Residences Concierge

Roles and Responsibilities

Operating from the Residential Lobby, the Residential Concierge responds to a wide variety of homeowner requests by accurately assessing the resident’s needs and inquiries; offering personal recommendations and personalized touches to achieve maximum resident satisfaction while complying with all Four Seasons’ policies.

TASKS

• Handles all resident interactions with the highest level of hospitality and professionalism – accommodating special requests whenever possible; resolves resident complaints; assists residents in all inquiries in connection with common area services, a la carte requests, etc. Responds to all resident requests in an accurate and timely manner making recommendations based on local knowledge and residence best practices.
• Processes packages, faxes, messages, and mail which may be either outgoing or incoming in an accurate and timely manner; stores and retrieves resident packages, groceries, luggage, dry cleaning, and flowers. Coordinates with Bellman/Doorman for the retrieval of resident’s vehicles.
• Manages and provides access to the building(s) and units with all vendor/contractor/resident’s service providers and visitors, based on advanced authorization; assists with vendor/contractor scheduling, verifies identity, and provides appropriate residence access for vendor/contractors and resident’s service providers. Controls entry doors and elevator/lift access.
• Ensures that information for vendors, restaurants, local businesses, etc. are updated and current. Is knowledgeable about what activities are available in the local vicinity (theatre, sports, concerts, shows, special exhibits, sightseeing) and establishes close relationships with local businesses in these areas in order to provide information, transportation, ticketing, and reservations for residents, in addition to a la carte services – vehicle services, pet services, babysitting services, housekeeping services, medical centers, etc.
• Updates homeowner profiles with any relevant information.
• Utilizes a variety of software programs to accurately input special arrangements (i.e. Engineering and Housekeeping requests) the resident has made and ensures coordination with outside service provider for direct billing.
• Monitors the fire alarm panel; responds to any emergency situation, such as providing access to emergency personnel - fire department, ambulance, etc.
• Coordinates the booking of the service elevators/lifts and loading dock/bay for move-in or move-out.
• Complies with all Four Seasons’ guidelines, policies, and procedures.
• Works harmoniously and professionally with co-workers and leaders.
• Coordinates the move-in date with Director of Residences for all residents.
• Conducts pre-site tour with moving company.
• Conducts pre & post inspection of elevators, corridors, and any common areas of all components of the project and ensures all areas are properly protected before a move.
• Coordinates the opening of the units to contractors after authorization has been received, with the help of a security agent.

Desired Candidate Profile

• Acts as the Supervisor on duty in the building and forms part of the Emergency Response team.
• Assists bellman/doorman with responsibilities and duties in their absence or due to heavy volume periods.
• Ensures that the Residential Lobby and common areas are in optimal condition of cleanliness and tidiness at all times.
• Performs other tasks or projects as assigned by the Assistant Residences manager.
• Works closely with hotel/resort to ensure smooth handling of resident’s deliveries, reservations, and special requests.
• Ensures the safety rules & regulations are always respected.
• The ability to participate in regular staff meetings to keep employees informed of hotel policies and changes as well as ways to increase sales and service.
• Ensures adherence to the Golden Rule.
• Maintains a high standard of personal appearance – ensuring that your uniform is clean and presentable. Wearing your name badge at all times. Be a role model in this area.
• Has a good knowledge of the beverages served in Common Areas.
• Assists homeowners and colleagues during a Fire or Emergency Evacuation.
• The ability to work shifts that are flexible as well as working overnight.
• Understands and adheres to the Residences’ rules and regulations, particularly regarding Fire, Hygiene, Health, and Safety.
• Undertakes other duties and responsibilities which, while outside the normal routine, are within the overall scope of the job.
• Reports for duty punctually wearing the correct uniform/attire and name badge. Maintains a high standard of personal appearance and hygiene and adheres to the Residences and department personal appearance standards.
  

Skills and Competencies

• At least two years of post-secondary education is preferred.
• One to three years of concierge experience in a luxury environment.
• Previous Four Seasons concierge experience is preferred.
• Excellent communication skills.
• Fluent in English, written and verbal; an additional language is an asset.
• Ability to use a variety of software.