Residential Experience

Job Description

RESPONSIBILITIES 

Operating from the Residential Lobby, the Residential Concierge responds to a wide variety of homeowner requests by accurately assessing the resident’s needs and inquiries; offering personal recommendations and personalized touches to achieve maximum resident satisfaction while complying with all Four Seasons’ policies.  

TASKS

• Handles all resident interactions with the highest level of hospitality and professionalism – accommodating special requests whenever possible; resolves resident complaints; assists residents in all inquiries in connection with common area services, a la carte requests, etc. Responds to all resident requests in an accurate and timely manner making recommendations based on local knowledge and residence best practices. 
• Processes packages, faxes, messages, and mail which may be either outgoing or incoming in an accurate and timely manner; stores and retrieves resident packages, groceries, luggage, dry cleaning and flowers. Coordinates with Residential Attendant/Page for the retrieval of resident’s vehicles.
• Manages and provides access to the building(s) and units with all vendor/contractor/resident’s service providers and visitors, based on advanced  authorization, assists with vendor/contractor scheduling, verifies identity and provides appropriate residence access for vendor/contractors and resident’s service providers.  Controls entry doors and elevator/lift access.
• Ensures that information for vendors, restaurants, local businesses, etc. are updated and current.  Is knowledgeable about what activities are available in the local vicinity (theatre, sports, concerts, shows, special exhibits, sightseeing) and establishes close relationships with local businesses in these areas in order to provide information, transportation, ticketing, and reservations for residents, in addition to a la carte services – vehicle services, pet services, babysitting services, housekeeping services, medical centers, etc.
• Updates homeowner profiles with any relevant information
• Utilizes a variety of software programs to accurately input special arrangements (i.e. Engineering and Housekeeping requests) the resident has made and ensures coordination with outside service provider for direct billing
• Monitors the fire alarm panel; responds to any emergency situation, such as providing access to emergency personnel – fire department, ambulance, etc.
• Coordinates the booking of the service elevators/lifts and loading dock/bay for move-in or move-out
• Complies with all Four Seasons’ guidelines, policies and procedures
• Works harmoniously and professionally with co-workers and leaders

ADDITIONAL RESPONSIBILITIES

• Acts as the Supervisor on duty in the building and forms part of the Emergency Response team
• Assists Resident Service Attendants with responsibilities and duties in their absence or due to heavy volume periods
• Ensures that the Residential Lobby is in optimal condition of cleanliness and tidiness at all times
• Perform other tasks or projects as assigned by the Director of Residences

SKILLS AND COMPENTENCIES

• At least two years of post-secondary education is preferred
• One to three years of concierge experience in a luxury environment
• Previous Four Seasons concierge experience is preferred
• Excellent communication skills 
• Fluent in English and French, written and verbal; an additional language an asset
• Ability to use variety of software
• A valid driver’s license
• Only for Moroccan Passport holders