Lead Concierge

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Schedule

Monday – Friday 7:00 AM to 4:00 PM

This is a full-time role.  Days off are Saturday and Sunday.

The Grand LA, a Frank Gehry-designed, mixed-use development, is searching for a Concierge who shares a passion for excellence and who infuses enthusiasm into everything they do. This role has the opportunity to influence employee and resident experience by providing expert knowledge and service in support of our Reserve Collection of Luxury Residences.

Located atop DTLA’s tallest hill, The Grand LA will feature world-class residences, including the ultra-premier Top of the Grand collection. Excellence at The Grand extends beyond your front door, where residents will receive the highest level of service around the clock, along with a 24/7 attended lobby and valet parking.

This collection of landmark residences will reflect the creativity of the Grand Avenue Arts Corridor and will take downtown living to new heights.

Under the direction of the Assistant General Manager, our Lead Concierge is responsible for the professional and efficient operation of the Concierge desk and main lobby area. In addition, they will provide stellar services in compliance with all company policies and procedures and all applicable Fair Housing statutes. 

Duties and Responsibilities:

The Concierge’s tasks include, but are not limited to, the following:

• Prepares detailed daily community updates to be shared during morning huddles.
• Hosts weekly “one-on-one” meetings with individual concierge team members to ensure efficient communication and employee satisfaction.
• Oversees concierge team schedules and fosters strong communication amongst associates to ensure adequate coverage of all concierge roles.  Will communicate with 3^rd party vendor to backfill coverage as required.
• Greets customers, residents, and visitors as they enter the community and ensures the comfort of customers and visitors while they wait to speak with a team member.
• Answers and routes all calls to the appropriate team members for assistance.
• Receives and enters maintenance service requests promptly.
• Communicates upcoming in-home service requests to residents on behalf of our community service teams.
• Informs the appropriate management representative when vendors or contractors arrive in the building and when they are leaving.
• Maintains vendor logs to accurately sign in/out vendors while on-site.
• Ensures lobby, mailroom, package reception areas, and exterior entry are in “tour ready” condition at all times.
• Accurately and efficiently receives and records check deposits and rent payments per company policy.
• Maintains tracking logs for equipment rentals, dry cleaning, and other services provided by the community. 
• Monitors SOP's to ensure team compliance, and suggestes revisions and feedback as needed.
• Maintains detailed shift pass-down logs both in written, digital and verbal format.
• Maintains keys and physical assets securely and appropriately in accordance with company policy.
• Advises residents of packages or deliveries to be picked up at the Concierge desk while accurately maintaining and updating all package-related logs. The Concierge will deliver packages when required.
• Maintains all Concierge areas, including the Concierge desk, package room, and lavatory, in a neat, clean, and organized manner.
• Maintains visual contact with surveillance camera monitors frequently.
• Keeps detailed information on local area restaurants, shops, delivery places, and other pertinent information that may interest residents and maintains relationships and contacts with Concierge vendors.
• Assists the community leasing team in gathering required information should a member of our leasing team be unavailable. Will maintain necessary product knowledge to sufficiently answer basic community questions.
• In the event of an emergency, follows emergency procedures as outlined in the Concierge Manual and Emergency Preparedness plan.
• Maintains and monitors physical building security and takes appropriate action to hold elevators or notify appropriate management staff as needed.
• Safeguards and preserves resident information and maintains the highest level of confidentiality and business integrity levels.
• All other duties as assigned.

Compensation:

$26 - $28 / hour 

Benefits:

• Personalized Health Care: Multiple medical, dental, and vision plan options; Employee Assistance Program 
• Financial Benefits: Competitive salary and incentive packages; 401(k); FSAs and HSA; employer-paid life and AD&D insurance; paid leave & disability programs 
• Social Wellness: 19 days of PTO; mental health counseling & resources; fertility, surrogacy, and adoption assistance; volunteer days and donation matching 
• Career Development: Learning & training programs; tuition & certification reimbursement; internal advancement opportunities 

• Minimum of two (2) years of equivalent experience, is required.
• Strong verbal and written communication skills.
• Passion for problem-solving and anticipating needs in a customer service environment.
• Superior organizational skills with established best practices are required. 
• Prior experience in the multifamily or hospitality industry, is required.
• Ability to lift, push, pull and carry up to 50 lbs.
• Ability to stand for extended periods of time, including duration of shift. 
• Ability to multi-task and pivot between duties and responsibilities.
• Proficiency in Microsoft Word, Outlook, and Excel.
• High School diploma or equivalent. 

Please note that Related has adopted a COVID-19 vaccination policy to safeguard the health and well-being of our employees. As a condition of employment, Related employees are required to be fully vaccinated for COVID-19, unless a reasonable accommodation is approved or as otherwise required by law.

Related will consider for employment qualified applicants with criminal histories in a manner consistent with applicable federal, state, and local laws

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Related Management Company (RMC) is the leading innovator in managing real estate as an owner/operator. There is strength in numbers – RMC operates hundreds of properties in 22 states and Washington, D.C., providing our employees with unparalleled growth opportunities. Our portfolio includes affordable, workforce, market-rate, and luxury housing. We are passionate about exceeding quality expectations in every single asset class. As a subsidiary of Related Companies, we’ve been at the forefront of sustainability too, with most of our new developments pursuing LEED Silver certification or higher.

At RMC, we Welcome Everyone. It is our mindset that welcomed employees invoke welcomed residents. When you work here, you’re encouraged to be your best, authentic self. With persistent focus, we are strengthening internal mobility, employee engagement, and investing in leadership development to continuously improve the employee experience.

Related is an Equal Opportunity Employer

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Salary : $26 - $28