Concierge Team Lead (Kampar)

Job Summary:

As the Concierge Team Lead for a property management company, you are a key leader in overseeing the Concierge team, ensuring smooth operations and delivering exceptional tenant experiences. This role demands strong leadership, organizational skills, and a commitment to maintaining high standards of service, safety, and property management.

Key Responsibilities:

1. Team Management and Leadership:
   • Supervise, train, and support the Concierge team to ensure consistent and high-quality service delivery.
   • Conduct performance reviews, provide feedback, and implement development plans for team members.
   • Schedule and manage team assignments to ensure adequate coverage across all properties.
2. Customer Experience:
   • Act as the escalation point for tenant requests and concerns, ensuring prompt and satisfactory resolutions.
   • Foster a tenant-first culture within the Concierge team, ensuring an exceptional living experience.
   • Develop and implement strategies to improve tenant satisfaction and retention.
3. Operations Oversight:
   • Monitor and enforce security protocols, including managing key and access card controls.
   • Coordinate with the maintenance and housekeeping teams to ensure units, rooms, and common areas are up to standard.
   • Oversee check-in, check-out, inspection and other tenant-facing processes to ensure seamless execution.
4. Communication and Collaboration:
   • Maintain open lines of communication with tenants, property management staff, and other internal departments.
   • Implement effective communication tools and practices to keep the Concierge team aligned with organizational goals.
5. Reporting and Documentation:
   • Oversee the proper documentation of tenant interactions, check-ins, check-outs, booking fees, and tenancy agreements.
   • Generate regular reports on team performance, tenant feedback, and operational issues for senior management review.
6. Continuous Improvement:
   • Identify and implement process improvements to enhance efficiency and tenant satisfaction.
   • Stay updated on industry best practices and integrate them into the Concierge team's operations.

Qualifications and Skills:

• A bachelor's degree in hospitality, business management, or a related field is preferred, but not required.
• Candidates with proven experience in customer service, hospitality, or property management, especially with at least 1 year in a leadership role, will be given priority.
• Strong interpersonal and communication skills with a tenant-centric approach.
• Excellent problem-solving abilities and the capacity to handle stressful situations with composure.
• Proficiency in property management software and basic computer applications.
• Demonstrated ability to lead, motivate, and develop a team.
• Proficiency in Mandarin, Malay, and English.