Concierge - The Indie

Job Title: Community Concierge
Department: Property Management
Reports To: Community Director and/or Marketing Manager if applicable
FLSA Status: Non-Exempt

Position Summary:

The Community Concierge is responsible for organizing, coordinating, and implementing various resident/prospect services and programs. The Community Concierge acts as an information source to assist and support residents to deliver an elevated experience. The concierge also serves as a liaison to the property management team and is responsible for keeping a pulse on resident experience at the community.

Organizational Responsibilities:

• Journey Visionary: Work with on-site team members to prioritize solutions and provide frameworks that will drive journey metrics. 

• Passion & Innovation: Deeply understand issues and opportunities and demonstrate relentless focus on solving them through innovative solutions. 

• Organizational Ambassador: Engage with residents, prospective residents, associates, and stakeholders to understand needs and lead with the values of the company culture.

• Project Management: Create and maintain clear and sequenced plans to successfully launch projects.

• Change Management: Experienced in leading cross-functional teams through change programs and projects, leverages frameworks and influence modeling to drive awareness and outcomes.

• Community Service: Participate in activities outside the normal course of daily business that will enhance both the Company and your stature in the marketplace. This includes participation in industry related associations and groups to further your own development and the business goals of the company. As real estate professionals, it is important to take pride in the communities in which we do business and to be active in those communities.

Essential Duties and Responsibilities:

• Greets prospects and residents by standing as they enter the office/leasing area and ensure their comforts while they wait to speak with a team member. 

• Answers phone calls, routes all call to the appropriate team member for assistance and assists with completed service request call backs as necessary. 

• Coordinates the loading dock and/or elevator schedule for move-ins and move-outs.

• Ensures clubhouse amenities are in tour condition prior to leasing office opening each morning. 

• Manages all package deliveries by conducting package audits and making sure the package room is organized. 

• Walks the amenities throughout their shift to ensure cleanliness and identifies any maintenance items. 

• Assists the community team and Artist of Residence with scheduling, planning, and organizing resident activities and programs.

• Keeps detailed information on local area restaurants, shops, delivery places, and other pertinent information that may be of interest to residents or prospects and maintains relationships and contacts with concierge vendors.

• Performs support and administrative tasks, paperwork, computer work, and other tasks as necessary. 

Work Hours:

This position is scheduled for 40 hours in a regular work week. Hours of operation vary by site, but typical Community Concierge associates work from 1 pm to 9 pm Wednesday through Sunday. Community Concierges must be available to work on weekends when scheduled and must be able to perform the essential job functions unaccompanied.

Qualifications:

To perform this job successfully, an individual must be able to perform each duty satisfactorily. The requirements 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/Experience:

Employment history that demonstrates the application and usage of a sales, marketing, internet and customer service background sufficient to resolve customer complaints and issues and complete financial records, documents, and reports. High school diploma or GED equivalent is required.

Language Ability:

Ability to read, write, and communicate effectively to comprehend and complete legal documents, sell and explain apartment features, and answer questions. Ability to write routine reports and correspondence. 

Math Ability:

Mathematical skills necessary to add, subtract, multiply, and divide numbers, decimals, and fractions, and calculate percentages in order to complete financial records, budgets, and other fiscal reporting information. 

Computer Skills:

Proficiency in word processing, property management applications (preferably Entrata), and spreadsheet management programs in order to complete required reports and employment documents. Proficiency and fluency in using the internet for marketing, advertising, and sales-related circumstances, including using Google and other search engines, and navigating the internet and websites. 

Certificates and Licenses:

Industry certifications are appreciated. Current valid driver's license is required. 

Supervisory Responsibilities:

This job has no supervisory responsibilities.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands:

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.

While performing the duties of this job, the employee is regularly required to use hands to finger, type, handle or feel objects, talk, and hear. The employee is frequently required to stand; walk; reach with hands and arms, climb, stoop, and squat. The employee is intermittently required to sit. Incumbents must be able to physically access all exterior and interior parts of the property and amenities. Must be able to operate golf carts at properties with golf carts, walk extended distances and navigate stairs to multiple levels daily

Community Concierges must be able to push, pull, lift, carry, or maneuver weights of up to twenty (20) pounds independently and fifty (50) pounds with assistance. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. 

Routine, local travel may be required to attend training classes, conduct market research, or other situations necessary for the accomplishment of some or all of the daily responsibilities of this position.

Routine, local travel may be required to attend training classes or other situations necessary for the accomplishment of some or all the daily responsibilities of this position.