Lead Concierge (AM)

Department: Guest Services

Reports to: Director of Residence

Status: Non-Exempt

Share this Career Posting:

Job Summary

The Lead Concierge is a unique position in which the attendant will be responsible for all Concierge & Resident Guest Services, assist the Director of Residence in all tasks assigned, as well as lead by example and oversee Part Time & Full Time Concierge attendants.

Job Responsibilities

  • Respond to Residence owners’ and their guests’ requests for visitor information, special arrangements, or services (e.g., transportation, reservations, dry cleaning) by making arrangements or identifying appropriate providers.
  • Respond to special requests from Residence owners and their guests with unique needs and follow up to promote satisfaction.
  • Gather, summarize, and provide information to Residence owners and their guests about the property and the surrounding area amenities, including special events and activities.
  • Announce all visitors, contractors, etc. to Residence owners before allowing them to go up and permit access to only authorize visitors and implement into the key-Link track system.
  • Answer, record, and process all calls, messages, requests, questions, or concerns. Contact appropriate individual or department (e.g., Maintenance Technician, Residences Attendant, and Housekeeping) as necessary to resolve call, request, or opportunity.
  • Understand and assist with owner reservations at the Epicurean Hotel.
  • Assist with scheduling of the elevator for move-in/out for Residence owners/tenants.
  • Perform Lobby Ambassador tasks.
  • Review the shift-log daily and document pertinent information as needed.
  • Report any incidents, accidents, injuries, and unsafe work conditions to the Director of Residences, and complete safety training and certifications.
  • Follow all Mainsail policies and procedures, ensure uniform and personal appearances are clean and professional, maintain confidentiality of proprietary information, and protect company assets.
  • Welcome and acknowledge all Residence owners and their guests according to company standards, anticipate and address service needs, assist individuals with disabilities, and thank others with genuine appreciation.
  • Speak with others using clear and professional language, prepare and review written documents accurately and completely, and answer telephones using appropriate etiquette.
  • Comply with quality assurance expectations and standards.
  • Perform other reasonable job duties as requested.

Education & Experience 

  • High School diploma or higher
  • Previous hospitality experience preferred
  • Excellent customer service skills
  • Excellent communication skills, both verbal and written

Physical Demands 

  • Stand, sit, or walk for an extended period of time or for an entire work shift.
  • Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
  • Ability to communicate clearly.
  • Corrected vision to normal range.
  • Ability to work long hours as needed.

Mental Demands 

  • Make sound judgments quickly.
  • Work on multiple tasks, making appropriate progress towards deadlines.
  • Able to work independently, take direction, and provide direction to others.
  • Manage differing personalities within the office, the hotel, and the community.
  • Maintain the highest degree of confidentiality.
  • Ability to work effectively in stressful, high pressure situations.
  • Ability to effectively handle challenges in the workplace, including anticipating, preventing, identifying, and solving problems as necessary.

Career Information

Date Posted:
September 22, 2022

Career Category: