Acts as a liaison between residents and maintenance teams Respond to resident complaints and concerns in a timely and professional manner, making sure every situation handled, ends with gratification Oversee the concierge department in ensuring resident experience is exemplary Trains incoming concierge team on day to day tasks, responsibilities Arranging coverage for the team as needed 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 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 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 Identify, communicate and implement opportunities to improve resident experience and service Assist in organizing, promoting, and delivering resident events and activities ensuring resident’s find value outside the walls of their apartment home

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

Organizing, coordinating, and implementing various resident services and programs
Act as the point of contact for residents
Welcome new residents and guests and ensure that prospects and visitors are comfortable as they wait
Engage with residents, fostering an ongoing, positive relationship while confirming their expectations are being fulfilled
Provide a personalized experience, with emphasis on care and convenience for our future and current residents
Answer phone calls, transfer calls to appropriate reference points, and assist with completed request call backs
Handles and resolves customer and resident complaints. If unable to resolve independently, acts as a liaison with Management team to resolve inquiries/complaints
Responds within 24 hours to residents’ requests and concerns via telephone, email or postal mail
Acts as a liaison between residents and maintenance teams
Respond to resident complaints and concerns in a timely and professional manner, making sure every situation handled, ends with gratification
Oversee the concierge department in ensuring resident experience is exemplary
Trains incoming concierge team on day to day tasks, responsibilities
Arranging coverage for the team as needed
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
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
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
Identify, communicate and implement opportunities to improve resident experience and service
Assist in organizing, promoting, and delivering resident events and activities ensuring resident’s find value outside the walls of their apartment home