Lead Concierge / Front Desk - Basalt / Aspen

WRMC is an award-winning industry leader committed to excellence in luxury property management. We are seeking an experienced and service-driven  Lead Concierge  to join our  Luxury Class A+ Multifamily  near Aspen, Colorado.

Responsibilities :

• Oversees and schedules all Concierge staff to cover the requirements of the building.
• Responds to any changes in the schedule due to illness, etc., to fill any open shifts in a timely manner. On call availability for emergencies and call outs.
• Controls overtime with any overtime being pre-approved before team members exceed their normal shift / hours.
• Provides initial training in concierge position responsibilities to any new hires.
• Keeps track of activity logs and incident reports. Presents them to General Manager for review.
• Forwards vacation, day-off, and PTO requests to General Manager for approval.
• Assists in investigations, tape / log reviews of any unusual incidents.
• Assists General Manager with any special requests –administrative work, mailings, etc.
• Monitors and controls access to the building
• Maintains daily log, records and forms.
• Identifies and clarifies residents’ needs and desires. Answers questions, gives directions and instructions, and develops inventories of services provided.
• Always takes the resident, guest or vendor to their destination in the building when time permits instead of pointing or just giving directions.
• Assists residents in establishing accounts and schedules access for authorized vendors to provide services within units.
• Anticipates services required by ascertaining the mood and style of residents, identifying options, and developing itineraries for them.
• Seeks ways to improve the services that we already provide, or possibly add additional services, by listening to residents’ comments, observing their usage, and making recommendations to management.
• Maintains resident and guest privacy, and the organization’s reputation, by always keeping information confidential.
• Able to understand and react quickly and effectively to any emergency.
• Consistently monitors and controls all electronic security control systems and react quickly when there is an issue to be resolved.
• Enhances department and organizational reputation by accepting ownership for accomplishing new and different requests and exploring opportunities to add value to job accomplishments.
• Enters all pertinent information as quickly as possible concerning residents, their contact information, family members, pets, vehicles, insurance, into Real Page. Responsible for making any changes to this information on a timely basis.
• Responsible for maintaining a safe and secure work environment for all residents, guests and staff. Follows established safety guidelines and immediately reports all hazardous conditions or equipment safety issues to General Manager and Chief Engineer.
• Responds to residents’ concerns and complaints in a professional and caring manner. Follows up and tries to resolve all such concerns and complaints. Elevates issues to General Manager if necessary / appropriate.
• Manages resident relations to ensure a consistently high level of service, including timely and complete resolution of resident concerns and issues, and coordinating special services and requests.
• Performs other duties and responsibilities consistent with the position as assigned by the General Manager.
• Communicates effectively and demonstrates good customer service skills to residents, guests, vendors and other staff members.
• Supports the positive and professional environment in the building, and while interacting with the businesses and people in our neighborhood.
• Demonstrates flexibility in the work schedule by working weekends, holidays and additional shifts when necessary.

Requirements

Experience / Knowledge / Skills :

• Minimum of 3 years of experience working as Lead Concierge / Front desk at Hotel / Residential luxury settings.
• Strong customer service, communication, and interpersonal skills to help create effective customer-focused relationships with all levels within the organization.
• Able to operate a computer and be proficient in working knowledge of MS Office Programs (Office, Word, Excel) and e-mail.
• Able to operate standard office equipment, including fax machine, copier, telephone, etc.
• Highly motivated and able to work independently.

Physical Requirements :

• Physical demands include ability to lift 30-50lbs.
• Ability to work in an upright standing or sitting position for long periods of time.
• Handle, finger, grasp and lift objects and packages. Reach with hands and arms.
• Ability to work at a personal computer, as well as talking on the phone, for extended periods of time.
• Ability to quickly and easily navigate the building as required to meet the job functions.
• Ability to detect auditory and / or visual emergency alarms and respond quickly and appropriately.
• Ability to work extended / flexible hours, weekends, and holidays if required by coverage necessary for the building,
• Ability to respond to emergencies in a timely manner.

Benefits

• Medical
• Dental
• Vision
• Short term disability (STD)
• Long term disability (LTD)
• Employee assistance program (EAP)
• Identity theft protection
• Pet insurance
• Retirement
• Paid Time Off (PTO)