What are the responsibilities and job description for the Overnight Concierge position at City Club Apartments?
COMPANY OVERVIEW
City Club Apartments has created the future of apartment living, merging historical knowledge of the apartment industry with best practices of the hospitality industry to create the first true International Apartment Hotel brand, a differentiated living experience.
Partnering with award winning local restaurants, retail & furnished housing companies City Club Apartments combines environmentally conscious, technologically advanced, resort class amenities with a unique mix of short term furnished, and long-term unfurnished apartments & penthouses. International design is overlaid with local art, design, culture, sports & education, creating experiential living with wide-ranging appeal. Hospitality is served with a 24/7 concierge, weekly social programming events, art, and time saving services.
JOB OVERVIEW
As the first point of contact with our residents, prospective residents, visitors and guests, the Concierge is an important part of our brand and has a dynamic role in their community. Responsible for providing resident services & peace of mind security, along with property preparedness & sales support. In addition, the Concierge is tasked with activating and promoting the community with resident events and social media postings.
ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES
- Time Saving Services - Resident and Guest Services
Provide the residents with personalized time saving services such as Restaurant Recommendations, ordering a taxi/Uber/Lyft, Sports and Event Tickets and Recommendations, Dry Cleaning Services, Pet Care Services, Package and Grocery Delivery, and Service Requests, Receival and Follow Up. This also includes managing the Local Business-to-Business network of contacts to support these services and providing discounts and referrals for our Concierge binder/mini concierge book and move in gift.
- Peace of Mind Security
The Concierge provides peace of mind to our residents by monitoring the building to ensure secure access is maintained, screening the incoming guests and residents, and requiring all guests to sign into the Visitor Log.
- Property Preparedness - Property Management Functions
The Concierge provides property management support to aid in property preparedness; this may include Package Management, Opening and Closing the Common Amenity Areas, managing vehicle traffic at the building entrance and loading dock areas, Managing the move in elevator, and loading dock schedule, Entrance and front lobby management and housekeeping duties.
- Sales Concierge – Sales Support
As support to the Sales Team, the Concierge will answer the phone and handle leasing calls if Sales is not available. document the prospective renter's information on a CCA guest card and put the guest card in the schedule book for the Sales department. Achieve 70% for TPA (TPA is a screening service that rates our Sales phone call to ensure the required questions are asked). Lastly, The Concierge must be knowledgeable of the community's amenities, apartments & penthouses and time saving services to be able to communicate this to prospective renters.
- Events & Promotion - Social Media / Social Programming
The Concierge is responsible for planning, hosting, and promoting weekly Social Programming resident events. These events are centered around a specific event calendar the City Club Apartments Communication department releases. To host these events, Concierge must engage in business-to-business networking, event planning, event hosting, and event promotion.
In addition, the Concierge is required to post at a minimum 3 social media posts a week. These posts cover resident event promotion, business to business promotion, and community promotions. The in-house marketing team will provide a calendar of posts, template, media, and training.
REQUIREMENTS
- Post-secondary education or degree is preferred; or relevant years of work experience.
- Accredited Concierge certificates is preferred.
- Minimum of two (2) years of relevant customer experience in an upscale retail, hotel or service company.
- Availability to work a flexible schedule; any day of the week including evenings and weekends.
- Ability to write and communicate professionally in English.
SKILL AND ABILITIES
Concierges provide excellent customer service to all resident guests throughout their lease term. Experience in the travel or hospitality industry and a thorough understanding of the local area and what it has to offer are required so you can give informed advice to clients. Successful concierges possess and utilize the following skills:
Communication skills
Excellent communication skills are required for this role. The concierge’s disposition and articulation reflect the Community which employs them. They must be able to convey information clearly and effectively, whether they’re offering recommendations on local venues or solving a guest’s problem. They also need to communicate guest requests to other staff members.
Customer service
Concierges use customer service skills to anticipate and meet residents’ needs. These needs may include making dining reservations and transportation arrangements, providing little-known information about the local area, and running errands. Some guests might ask the concierge to search for hard-to-find items, booking exotic services or arranging a hard-to-get reservation.
Time management
Concierges perform several daily tasks, but is mainly focused on all types of residents, who come with their own unique set of needs, requirements, and inquiries. For these responsibilities, concierges must be skilled in time management and planning. They need to avail themselves equally to all residents and guests to answer questions, carry out requests and address concerns. The concierge must be able to perform all requests accurately and efficiently.
Technical skills
Concierges use our MRI Property Management software and suite of Microsoft business applications to access resident records and enter light data entry duties. Must also be comfortable with search engines to answer resident questions. Basic literacy is required to use software and data entry programs, and efficient web searching is a major requirement.
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.
While performing the duties of this job, the employee is continually required to:
- Stand; walk; sit; use hands to finger, handle or feel; reach with hands and arm
- Frequently required to climb stairs, balance; stoop, kneel, crouch, or crawl; talk or hear
- Occasionally lift and/or move up to 50 pounds