Concierge

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. 

Essential Duties and Responsibilities 

• Answers phone and greets residents/guests upon entry, responds to requests, questions and any other needs.
• Documents issues or transactions as needed.
• Develop knowledge of surrounding areas and attractions.
• Keeps track of activity logs and incident reports, records and forms for the Community Association Manager’s review daily.
• Demonstrates excellent customer service, communication and time management skills.
• Monitors Emergency Response System and responds in a timely and efficient manner within hours of notification
• Monitors and controls Electronic Security Control Systems if applicable.
• Logging in all packages and tracks them through to pick-up by recipient.
• Follows-up on all complaints/issues notifying Community Association Manager as necessary.
• Ensures all safety precautions and procedures are followed while performing duties.
• May assist with resident notifications or special events.
• Process work orders and files resident documents and invoices, if applicable.
• Any other responsibilities as assigned by supervisor.

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.   

• College level courses in business and hospitality preferred. 

• 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. 

EQUAL EMPLOYMENT OPPORTUNITY 

Castle is an equal opportunity employer and prohibits discrimination and harassment of any kind. All employment decisions are based on qualifications, merit, and business needs, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or any other protected status under federal, state, or local laws. 

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.