GENERAL SUMMARY OF DUTIES:
Maintain company customer service standards within the community. Completes various administrative functions associated with residents’ needs, leasing, and resident activities by providing high quality resident customer service. Responsible for implementing programs to address resident satisfaction with services provided by the Company. The concierge will have a gracious approach to all activities, greet visitors and residents, handle calls and assist with resident issues. SUPERVISION RECEIVED: Reports directly to the Community Direct, Senior Community Director, or Lead Service Manager SUPERVISION EXERCISED: N/A
ESSENTIAL FUNCTIONS:
Manage the front desk and be the first greeter when a resident, prospective resident, vendor, or contractor comes to the office.
Emphasize providing excellent customer relationship management.
Guest may be offered refreshments while waiting for a Leasing Consultant/Sales Associate or Move-In Specialist to meet with them.
Ensure that the entrance is only accessed by authorized individuals.
Respond to resident requests and inquires and works to address resident concerns in accordance with the company’s customer service standards.
Assist residents who come to the front desk to make a service request by entering that service request into the system for them.
Provide the residents community communication.
Communication may occur daily, weekly, or monthly and will be provided via the computer portal and postings.
Plan and coordinate resident events at the community such as meetings, parties, cooking nights, movie nights, and other special events aimed at resident retention.
Work with the Community Director/Property Manager to manage these functions within budget.
Manage, maintain, and report any amenity deficiencies to the Service Manager or Community Director/Property Manager if the Concierge can leave the front desk.
Assist Service team with follow-up if needed and may print Service Requests or call vendors for the Service Manager.
Answer telephone promptly and in a professional manner and direct callers to appropriate individual or take messages.
Manage and organize the package room by accepting packages, notifying the resident, and locating and giving the correct packages to the resident.
Provide additional services (if applicable) such as coordinating the receipt and pick-up of dry cleaning, arranging for transportation, tickets, flowers, pet services etc...
Manage key policy and process by providing keys to residents or contractors and documenting in accordance with the “Key Policy”.
Provide updated information about the local area such as shopping, dining, nightlife, and recreational destinations.
Perform other duties as assigned or as necessary.
PERFORMANCE REQUIREMENTS Knowledge of organizational and community policies and procedures.
Ability to apply policies and procedures to solve everyday issues.
Ability to effectively present information to prospective or current residents.
Demonstrated knowledge of demographics surrounding assigned community.
Must be self‑motivated and positive team member with effective communication and client relations skills.
Knowledge of basic office practices and procedures; filing and maintenance of fiscal records.
Ability to exercise initiative and problem‑solving skills.
Ability to establish priorities and coordinate work activities.
Possesses professional, friendly telephone and greeting skills.
Demonstrated experience in providing customer service.
Proven professional verbal and written communications skills with an outgoing personality.
Ability to create, compose, and edit written materials.
Ability to work in conjunction with residents, prospective residents, vendors, contractors, Company managers, and associates.
Polished interpersonal skills.
Knowledge of computer systems and applications.
Demonstrated proficiency in the use of the internet and internet searches.
Must have experience with computer skills including the spreadsheet, word processing programs, internet, and e‑mail at a highly proficient level.
TYPICAL PHYSICAL DEMANDS Requires mobility sufficient to travel.
Some bending, stooping and stretching.
Occasionally lifting items weighing up to 30 lbs.
Requires eye‑hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator, and other office equipment.
Requires normal range of hearing and eyesight to record, prepare, and communicate appropriate reports.
Regular and consistent attendance on the job is an essential function.
TYPICAL WORKING CONDITIONS Normal office environment.
Incumbents must be able to physically access all exterior and interior parts of the community and amenities.
Periodic exposure to outside elements where temperature, weather, odors, and/or landscape may be unpleasant and/or hazardous.
Shifts will vary.
EDUCATION AND EXPERIENCE:
High School Diploma or its equivalent.
Minimum of one to three years’ experience as a concierge or with related customer service.
Preference of experience in hotel properties, rental operations, or related upscale service business.
Must be an active member of the Union within 30 days of employment.
Certified Notary is a plus.
UDR is proud to provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. UDR is committed to providing and maintaining a diverse workforce and an inclusive work environment with equitable access and opportunity for associates to participate, grow, and reach their full potential.
