Lead Concierge

Barkan Management Company•Boston, MA

10h•Onsite

About The Position

The Lead Concierge is a motivated, experienced, hands-on leader who ensures every resident has a memorable and positive experience when interacting with the staff. Anticipating the needs of our residents is paramount in leading a successful staff. This is a full-time, non-exempt position reporting to the General Manager. The role is based in Boston, MA. Will maintain a secure and friendly, welcoming environment for the residents; ensuring that all residents and visitors are properly greeted and screened, and provide residents with personal services in an efficient, responsive, and professional manner. This position will also oversee and schedule the organization of the front desk, oversee scheduling of the front desk staff front desk Concierge staff, and ensure all front desk Concierge shifts are covered.

Requirements

Possess knowledge about the area in which the property is located (i.e. Restaurants, transportation, events, etc.).
Demonstrated experience in service and hospitality.
Excellent communication skills.
Bring a very engaging and attentive personality to a team of highly motivated hospitality professionals.
Take pride in their appearance, their service role, and their commitment to services excellence.
Have outstanding communication Skills – from professional writing to eloquence of speech and body language.
Be able to demonstrate a proven history of reliability to a set work schedule.

Nice To Haves

Working knowledge of Microsoft Word and excel a plus. Prior experience with Building Link or CINC software also a plus.

Responsibilities

Maintain complete knowledge of rules, regulations, and policies
Welcome/greet all residents and guests to the property in a professional manner reflecting a willing attitude to accommodate.
Become knowledgeable with building service providers, i.e., Cleaners, Home Health Aid services, limousines, taxis, pet services, food delivery, dry cleaners, etc.
Ensure that the front lobby is always well maintained; weather mats installed during inclement weather and removed immediately following; chipped paint addressed immediately, proper lighting, panel, and desk polished, and the like.
Receive calls from residents for personal services and coordinate the same where possible. Ensure that all requests are met in a timely manner.
Ensure that the front desk is always covered.
Accept deliveries in accordance with approved policy, mail, and dry cleaning, and maintain logs associated with each task.
Receive calls from residents for maintenance or service and forward them to the appropriate person during routine business hours. For after-hour service requests, assess if the issue can wait until the next business day and login work order on Building Link. If appropriate notify maintenance on call to assist.
Maintain strict adherence to key control policy, requiring that all visitors needing a key to be authorized to enter the unit. Log in all key requests.
Maintains up to date resident contact list, to include owner & tenant contact phone #s and update all as needed. Also maintain list of elderly residents, and pets (cats) needing additional assistance in case of emergency.
Maintain weekly / monthly schedules of all Front Desk Concierge. Assist staff to find substitute for their shift, as needed in cases of illness, emergency, vacation, etc. Any vacation requests must be approved by manager first, then by Coordinator, with a minimum of 2 weeks’ notice.
Ensure that all contractors and vendors entering the front lobby sign in before entering.
Enforce the building rules and regulations as provided by the Board of Directors.
Carefully monitor all security and life safety systems and report problems to building security as well as the General Manager.
Maintain building emergency procedures manual and postings at the front desk. Respond to any building emergency situations (Fire alarms, etc.) in accordance with building and front desk procedures.
Coordinate all resident moves - In and out.
Welcome new residents and assist with coordinating the delivery of newspapers, cable TV, peapod delivery, laundry services, etc.
Perform visual inspection of Garage and control flow of authorized visitors.
Maintains up to date resident contact list, to include owner & tenant contact phone #s and update all as needed. Also maintain list of elderly residents, and pets (cats) needing additional assistance in case of emergency.
Maintain Emergency and Vendor contact binder at the front desk.
Provide information about local activities and events throughout the city.
Introduce new services and opportunities that may be of interest to owners and residents. Review with General Manager, first.
Document all resident requests, complaints, or problems immediately and notify designated department/personnel for resolving the issue.
Complete incident reports as needed.
Performs special projects and office tasks as required by manager and / or Board of Directors.
Maintain a current listing of vendors including babysitting, housekeeping, pet care, florist, dry cleaning, restaurants, ticket agencies, theater, and the like.
Ensure personal appearance is always professional, clean, and shoes are polished.