Concierge

Job Title: Concierge

Department: Concierge

Reports To: Property Manager

FLSA Status: Non-Exempt

Prepared Date: 03/15/2022

ABOUT NEMA CHICAGO:

Brought to you by Crescent Heights®, NEMA is a lifestyle apartment brand inspired by each city it calls home. Thoughtful design; extensive amenity collections; and personalized, tech-powered service are at the core of the NEMA ethos.

Disrupting the conventional apartment industry and setting new excellence standards, NEMA began in San Francisco in 2013 with a game-changing residential tower in the city’s transforming Mid-Market neighborhood. Today, NEMA is growing into a national residential rental brand with residences in Chicago and Boston, coming soon to Miami, Los Angeles, and Seattle as well.

The city’s tallest rental residence, NEMA Chicago is a 76-story architectural icon, designed by world-renowned architect Rafael Viñoly and award-winning Rockwell Group. Located on Grant Park, NEMA Chicago boasts stunning Lake, Park, and city views. The tower’s studio- to four-bedroom luxury residences are complemented by a 70,000-square foot collection of locally inspired amenities and tech-powered, predictive service.

ABOUT CRESCENT HEIGHTS:

Established in 1989, Crescent Heights is the nation’s leading urban real estate firm, specializing in the development, ownership, and operation of architecturally distinctive mixed-use high-rises in major cities across the United States. Enjoying over three decades of experience, Crescent Heights manages all aspects of its properties internally and has received numerous excellence awards throughout the years. Our diverse portfolio spans across multiple geographic markets, with world-class new development projects coming soon in Miami, San Francisco, Chicago, Los Angeles, and Seattle.

OUR CULTURE:

We are proud of the level of service that we deliver and believe that individual impact is most valuable in creating an exceptional customer experience. Our team members are empowered to take full ownership of every task, always displaying a “can do” attitude and adopting a predictive and proactive approach to ongoing improvement and innovation. We offer an opportunity to work independently while being a part of the bigger team. At Crescent Heights, high product design is paramount, and our service standards are intended to complement that. We value personal and professional growth, and nearly every one of our regional managers and department heads has been promoted from within. We cherish our ability to operate nationally and execute at a high level while maintaining a family-like culture where lasting relationships are built on mutual respect and a shared sense of accomplishment.

SUMMARY:

A customer service superstar, Concierge is the welcoming and helpful first point of contact for all residents, guests, and vendors of a luxury residential high-rise. Concierge serves as resident liaison and assists with all inquiries pertaining to on- and off-site amenities, services, and activities.

RESPONSIBILITIES:

• Greet all residents, prospects, and guests with a genuine smile and customer-centric attitude.
• Be a welcoming source of help, assistance, and information for all residents and guests.
• Predict residents’ needs and find creative customer-focused solutions; inform supervisor of any resident issues or concerns.
• Demonstrate full and comprehensive knowledge of the building including all departments, services, amenities, and functions.
• Maintain the sign in/out process for all guests, applicable deliveries, and vendors.
• Monitor surveillance cameras, door alarms, life safety systems, building alarms and investigate any unusual or suspicious activity.
• Follow all company safety and security policies and procedures, report accidents, injuries, and unsafe work conditions to supervisor.
• Respond to incidents and disturbances including, but not limited to, property emergencies, noise complaints, and smoking complaints.
• Efficiently handle customer disputes making every effort to achieve customer satisfaction.
• Ensure absolute discretion and confidentiality regarding all activities, interactions, and personal data related to residents and their guests.
• Complete incident reports, pass-down reports, and shift reports.
• Assist, when necessary, with delivery of written notifications to residents.
• Maintain knowledge of the evacuation plan along with emergency procedures for emergency crews such as first responders, utility personnel, etc.
• Assist with logistics of freight elevator usage during resident move-ins, move-outs, and deliveries.
• Monitor and ensure cleanliness of the lobby, sidewalks, entrances, and related work areas.
• Stay up to date with local happenings and establishments to always provide the best recommendations; have a thorough and extensive knowledge of the area.
• Maintain a positive and professional attitude towards residents, guests, vendors, and coworkers.
• Comply with brand quality assurance, uniform and appearance expectations and standards.
• Act as a brand ambassador to residents and as a service role model to teammates and encourage others to do the same.
• Maintain a high level of communication and feedback within the department, and across other departments.
• Remain proactive in all areas of operation, seeking ways to improve resident experience.
• Assist in coordinating and implementing special projects as directed.
• Perform all other job-related duties as assigned.

SUPERVISORY RESPONSIBILITIES:

None.

QUALIFICATIONS:

• Hospitality-focused approach to service.
• Excellent customer service, problem-solving, and multi-tasking skills.
• Knowledge of basic front desk equipment and procedures including the operating of a multi-line telephone system required.
• Excellent verbal and written communication and interpersonal skills to interact with residents and guests.
• Ability to read and interpret documents such as work orders, safety rules, operating and maintenance instructions and procedure manuals.
• Thorough attention to detail.
• Computer skills including proficiency in Microsoft Office Suite (Outlook, Word, Excel).
• Flexibility in scheduling to work various shifts; weekends and holidays when needed.
• Ability to work on an on-call basis.
• Ability to sit and stand for an extended period.

EDUCATION and/or EXPERIENCE:

Degree from four (4) year university highly desired. Will consider candidates with degrees from two (2) year university combined with related experience and/or training.

CERTIFICATES and LICENSES:

None

LANGUAGE SKILLS:

Ability to read, write and comprehend simple instructions, correspondence, memos, and reports. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization

REASONING ABILITY:

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems solving several concrete variables in standardized situations.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

BENEFITS:

• Competitive compensation with additional discretionary bonus awards when applicable
• Growth and relocation opportunities across a multi-city residential portfolio
• Generous match on 401(k) plan
• Health insurance with fully paid premium
• Dental insurance
• Vision insurance
• Supplemental insurance programs
• Employee assistance program
• Employee discounts
• Short term disability
• Long term disability
• AD&D insurance
• Life insurance
• Paid time off after first six months
• Commuter benefits in states where applicable
• Anniversary recognition awards
• Field recognition awards
• Professional development assistance
• Referral program
• Tuition reimbursement

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job is primarily performed in an office environment with a moderate noise level. While performing the duties of this job, the employee is required to frequently inspect inside and outside areas of the property location and may be exposed to on-going construction and various weather conditions. The noise level in the work environment may range from moderate to loud.

Crescent Heights® is an EEO Company that provides a competitive salary and comprehensive benefits package to all full-time regular Employees.

Relocation Provided: No