Overview:
The Concierge is a hospitality professional responsible for professional, effective and efficient handling of all residents’ requests and needs upon entering the community/building.
The Concierge provides exemplary service consistent with the values and mission of the Castle Group. He or she performs all responsibilities while demonstrating outstanding customer service skills representative of Castle Royal Service.
Responsibilities:

Essential Duties and Responsibilities

• Greets residents/guests upon entry, responds to requests, questions, and any other needs.
• May Documents issues or transactions as needed.
• Develops an understanding of Association policies and requirements.
• Develops an understanding of appropriate department/person to support when an escalation for resolution is needed.
• Develops knowledge of surrounding areas and attractions.
• Answers phones promptly, with an ability to answer questions/requests, while understanding support resources when needed.
• Keeps track of activity logs and incident reports, records, and forms for the Property Manager’s daily review.
• Escalates concerns/issues to Property Manager for immediate resolve when necessary.
• Monitors Emergency Response System and responds in a timely and efficient manner.
• Monitors and controls Electronic Security Control Systems if applicable.
• Ensures all safety precautions and procedures are followed while performing duties.
• Logging all packages and tracking them until pick-up by or delivery to resident, when applicable.
• Other administrative duties and responsibilities as assigned.

Qualifications:

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND EXPERIENCE

• High school diploma or equivalency required.
• 1+ years of hospitality experience preferred.

SKILLS AND ABILITIES

• Effective written and verbal communication skills
• Excellent customer service skills including strong conflict resolution and de-escalation techniques.
• Ability to project a professional and knowledgeable demeanor
• Intermediate command of computer hardware/software, specifically Microsoft Office Suite.
• Excellent organizational skills and attention to detail.
• Ability to prioritize tasks.
• Ability to act with integrity, professionalism, and confidentiality.
• Multiple language fluency is desirable, but not necessary.

PHYSICAL REQUIREMENTS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to work under pressure, maintain composure and utilize good judgement during emergency/difficult and stressful situations.
• Ability to lift 30lbs. following appropriate safety procedures.
• Ability to:
• Work in an upright standing position for long periods of time.
• Walk and climb stairs.
• Easily navigate the property/building as required to meet the job functions.
• Extensive use of fingers for typing and visual use of the computer monitor.
• Handle, grasp, feel objects and equipment.
• Reach with hands and arms.
• Repeat various motions with wrists, hands and fingers.
• Ability to hear, understand and respond appropriately to verbal requests made in person and over the telephone.
• Ability to respond verbally in an understandable, professional manner in person and over the telephone.
• Ability to stoop and bend.

DISCLAIMER

This job description is intended to convey information essential to understanding the scope of the position and is not exhaustive. Duties, responsibilities, and activities may change or be supplemented at any time based on organizational needs. In addition, management has the right to change any portion of this job description at any time and for any reason.

Essential Duties and Responsibilities

• Greets residents/guests upon entry, responds to requests, questions, and any other needs.
• May Documents issues or transactions as needed.
• Develops an understanding of Association policies and requirements.
• Develops an understanding of appropriate department/person to support when an escalation for resolution is needed.
• Develops knowledge of surrounding areas and attractions.
• Answers phones promptly, with an ability to answer questions/requests, while understanding support resources when needed.
• Keeps track of activity logs and incident reports, records, and forms for the Property Manager’s daily review.
• Escalates concerns/issues to Property Manager for immediate resolve when necessary.
• Monitors Emergency Response System and responds in a timely and efficient manner.
• Monitors and controls Electronic Security Control Systems if applicable.
• Ensures all safety precautions and procedures are followed while performing duties.
• Logging all packages and tracking them until pick-up by or delivery to resident, when applicable.
• Other administrative duties and responsibilities as assigned

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to work under pressure, maintain composure and utilize good judgement during emergency/difficult and stressful situations.
• Ability to lift 30lbs. following appropriate safety procedures.
• Ability to:
• Work in an upright standing position for long periods of time.
• Walk and climb stairs.
• Easily navigate the property/building as required to meet the job functions.
• Extensive use of fingers for typing and visual use of the computer monitor.
• Handle, grasp, feel objects and equipment.
• Reach with hands and arms.
• Repeat various motions with wrists, hands and fingers.
• Ability to hear, understand and respond appropriately to verbal requests made in person and over the telephone.
• Ability to respond verbally in an understandable, professional manner in person and over the telephone.
• Ability to stoop and bend