Concierge

When you join Hines, you will embark on a career journey fueled by vision and guided by leaders who set the standards of our industry. Our legacy is rooted in innovation and excellence, earning us a spot on Fast Company's esteemed annual list of the World's Most Innovative Companies for 2024. Discover endless opportunities to grow and make your mark at Hines.

The Corporate Concierge is a vital member of the property management team, dedicated to cultivating a welcoming and engaging environment for tenants and visitors. This role is centered on building a strong sense of community by fostering personalized tenant relationships, ideally on a first-name basis. As a brand ambassador, the Corporate Concierge will consistently deliver exceptional customer service and represent the Hines's standards of excellence. The ideal candidate is enthusiastic, proactive, and passionate about creating memorable experiences that enhance tenant satisfaction and retention. Responsibilities include, but are not limited to:

• Maintain a consistent on-site presence at the Concierge desk from Monday to Friday, 7:00 AM – 4:00 PM, excluding statutory holidays.
• Serve as the first point of contact for tenants and guests, setting the tone for a professional and welcoming environment.
• Adhere to the Corporate Concierge uniform policy, ensuring attire is always clean, branded, and aligned with the building's premium image.
• Exhibit a polished, composed, and approachable demeanor at all times, especially during hightraffic periods or challenging situations.
• Greet all individuals entering the building with a friendly, personalized welcome, using names when known and offering assistance proactively.
• Provide clear and confident directions to building amenities, tenant suites, and service areas.
• Build rapport with tenants through daily interactions, remembering preferences, birthdays, and key milestones to personalize service.
• Maintain a tenant preference log to track individual needs, service requests, and feedback for future reference.
• Act as a liaison between tenants and property management, ensuring all inquiries, concerns, and service requests are addressed promptly and professionally.
• Be fully knowledgeable about all building amenities and services, including: Fitness Centre, Conference Centre, Messenger Centre, Parkade, Car Wash & Detail Centre, Security Control Centre, Housekeeping Department and Property Management Office.
• Provide guided tours of amenities for new tenants or guests when requested.
• Offer comfort items such as bottled water, toiletries, first aid supplies, stationery, PPE, and phone chargers to enhance tenant convenience.
• Curate and promote exclusive tenant perks, including: Discounts or partnerships with local restaurants, spas, gyms, retailers, access to tickets or promotions for concerts, festivals, sporting events, and cultural attractions and wellness initiatives such as yoga classes, flu clinics, or mental health workshops.
• Support tenant appreciation events (e.g., holiday parties, BBQs, pop-up markets), seasonal activations (e.g., Valentine's Day treats, summer ice cream carts), and informational sessions or workshops (e.g., sustainability, financial wellness).
• Maintain a calendar of local events and proactively share recommendations with tenants.
• Assist with day-to-day concierge desk operations, including: Receiving and distributing mail and packages, coordinating food deliveries and catering orders, managing access card sign-outs and returns and car wash key pick ups and deliveries.
• Liaise with internal departments and external vendors to ensure seamless coordination of services, including: Security Department, Parking Management, Housekeeping Department, Car Wash & Detail Centre, Loading Dock, Messenger Centre, Operations/Maintenance Department, Property Management and Elevator/Escalator Management.
• Monitor compliance with building rules and safety protocols, reporting any suspicious activity or emergencies to Security immediately.
• Contribute to tenant communication efforts by: Drafting content for newsletters, digital bulletins, and tenant apps, promoting contests, draws, and community engagement initiatives, supporting the use of the tenant experience platform to log feedback and service requests.
• Actively solicit feedback from tenants, guests, and visitors to identify service gaps and opportunities for improvement.
• Participate in regular team meetings to share insights, suggest enhancements, and support continuous improvement of the tenant experience

Minimum Requirements include:

• High school diploma required.

• Post-secondary diploma or certification in hospitality, business administration, property management, or a related field is preferred.

• A combination of education, training, and relevant experience will be considered.

• Two or more years' experience in a concierge, hospitality, or customer service role.

• Prior success in a commercial property management or AAA office building environment is highly desirable.

• Demonstrated success in delivering high-quality customer service, with a proven track record of exceeding client or tenant expectations.

• Familiarity with building operations, facility services, or tenant relations is an asset.

• Understanding of the Occupational Health and Safety Act, building codes, fire codes, and other applicable standards and regulations related to facility operations.

• Strong organizational and administrative skills, including scheduling, data entry, and work order management.

• Excellent verbal and written communication skills, with the ability to interact professionally with tenants, vendors, and building staff.

• Proficiency in Microsoft Office Suite and familiarity with facility management software or CRM systems.

• Valid First Aid Certification is required.

• Additional certifications in customer service, hospitality, or property management are considered an asset.

• Demonstrated ability to problem-solve, think critically, and remain calm under pressure, especially in fast-paced or high-stakes situations.
• Prior involvement with industry organizations such as BOMA (Building Owners and Managers Association), NAIOP (Commercial Real Estate Development Association), REALPAC (Real Property Association of Canada) and CREW (Commercial Real Estate Women) or similar professional networks is considered an asset and demonstrates a commitment to industry excellence.
• Must carry a mobile device and be available after hours for building-related emergencies or urgent tenant needs.
• May involve extended periods of sitting or standing; regular breaks are encouraged to support wellness and mobility.
• Proper footwear is recommended to support comfort and safety during daily activities.
• Exposure to elements is minimal, with most work conducted indoors; occasional outdoor exposure may occur during events or vendor coordination.
• Lifting requirements are light, with a maximum of 10 lbs (e.g., moving small packages, supplies, or event materials).
• Repetitive physical effort is minimal; most tasks are varied and non-repetitive.

At Hines, we strive for excellence as a leading global real estate investment manager, driven by our by our belief that real estate is fundamentally about people. Our diverse portfolio spans $93.2 billion¹ of assets across such property types as living, office, retail, mixed-use, logistics and life science projects – all designed to enhance value, connection and inspiration. Our strategic approach integrates local expertise with global knowledge, taking calculated risks aligned with our convictions to exceed expectations and tailor solutions to our clients' needs.

While our projects are renowned for enhancing cities and pioneering sustainable practices, we recognize that the true driving force behind Hines' success is our 5,000 dedicated employees in 30 countries who draw on our 65-year history to build the world forward. This is why we prioritize investing in our people, offering comprehensive training, competitive compensation, robust benefits and generous vacation packages. By centering our focus on the growth and wellbeing of our team, we cultivate an inclusive environment where everyone, including our clients, can thrive.

Hines is proud to be named to Fast Company's prestigious annual list of the World's Most Innovative Companies for 2024. ¹Includes both the global Hines organization and RIA AUM as of December 31, 2023.

We are an equal opportunity employer and support workforce diversity.

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