Job Description

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Impact of this role

The Residence Lead Concierge is responsible for leading guest/owners experience, providing quality service in a friendly, natural, and courteous manner.  Promptly responds to requests and anticipates needs, including, but not limited to, making reservations, promoting internal and Rosewood and Rosewood Reserve experiences, manging itineraries, coordinating external and internal house staff on behalf of owner. Works closely with Management to provide impeccable service and ensure all public areas are staffed and in impeccable condition. Ensures best practices are in place and brand standards are followed and executed by all team members. Collaborates with all departments, steeping into assist when needed, never using the phrase “no” or “not my job”. Maintaining a safe and secure environment for all residence and associates and protect all assets and assure compliance with residential policies and procedures.

Key Responsibilities

· Engage with residents in a sincere and meaningful manner.

· Coordinate all residents’ requests with a sense of urgency at the highest level of professionalism.

· Assist with inquiries regarding services and buildings, amenities, hours of operations and events.

· Assist with directions and/or recommendations.

· Manage and track all incoming, outgoing mail and packages, including, but not limited to, dry cleaning, flowers, food deliveries etc. Ensure all items are coordinated and delivered to resident’s unit / home.

· Answer all incoming and internal phone calls, adhering to Rosewood standard telephone etiquette. 

· Respond to all emails and texts from residents, with a sense of urgency and in a timely manner.

· Maintain owner profiles and preferences, including homeowners’ details and communication preferences.  

· Notify residents when visitors arrive, assuring all visitors are registered and authorized to be on property, direct / escort to location as needed. 

· Communicate with residents about any routine or emergency maintenance.

· Follow-up with all requests to ensure work is completed on routine requests.

· Assists with move-in orientation for new residents.

· Provides general concierge services, locally and globally too, utilizing the Rosewood network.

· Support travel needs, under the Rosewood Reserve program offering.

· Coordinate arrival and departure needs, such as transportation, home provisions and setup.

· Resolves services issues and ensures follow-up.

· Monitor cleanliness, upkeep of amenity spaces and front lobby, drive, and public areas, assisting as needed.

· Maintains any daily amenities, including setup, cleaning, and staging of public areas and Gym, as needed.

Administration

· Maintains complete knowledge and complies with the HOA's policies and procedures.

· Maintains a well-organized workstation with necessary supplies throughout shift, as well as administers the cleanliness of the building's entrance and lobby.

· Maintains daily log and records using the appropriate systems and software.

· Performs assigned administrative clerical, word and excel document work.

· Assures all pets, vehicles, motorcycles, and bicycles are properly registered and logged.

· Maintains a log of temporarily available parking spaces for resident guests and visitor use.

· Maintain a log of visitors and /or workers on site.

· Manages and keeps a status log for all storage lockers.

· Attend and participate in designated /department meetings and trainings. 

· Update the owner’s database.

· Maintain and update services menu and vendors contact list.

· Uses sound judgment, multitasks effectively, and resolves routine day-to-day issues before escalating procedures.

· Maintains a professional appearance, demeanor, and communication standard at all times while on duty.

· Maintains appropriate workplace boundaries and avoids gossip, rumors, or non-business discussions with staff, vendors, or contractors.

· Limits personal device use while on duty to approved business purposes and uses Microsoft Teams/approved channels for work updates and reporting.

· Develops and updates SOP’s that support the team and Residential Concierge function.

· Supports departmental and brand compliance training

· Oversees department procurement needs, ensuring work supplies and tools to do the job a readily available.

Safety

· Monitors all property access points (gates, garages, doors, elevators) through the operation of Closed-Circuit Television where applicable.

· Reports all suspicious activity to proper authority to ensure continued resident safety.

· Immediately contact emergency maintenance personnel if an emergency maintenance situation develops.

· Follows safety procedures and maintains a safe work environment.

· Helps maintain a safe and secure environment throughout the building.

· Report any repairment or improvements needed.

Other

· Works with housekeeping/ Porters to ensure public areas, elevators and entrance are in tip top condition.

· Help show visitors / potential residents the property and promote the services offered.

· Help organize guest activities and prepare all necessary set-up.

· Record important information in the guest profile for reference including personal preferences, interests, and complaints for everyone’s reference.

· Co-ordinate with other departments to tackle any guest’s issues.

· Train new associates in all basic skills including telephone skills and greeting skills.

· Ensure grooming and appearance of the team members following Rosewood’s guiding standards.

· Promote teamwork and collaborative spirit among team members.

· Foster team understanding of Rosewood core values.

While this is intended to be an accurate reflection of the duties involved in this position, the company reserves the right to add, remove or alter duties when business need dictates.

Critical Skills & Qualification

Required Skills and Qualifications

General Skills

· Must be able to perform job functions with attention to detail, speed, and accuracy.

· Prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly.

· Understand residence service needs.

· Work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data.

Technical Skills

· Good phone etiquette and communication skills.

· Able to answer phones with a positive attitude and disposition.

· Able to read and understand instructions, safety rules, etc.

Education or Certification

· High school diploma or equivalent

· Hotel or residential certification or degree

Language

· Required to speak, read, and write local language, with fluency in other languages preferred.

Physical Requirements

· Must be able to endure various physical movements throughout the work areas, stand, walk, and sit for long periods.

· Reach up and down, remain stationary at times throughout work periods, lift at a minimum 50 pounds, and satisfactorily communicate with guests and co-workers to their understanding.

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