POSITION SUMMARY:
This position serves residents by providing information and services. Self-motivated; outgoing; detail oriented; customer service and customer focused individual with excellent interpersonal, communication, and organizational skills including e-mailing, identifying, and organizing resources to provide personal service expected by residents.
POSITION RESPONSIBILITIES:
- Assists the Community Manager in the management of the community when the manager is present and in the manager’s absence.
- Answer phones in a professional, polite and friendly manner. Screen calls for Community Manager. Take messages for the Community Manager or transfer calls into voicemail. Answer phone calls from residents and guests being polite and courteous.
- Identifies and clarifies residents’ needs and desires; answers questions; gives directions and instructions; develops inventories of services.
- Manages and screens messages for the Community Manager.
- Provides database support including but not limited to: adding and editing phone numbers and email address of residents, creating, editing, and closing work orders for residents, manages all deliveries for residents (receiving, notification, signing for, dispersing), scheduling move in and move outs, scheduling deliveries, reading, adding, and editing notes to residents account. Notifying the Community Manager of any issues, concerns, changes that require management attention.
- Scheduling access for authorized vendors to provide services within units after collecting and ensuring the vendor has proper insurance with appropriate additional insured and certificate holder information.
- Allow vendor access to the building only with approval of Community Manager or Maintenance. Have the vendor sign in the vendor log at the front desk. Do not permit vendors to walk through the building unescorted; must be escorted by maintenance, manager or concierge. Concierge is to provide email update from vendor to manager.
- Provides services requested by making arrangements and reservations for taxi service for residents.
- Provides residents with a list of contractors who have worked within the building for other residents, list to be used at their own risk.
- Reminds residents of schedules; providing support and assistance where possible.
- Anticipates services required by ascertaining the mood and style of residents.
- Reserves community room for resident parties, collects deposit and rental checks, updates community room rental calendar. Notifies Community Manager and Porter Staff of rental.
- Collects parking fees via credit or debit card, and issues temporary parking passes.
- Records all visitors to the community in the visitor log. Announce visitors to the residents prior to allowing access to the elevator.
- Only allow those residents who live in the building and their approved guests into the elevator. All other unapproved parties are not permitted access.
- Receives requests for key cards, mailbox keys, and trash room keys. Notifies management of request, issues work order to maintenance staff. Provides keys to residents upon completion. Records request in an organized fashion.
- Receives work orders. Notifies the Community Manager of receipt of work order. All work orders must be approved and assigned by the Community Manager. After assigned, the concierge may update notes, actions, and close the work order upon completion.
- Resets fire alarm panels after confirming fire has not occurred, in accordance with front desk/concierge manual/protocol.
- Assists with snow removal by providing residents with ice melt or sprinkling ice melt on walkways as needed when walkways become slippery. Notes any time the snow vendor arrives, what work is performed, and when the snow vendor leaves. Provides email to the manager with these updates as they occur.
- Emails manager with any non-emergency update while on shift.
- Call the manager on cell phone for any emergency. If there is no answer, provide a voicemail. If no answer or return call within 10 minutes, call again. If the manager still does not answer, call the maintenance technician on call. STAFF MEMBERS ARE NOT PERMITTED TO GIVE OUT THE PHONE NUMBER OF THE MANAGER OR ANY EMPLOYEE TO ANY RESIDENT OR VENDOR WITHOUT WRITTEN PERMISSION FROM THE MANAGER.
- Improves services by obtaining and evaluating resident observations, opinions and criticisms.
- Maintains guest privacy and organization reputation by keeping information confidential. Keeps all employer/employee issues confidential; does not discuss current work with prior staff members or residents.
- Maintains positive and upbeat personality. Stays calm in the case of an emergency.
- Able to communicate verbally and written with the Community Manager whether during an emergency or not, in person or remotely.
- Able to take direction from management and follow through on tasks assigned.
- Enhances department and organizational reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
- Follows safety procedures and maintains a safe work environment.
- Assists the manager in the investigation of complaints from residents regarding the common elements, and within their unit; for any issue that may be related to a common element (i.e. utilities, hot water, pipes, heat, air conditioning, etc.)
- Assists the manager by performing any requests necessary to aide in the management of the association.
- Review and familiar with all emergency procedures of the building, the role of the front desk/concierge staff, and front desk/concierge manual.
- Calls the gas company on behalf of residents, anytime a gas leak is reported, complimented by then calling the Community Manager.
- Any other tasks as requested by the Community Manager to aide in the management of the Association, and assistance of the residents.
OPERATING SKILLS, KNOWLEDGE & ABILITIES:
Education/Training:
High school diploma or equivalency preferred. Completion of College level courses with concentration in Business or Hospitality is strongly desirable.
Experience/Knowledge:
Experience in Hospitality or at a Condominium preferred. Effective written and verbal communication skills; Computer literacy: Word, Excel spreadsheets, and e-mail. Must be able to speak and write in English. Strong customer service, communication and interpersonal skills required.
PHYSICAL REQUIREMENTS:
- Capable of working an eight hour shift.
- Must be able to stay late if shift relief does not arrive, and come in early if requested to assist with shift coverage.
- Must be able to attend staff meetings scheduled.
- Must be willing and able to treat emergencies as such and follow all emergency procedures without question.
- Capable of working on short notice to fill in for full-time and part-time staff.
- Able to work during major weather events including snow and ice. Must be able to fill in for full-time or part-time employees who cannot commute to the building due to weather.
- Must be able to commute to the building for shifts even if public transportation is not working.
- Must be able to work on holidays. This position may not have to work every holiday, but must fill in for some holiday hours. All recognized holidays are paid at time and a half, even if 40 hours of work is not reached that week,
- Must be able to see well enough to read faint or partially obscured writing or printing, with corrective lenses as needed.
- Must be able to walk and climb stairs.
- Must be able to detect auditory and/or visual emergency alarms.
- Must be able to quickly and easily navigate the property/building as required to meet job functions.
- Must be able to speak English in a clear and understandable voice so that various types of communications may be conducted with people of various levels of education and capabilities, to include the exchange and receipt of information over the telephone and walkie talkie.
- Position involves sitting, standing, stooping, kneeling, pushing, lifting, carrying and moving objects that can weigh up to 50 lbs. This movement can occur throughout the day. Must also be able to climb several flights of stairs if necessary.
- This is an indoor position, but sometimes the temperature inside is not always comfortable due to sliding doors opening and closing. This may let in heat or cold air.
- Must dress appropriately for the position and in accordance with company uniform. Uniforms or pieces thereof may or may not be provided by Grandview.
- Must be able to interact with all types of individuals, be mentally alert, detailed oriented and with good reasoning skills.
- Must have finger dexterity for typing/using a keyboard.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
ENVIRONMENTAL REQUIREMENTS:
- Must be able to work on more than one assignment at a time with frequent interruptions, changes, and delays.
- Must be able to remain focused and work effectively, efficiently, and cheerfully under such circumstances.
- Must be able to work in stressful situations.
- Must be able to remain calm and interact with irate or unpleasant guests and residents while keeping a calm demeanor and attitude.
- For safety reasons, employees must remain alert to working conditions and aware of safety, health and environmental concerns.
- Must be able to work effectively and cheerfully in an environment which may be stressful due to adversarial situations resulting from the proper performance of duties.
Job Type: Full-time
Pay: $17.00 per hour
Expected hours: 36 – 42 per week
Benefits:
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Day shift
- Evening shift
- Every weekend
- Monday to Friday
- Weekends as needed
Experience:
- Customer service: 2 years (Required)
Ability to Commute:
- Philadelphia, PA 19107 (Required)
Work Location: In person