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Hines · 2 days ago

Lead Concierge - West Edge

Los Angeles, CA

Full-time

Onsite

Entry, Mid Level

$28/hr - $31/hr

2+ years exp

Hines is a leading global real estate investment manager known for its innovation and excellence. As a Lead Concierge at West Edge, you will be responsible for organizing and implementing resident services, acting as the main point of contact for residents, and ensuring their overall satisfaction and engagement.

Property ManagementReal EstateReal Estate Investment

Growth Opportunities

Responsibilities

Welcome new residents and guests and ensure that prospects and visitors are comfortable as they wait

Support residents with use of luggage carts

Monitor guest traffic and parking garage for team members and vendors

Monitor security cameras and fire alarm systems

Answer phone calls, transfer calls to appropriate reference points, and assist with completed request call backs

Ensure packages are delivered and document as well as notify residents of the arrival in a timely fashion

Update the daily log pertaining to any events and report any concerns to management

Oversee the concierge department in ensuring resident experience is exemplary

Take lead in organizing, promoting, and delivering resident events and activities ensuring resident’s find value outside the walls of their apartment home

Arranging coverage for the team as needed

Book freight elevators for move-ins, move-outs and furniture deliveries

Keep detailed information of the surrounding areas pertaining to restaurants, delivery places, and other areas of interest for residents

Trains incoming concierge team on day to day tasks, responsibilities

Handles and resolves customer complaints. If unable to resolve independently, acts as a liaison with Management team to resolve inquiries/complaints

Responds within 24 hours to residents’ requests via telephone, email or postal mail

Follows up with Residents within 24-hours to ensure the inquiry/complaint has been resolved satisfactorily

Provide a personalized experience, with emphasis on care and convenience for our future and current residents

Engage with residents, fostering an ongoing, positive relationship while confirming their expectations are being fulfilled

Respond to resident complaints and concerns in a timely and professional manner, making sure every situation handled, ends with gratification

Assist with planning, promote and deliver resident events and activities ensuring resident’s find value outside the walls of their apartment home

Identify, communicate and implement opportunities to improve resident experience and service

Qualification

Customer service orientationLeadership experienceMultifamily experienceHospitality experienceWritten communicationVerbal communicationTeam playerProblem-solving