Staff, Concierge

**Description**

**Responsibilities**:
The Concierge will be responsible to identify and clarify residents’ needs and desires to provide excellent customer service. Reporting to the Community Manager the Concierge is the “face” of the building and greets every resident with a smile and a kind word; ensuring through strong open communication and organization that they deliver exceptional service to residents.

**Essential Duties & Responsibilities**

The job duties listed are typical examples of the work performed by positions in this job classification. Not all duties assigned to every position are included, nor is it expected that all positions will be assigned every duty.
- Maintain a presence in the lobby to help control access to the building through direct supervision and monitoring CCTV screens, and, whenever possible assist Residents and their guests in a positive, friendly manner;
- Receive and arrange pick up of delivered parcels;
- Assist with community events as required;
- Helps residents establish accounts and schedules access for authorized vendors to provide services within units;
- Provides services requested by making arrangements and bookings for building amenities, elevators and parking permits;
- Improves services by obtaining and evaluating resident opinions, and criticisms;
- Maintains guest privacy by keeping information confidential;
- Assists Community Manager in maintaining an up-to-date data base of parking stalls, lockers and resident lists;
- Maintains the building FOB register and cancels or adjusts FOB access upon instructions from the Community Manager;
- Keep up-to date and current with the building bylaws and rules, assist with enforcement as required, and always records infractions when noticed;
- Ensure trades sign into the log book and are in compliance with building rules and regulations;
- Assist the Community Manager with site inspections and report any hazards or issues;
- Ensure consistent communication with the Community Manager regarding operational and security updates;
- Assist in any emergency situations by following the outlined procedures;
- Refer any actionable security issues to the Community Manager or security;
- Attend weekly staff meetings to stay informed of on-site initiatives and programs;

**Additional Duties & Responsibilities**
- Practice and adhere to FirstService Residential Global Service Standards.
- Conduct business at all times with the highest standards of personal, professional and ethical conduct.
- Perform or assist with any operations as required to maintain workflow and to meet schedules. Notify supervision of unusual equipment or operating problems and the need for additional material and supplies.
- May participate in any variety of meetings and work groups to integrate activities, communicate issues, obtain approvals, resolve problems and maintain specified level of knowledge pertaining to new developments, requirements, policies, and regulatory guidelines.
- Ensure all safety precautions are followed while performing the work.
- Follow all policies and Standard Operating Procedures as instructed by Management.
- Perform any range of special projects, tasks and other related duties as assigned.

**Supervisory Responsibility**

None

**Education & Experience**
- High school diploma or equivalency preferred
- Intermediate computer skills
- 2+ years’ experience in the hospitality industry or relevant field
- Prior training in customer service programs an asset;
- Proficiency in English; multilingual is an asset

**Knowledge, Skills & Proficiencies**

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.
- Excellent customer service, communication and interpersonal skills
- Possess a basic knowledge of local businesses, entertainment venues and travel options;
- Work with the Community Manager and other staff members to ensure prompt responses to inquiries and to notify the appropriate party immediately of supply issues and other concerns;
- Able to work independently with mínimal direction and able to respond quickly to emergency situations;
- Demonstrated ability to provide exceptional customer service and effectively resolve customer concerns;
- Must possess a great deal of individual initiative and enthusiasm;
- Organized, results oriented and ability to work in a multi-functional team environment;
- Polite and confident with a great deal of patience;
- Excellent time-management and able to multitask;
- Ability to work weekends and holidays.

**Tools & Equipment Used**
- Computer
- General Office Equipment

**Physical Requirements / Working Environment**

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job.
- Phone and face-to-face communication;
- Walking, standing, crouching;
-