Lead ConciergeKemper Development Co • Bellevue, WA, US
Lead Concierge
Kemper Development Co • Bellevue, WA, US
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job_description.job_card.job_descriptionDemonstrated ability to lead and inspire a team to deliver luxury customer service. Demonstrated ability to translate 2LT’s vision for customer service to all staff and constantly model luxury customer service. Demonstrated ability to build a team and a team-centric environment Demonstrated ability to provide daily supervision of a team of concierges including establishing performance standards, training, scheduling, monitoring performance, coaching for excellence, providing regular feedback Experience participating in hiring decisions. Self-motivation to accomplish goals, with a strong sense of responsibility. Demonstrated ability to deliver outstanding service to a wide range of customers. Ability to remember names and faces to address residents and guests by name whenever possible Thorough knowledge of Microsoft Office : Word, Excel, and Outlook Reliability, diligence, dedication, resourcefulness, and attention to detail. Strong English verbal and written communication skills. Ability to understand, remember and carry out written and oral instructions. Strong initiative, follow through and time management skills. Ability to work well individually and with a team. Proven comfort and experience to interact effectively with all levels of management, guests, associates, and clientele, both inside and outside of the organization. Ability to solve problems creatively and to think outside the box. Demonstrated sound organizational, coordinating, multi-tasking, and personal interface skills. Thorough knowledge of the layout of all properties and entities within the Bellevue Collection. Willing to work weekends, holidays, evenings, and overnights as needed. Translate 2LT’s vision of luxury customer service and inspire team to live this vision by modeling this vision. Represent concierge team with other departments and with management. Work with ownership and leasing management to develop and execute programs and policies for the building and the residents Oversee operation of the concierge team including : Training Monitoring performance Coaching Providing regular feedback Welcome and acknowledge every resident and guest with a smile, eye contact, and a friendly verbal greeting, using names when possible. Maintain organized, neat, and consistent presence at lobby workstation. Respond to residents, guests and visitors request that may include but not limited to : restaurant reservations, recreation requests, floral orders, premium tickets for entertainment events, car service reservations, dry cleaning, mail, notary, repairs, etc. by making arrangements with designated vendors or identifying appropriate providers according to KDC standards. Coordinate resident requests in Yardi including package delivery updates, away services, instructions. Communicating changes to the team effectively. Arrange transportation for residents, guests and visitors, and record advance transportation requests. Respond to special requests from residents / guests with unique needs. Anticipate services needed by asking questions to better understand needs and by watching / listening to preferences and acting on them whenever possible. Actively listen and respond positively to questions, concerns, and requests to resolve issues, delight residents, and build trust. Contact appropriate individual or department (Porter, Facilities, Engineering) as necessary to respond to residents’ needs. Gather, summarize, and share information about the property and the surrounding area amenities including special events and activities. Provide recommendations on dining / activity destinations, community events, etc. Announce all visitors, contractors, etc. to residents before allowing them to access to the building. Permit access only to authorized visitors. Answer telephones using appropriate etiquette including answering the phone within 3 rings, with a smile in one’s voice, using the caller’s name, requesting permission before placing the caller on hold, transferring calls to the appropriate person or department, taking and relaying messages, and allowing the caller to end the call. Speak to residents, guest, and co-workers using clear, appropriate, and professional language. Prepare and review written documents (e.g. e-mails, business letters, memoranda, reports), including proofreading and editing information to maintain accuracy and completeness. Handle sensitive issues with employees, residents, and guests with tact, respect, diplomacy and confidentiality. Support all co-workers and treat them with dignity and respect. Develop and maintain positive and productive working relationships with other employees and departments. Partner with and assist others to promote an environment of teamwork and achieve common goals. Provide refreshments to guests as requested. Manage amenity room schedules and organize and clean up rooms as needed. Provide guests with a visual tour of the properties utilizing available technology. Troubleshoot technology issues as they arise. Request assistance from IT as needed. Ensure all systems are ready for use during operating hours and properly turned off at close of business. Assist in coordination of resident, broker, and leasing events including catering needs and event logistics. Assist leasing teams (Residential, Office, and Retail) as necessary. Track printed materials and order new supplies when needed. Assist with special projects. Primary functions require sufficient physical ability to work in an office setting and operate office equipment with extensive keyboarding and manual dexterity. CONTINUOUS standing or sitting, coupled with upward and downward flexion of neck, side-to-side turning of neck, and reaching with hands and arms; light to moderate finger pressure and tactile sensitivity sufficient to accurately manipulate keyboard, equipment controls, and office equipment; and pinch grasp to manipulate writing utensils. FREQUENT lifting of standard supplies and materials, such as maps, binders, clipboards, portable radios and objects weighing up to 10 lbs., reaching and stretching followed by standing from seated position and walking short to long distances as needed. OCCASIONAL kneeling, bending and squatting; lifting and carrying of objects weighing 11-35 lbs. and pushing and pulling objects weighing up to 35 lbs. See in the normal visual range, including color, depth perception and the ability to adjust focus, with or without correction; vision sufficient to read computer screens and printed documents and to operate equipment. See, read, and understand written information and instructions in all forms, including handwritten, hard copy or electronic communications formats. Hear, understand, and respond to verbal information in person or by phone. Hearing capability must be in the normal audio range with or without correction, in order to fulfill the requirements of this position. Minimum high school diploma or GED. AA Degree or equivalent experience preferred. 2-3 years administrative, customer service, hospitality, or hotel concierge experience required.
Job Description
Job Description
Distinguishing Characteristics of work and essential attributes
Employees in this classification perform service and administrative level duties as Lead Concierge serving Two Lincoln Tower. Work varies but is generally governed by company policies as described in the current Employee Policy Manual, regulations, and operating procedures. Job performance is reviewed regularly by the General Manager of Two Lincoln Tower.
The Lead Concierge is expected to act with a great deal of independence and initiative in daily performance of his / her duties, continuously demonstrating and maintaining proficiency in all residence tower related tasks. The Lead Concierge will be an organized, energetic, self-starter with outstanding leadership and customer service skills, with the ability to multi-task, to react with appropriate levels of urgency to situations and events that require quick response with superb communication and problem-solving skills, to take ownership in all aspects of work and is passionate about providing five-star hotel quality service. The Lead Concierge will be tested on his / her knowledge and be asked to demonstrate certain skills at regular intervals. Proficient English reading and writing skills and verbal communication skills are required .
The Lead Concierge must display the following essential attributes and deftness in delivery at all times while representing KDC :
- Financial responsibility
- KDC Best Practices
- Luxury Customer Service
- Integrity
- Honesty
- Teamwork
- Strategic thinking
- Vision for the goals of the company
- Reliability
- Ambitiousness
- Insightfulness
- Respect other points of view
- Decisiveness
- Loyalty
- Leadership
- Charisma
Required knowledge abilities and skills
The Lead Concierge must display and maintain the following abilities and skills as a minimum requirement of the position.
Essential functions and duties
Within assigned areas of responsibility, this position requires the following. Other duties will be assigned as needed.
Scheduling
Physical Demands typically involve, but are not limited to :
Education / work experience requirements
“This job description does not create any contract rights. Kemper Development Company, (KDC), and the employee are free to terminate the employment relationship at any time without cause or notice. This at-will employment relationship cannot be altered except by written agreement executed by the employee and the President of Kemper Development Company. This policy will be strictly adhered to and is for the benefit of both the employee and KDC.
Pay Rate : $34-36 / per hour
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