Residential Concierge

Four Seasons Hotels and Resorts • San Francisco, CA

2d • $38 • Onsite

About The Position

Operating from the Residential Lobby, the Residential Concierge responds to a wide variety of homeowner requests by accurately assessing the resident’s needs and inquiries; offering personal recommendations and personalized touches to achieve maximum resident satisfaction while complying with all Four Seasons’ policies.

Requirements

• One to three years of concierge experience in a luxury environment
• Troubleshooting and problem-solving skills
• Excellent verbal and written communication skills
• Excellent customer satisfaction/people skills
• Ability to multi-task in a demanding environment
• Fluent in English, reading and writing, an additional language an asset
• At least two years of post-secondary education is preferred
• Excellent excel, word, and computer skills.
• Ability to utilize computer equipment and ability to use variety of software; experience with Outlook, MS Office, HotSOS, Keytrack, etc. is preferred.
• Must be flexible with schedule; able to work weekdays, weekends, holidays, overtime, evenings, and overnight on occasion.
• Strong interpersonal and relationship building skills to work with cross-functional teams
• Apply an ethical and moral approach to influence the outcome of situations.
• Serve as a role model for others by demonstrating appropriate business conduct and ethical principles.
• Must already be legally permitted to work in the United States.

Nice To Haves

• an additional language an asset
• At least two years of post-secondary education is preferred
• experience with Outlook, MS Office, HotSOS, Keytrack, etc. is preferred.

Responsibilities

• Respond to Resident support needs with the highest level of timeliness, hospitality and professionalism.
• Accommodating special requests whenever possible; resolves resident complaints; assists residents in all inquiries in connection with common area services, a la carte requests, etc.
• Responds to all resident requests in an accurate and timely manner making recommendations based on local knowledge and residence best practices.
• Ensure timely and quality-driven completion of service request through monitoring of HotSOS, follow up as appropriate.
• Processes packages, faxes, messages, and mail which may be either outgoing or incoming in an accurate and timely manner; stores and retrieves resident packages, groceries, luggage, dry cleaning and flowers.
• Coordinates with the valet for the retrieval of resident’s vehicles.
• Manages and provides access to the building(s) and units with all vendor/contractor/resident’s service providers and visitors, based on advanced authorization, assists with vendor/contractor scheduling, verifies identity and provides appropriate residence access for vendor/contractors and resident’s service providers.
• Controls entry doors and elevator/lift access.
• Ensures that information for vendors, restaurants, local businesses, etc. are updated and current.
• Is knowledgeable about what activities are available in the local vicinity (theater, sports, concerts, shows, special exhibits, sightseeing) and establishes close relationships with local businesses in these areas in order to provide information, transportation, ticketing, and reservations for residents, in addition to a la carte services – vehicle services, pet services, babysitting services, housekeeping services, medical centers, etc.
• Updates homeowner profiles with any relevant information.
• Utilizes a variety of software programs to accurately input special arrangements (i.e. Engineering and Housekeeping requests) the resident has made and ensures coordination with outside service provider for direct billing.
• Monitors the fire alarm panel; responds to any emergency situation, such as providing access to emergency personnel - fire department, ambulance, etc.
• Coordinates the booking of the service elevator and loading dock/bay for move-in or move-out.
• Assists Resident Service Attendants/Doorman with responsibilities and duties in their absence or due to heavy volume periods.
• Ensures that the Residential Lobby is in optimal condition of cleanliness and tidiness at all times.
• Perform other tasks or projects as assigned by the Assistant Director or Director of Residences.
• Establishing a positive, professional and helpful rapport with residence owners, fellow colleagues and developers.
• Exemplary representation of the Four Seasons brand through consistently building trust and conducting best practices in all dealings with residents, colleagues and third-party professionals.

Benefits

• Be a champion of the Golden Rule: Do unto others as you would have them do unto you
• Be part of a cohesive team with opportunities to learn, grow and develop
• Have access to a robust benefit plan
• Have the opportunity to engage in diverse and challenging work
• Derive a sense of pride in work well done
• Be recognized for excellence
• Complimentary accommodation at other Four Seasons Hotels and Resorts

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 501-1,000 employees