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Concierge

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Greystar

27d ago

  • Job
    Full-time
    Entry, Junior, Mid & Senior Level
  • Customer Relations
    Facilities Management
  • Melbourne

AI generated summary

  • You must possess strong communication, organizational, and customer service skills, work well in teams, adapt to fast-paced changes, and have relevant experience in hospitality and real estate marketing.
  • You will greet residents, manage calls and packages, ensure property cleanliness, assist with events, address inquiries, maintain records, and promote resident satisfaction daily.

Requirements

  • 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 diploma or 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.

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.
  • 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.

FAQs

What are the primary responsibilities of a Concierge at Greystar?

The primary responsibilities include greeting residents and guests, managing package deliveries, scheduling services, maintaining community appearance, and responding to inquiries and concerns from residents.

What qualifications are required for the Concierge position?

A high school diploma or related experience is required, along with a valid driver's license. Candidates should also be able to pass a National Criminal History Check and a Working with Children Check.

Is experience in customer service necessary for this role?

Yes, experience and enthusiasm in delivering customer service are essential for this position.

What qualities are Greystar looking for in a Concierge?

Greystar seeks a strong team player who is flexible, organized, has excellent communication skills, and demonstrates a commitment to delivering superior customer service.

Are there opportunities for career advancement within the Concierge role?

Yes, there are opportunities for career advancement, as Greystar values employee growth and offers training programs to enhance skills and knowledge.

What software will I need to be familiar with for this role?

You should be proficient in property management software (such as Yardi), word processing, and spreadsheet management programs, as well as internet research tools.

Is the Concierge role a full-time position?

The job may include full-time hours, and there may be a requirement to participate in a rotating weekend roster.

What is the work environment like for a Concierge at Greystar?

The work environment is fast-paced and requires proactive interaction with residents and team members to create a welcoming atmosphere.

What types of training does Greystar provide for new employees?

Greystar provides internal and external training classes, including industry events, to keep employees informed of trends and best practices.

What are the expectations regarding dress code and professionalism for this position?

The Concierge position requires a professional appearance and approach, embodying the values and standards of Greystar at all times.

A Leading, Fully-Integrated Global Real Estate Company

Real Estate
Industry
10,001+
Employees
1993
Founded Year

Mission & Purpose

Founded in 1993, Greystar provides world-class service in the residential rental housing industry. Our innovative vertically integrated business model integrates the management, development and investment disciplines of the rental housing industry on international, regional and local levels. This unique approach and our commitment to hiring the best professionals have resulted in record growth, making us one of the most respected and trusted global real estate companies. Because our vertically integrated business model includes both investment and service-oriented businesses, we’re able to maintain a constant presence in local markets and create value in all phases of the real estate cycle. Our international platform provides economies of scale, financial sophistication, institutional quality reporting and tremendous capital relationships, while our city offices provide local market expertise and execution. Supported by a global team of 20,000+ employees, Greystar’s experienced and cross-functional executive team boasts on average over 23 years of industry experience and provides a diverse perspective throughout the investment process. Over the years, Greystar has learned what’s important to people when it comes to a place to call home. That’s why we continually strive to provide beautiful living environments and innovative services that enhance the living experience. We take great pride in knowing that our homes are inviting places for residents to celebrate life’s important moments.

Benefits

  • Professional Development: Ongoing support is available for career advancement opportunities in addition to corporate training programs

  • Healthcare: Health insurance (including company-paid opportunities) is offered, along with competitive dental and vision insurance plan options

  • Paid Time Off: Full-time team members receive generous paid time off – including your birthday! – as well as paid sick leave, personal days, and company holidays

  • Paid Parental Leave: Maternal and paternal paid leave is available for the birth or adoption of a child

  • Employee Assistance Program: Experienced counselors are available 24/7 for confidential assistance to listen and help you find solutions at no cost to you