Concierge

ABOUT GREYSTAR

Greystar is a leading, fully integrated global real estate company offering expertise in property management, investment management, development, and construction services in institutional-quality rental housing, logistics, and life sciences sectors. Headquartered in Charleston, South Carolina, Greystar manages and operates more than $290 billion of real estate in 247 markets globally with offices throughout North America, Europe, South America, and the Asia-Pacific region. Greystar is the largest operator of apartments in the United States, manages more than 857,400 units/beds globally, and has a robust institutional investment management platform comprised of more than $76 billion of assets under management, including over $34 billion of development assets. Greystar was founded by Bob Faith in 1993 to become a provider of world-class service in the rental residential real estate business. To learn more, visit www.greystar.com.

JOB DESCRIPTION SUMMARY

Concierge Team Members are responsible for organising, coordinating, and implementing various resident services and programs and acting as an information source for Residents, Guests, and Prospects. The Concierge serves as the most front-facing Team Member representing Greystar at the property.

JOB DESCRIPTION

Key Role Responsibilities:

• Act as a role model at all times by demonstrating the core values.
• Demonstrate infectious attitude to delivering excellent service by greeting all Residents and entrants to the property in a prompt manner with a friendly disposition and a smile and tend to the comforts of Prospects and Guests while they wait to speak with Team Members.
• Answer phone calls, route all calls to the appropriate team member for assistance, and assist with completed service request call backs as necessary.
• Maintain the guest suite schedule to ensure proper payment and cleanliness upon guest arrival.
• Coordinates the loading dock and/or elevator schedule for move-ins and move-outs.
• Ensure the physical aspects of the community (including lobbies and amenities) meet the Company’s standards for overall appearance (cleaning/touch-ups may be needed, in addition to liaising with the maintenance team) prior to office opening each morning and at the start of each shift.
• Manage all package deliveries by documenting arrival information and notifying residents of all package deliveries within 24 hours.
• Maintains tracking logs for equipment rentals, dry cleaning, and/or other services provided by the community.
• Assist the community team with scheduling, planning and organising resident activities and programs.
• Keeps detailed information on local area restaurants, shops, delivery options, and other pertinent information that may be of interest to residents and maintains relationships and contacts with concierge vendors.
• Perform support and administrative tasks, paperwork, computer work, and other tasks as necessary.
• Respond to daily enquiries (walk-ins, calls, emails, social media messages, DMs, text messages, and online and website traffic).  Make outgoing calls and create outgoing emails, utilise software assets (including CRM and EDM platforms) and perform other day-to-day sales and leasing activities that contribute to the office operations aid leasing processes.
• Use the property management software (i.e., Yardi) to record and track resident and prospect conversations, guest traffic, manage data, and communicate information to other team members as appropriate.
• Use online tools/resources for gathering and presenting research and information.
• Assist Residents with concerns and complaints (such as logging of maintenance requests, parcels, parking, preparation and distribution of notices, and miscellaneous problem solving).
• Promote resident satisfaction and retention by ensuring a timely response to questions, requests, and complaints and taking appropriate action to resolve and address any issues.
• Actively seek interaction and contact with residents to proactively seek to improve service delivery.
• Respond quickly and with urgency to any concerns, questions, issues, and requests.
• Participate, where required, in a rotating weekend roster.
• Ensure compliance with Company policies and procedures and any laws and regulations governing housing operations and residential lettings.
• Complete various human resources, compliance, training, financial, and administrative tasks, as well as other reports and analysis and perform other duties as assigned or as necessary.

Organisational Responsibilities:

• Follow established policies and procedures by monitoring and ensuring compliance with regulatory requirements, organisational standards, and operational processes related to area(s) of responsibility and reporting violations or infractions to appropriate individual(s).
• Practice proper safe behaviours and techniques in accordance with Company, property, and departmental policies, procedures, and standards by immediately reporting any mechanical or electrical equipment malfunctions, employee/visitor/resident injuries or accidents, or other safety issues to appropriate individual(s).
• Identify areas for improvement, offer suggestions to improve efficiency and productivity, and implement ideas that achieve operational excellence.
• Keep abreast of new trends and changes in the industry and areas of responsibility by attending internal and external training classes, apartment association meetings and other events, and accessing other information sources.

Knowledge, Skills, and Experience Sought:

• Demonstrated interpersonal and written communication skills including ability to read, write, and communicate effectively, explain apartment features, and answer questions about the property.
• A strong team player but capable of working autonomously and taking ownership.
• Flexible approach to working in a fast-paced environment and adaptable to thriving in a changing environment.
• Evidence of strong organisational and follow-up skills with the ability to multitask and prioritise whilst maintaining a high level of accuracy and attention to detail.
• Demonstrated proficiency in word processing and spreadsheet management programs in order to complete any required correspondence or reports.
• Proficiency and fluency in using the internet for researching resident requests with programs such as Google and other search engines and navigating the internet and websites.
• Excellent customer service skills to be able to interact effectively with a diverse group of people, stay calm under pressure, build relationships, and provide cheerful assistance to others.
• Self and cultural awareness and ability to adapt relationship building, communications and negotiation skills to suit audience.
• Enthusiasm to deliver an exceptional experience to stakeholders and continuously improve knowledge of self and others.
• Ambitious and energetic; willing to have fun; personable with the ability to build and develop relationships quickly.
• Strong belief in delivering superior, creative service with the ability to anticipate future resident’s needs.
• Professional in appearance and approach.
• Holds self and others accountable to meet commitments.
• Makes good and timely decisions that keeps the organization moving forward.
• Gains the confidence and trust of others through honesty, integrity and authenticity.
• Any/all licenses and/or certifications as required by Federal/State/Local jurisdictions.
• Valid driver’s license.
• Ability to obtain a favourable National Criminal History Check and Working with Children Check.
• High School diplomaor related experience and/or training.

Desirable:

• Experience and enthusiasm in delivering customer service
• Excellence in hospitality
• Experience with real estate marketing, target audience, and product
• Experience working with premium/luxury accommodation assets
• Start-up/scale-up and team management experience
• Experience working for an asset management company
• CRM data management experience
• Basic knowledge of Rental Provider Legislation