DISTINGUISHING CHARACTERISTICS OF WORK AND ESSENTIAL ATTRIBUTES

Employees in this classification perform administrative level duties as Lobby Porter serving the residents at Two Lincoln Tower in the KDC portfolio. Work varies but is generally governed by company policies as described in the current Employee Policy Manual, regulations, and operating procedures. Job performance is reviewed regularly by the Manager.

The Lobby Porter is expected to act with a great deal of independence and initiative in daily performance of his/her duties, continuously demonstrating and maintain proficiency in all customer service-related tasks. The Lobby Porter will possess outstanding customer service skills, the ability to multi-task, react with appropriate levels of urgency to situations and events that require quick response with superb communication and problem-solving skills, and takes ownership in all aspects of work. The Lobby Porter will be tested on his/her knowledge and be asked to demonstrate certain skills at regular intervals.

The Lobby Porter must display the following essential attributes at all times while representing KDC:

• KDC and Two Lincoln Tower Brand Ambassadorship

• KDC Best Practices

• Luxury Customer Service

• Integrity

• Honesty

• Teamwork

• Strategic thinking

• Problem Solving

• Vision for the goals of the company

• Reliability

• Insightfulness

• Respect other points of view

• Decisiveness

• Loyalty

REQUIRED KNOWLEDGE ABILITIES AND SKILLS

The Lobby Porter must display and maintain the following abilities and skills as a minimum requirement of the position.

• Proven ability to work in a fast-paced and constantly changing environment.

• Ability to take direction from co-workers

• Self-motivated to accomplish tasks and goals, with a strong sense of responsibility.

• Demonstrated ability to deliver outstanding service to a wide range of customers.

• Reliability, diligence, dedication, resourcefulness, and attention to detail.

• Strong English verbal and written communication skills.

• Ability to understand, remember and carry out written and oral instructions.

• Ability to exercise quick and accurate judgment especially in emergency situations and maintain confidentiality.

• Ability to effectively prioritize numerous requests and incoming information, ensuring appropriate level of response and urgency is given to each.

• Ability to work well individually and with a team.

• Receptive to feedback, fast learner, self-motivated, and proactive communicator.

• Exhibits integrity, positivity, professionalism, and composure at all times in all situations.

• Thorough knowledge of the layout of all properties and entities within the Bellevue Collection.

• Thorough knowledge of Microsoft Office (Word and Excel) and Outlook.

• Must be willing to work weekends, holidays, and evenings as needed.

ESSENTIAL FUNCTIONS AND DUTIES

Within assigned areas of responsibility, this position requires the following. Other duties will be assigned as needed.

• Welcome and acknowledge every resident and guest with a smile, eye contact, and a friendly verbal greeting, using names when possible.

• Assist residents, guests, and future residents by anticipating needs, completing requests, and exceeding expectations.

• Deliver packages, dry cleaning, luggage, groceries, prepared meals and other goods to the resident’s home.

• Anticipate services needed by asking questions to better understand needs and by watching/listening to preferences and acting on them whenever possible.

• Thorough and ongoing checks of the building common areas to be sure they are stocked, clean and looking at peak condition. Report any irregularities or issues to a supervisor.

• Actively listen and respond positively to questions, concerns, and requests to resolve issues, delight residents, and build trust.

• Speak to residents, guest, and co-workers using clear, appropriate, and professional language.

• Complete property walks to ensure the community is safe and clean.

• Handle sensitive issues with employees, residents, and guests with tact, respect, diplomacy and confidentiality.

• Support all co-workers and treat them with dignity and respect.

• Assist in investigating and resolving resident issues and complaints.

• Fill in for various positions (i.e. concierge, doorman, etc.) when necessary during breaks, peak activity times, and/or vacation/sick days.

• Receive goods/deliveries from vendors and deliver to appropriate party.

• Assist with special projects.

PHYSICAL DEMANDS TYPICALLY INVOLVE, BUT ARE NOT LIMITED TO:

• Primary functions require sufficient physical ability to work in an office setting and operate office equipment with extensive keyboarding and manual dexterity. CONTINUOUS standing or sitting, coupled with upward and downward flexion of neck, side-to-side turning of neck, and reaching with hands and arms; light to moderate finger pressure and tactile sensitivity sufficient to accurately manipulate keyboard, equipment controls, and office equipment; and pinch grasp to manipulate writing utensils. FREQUENT lifting of standard supplies and materials, such as maps, binders, clipboards, portable radios and package delivery up to 100 lbs., reaching and stretching followed by standing from seated position and walking short to long distances as needed. OCCASIONAL kneeling, bending and squatting; lifting and carrying of objects weighing 11-25 lbs. and pushing and pulling objects weighing up to 50 lbs.

• See in the normal visual range, including color, depth perception and the ability to adjust focus, with or without correction; vision sufficient to read computer screens and printed documents and to operate equipment. See, read, and understand written information and instructions in all forms, including handwritten, hard copy or electronic communications formats.

• Hear, understand, and respond to verbal information in person or by phone. Hearing capability must be in the normal audio range with or without correction, in order to fulfill the requirements of this position.

EDUCATION/WORK EXPERIENCE REQUIREMENTS

• Minimum high school diploma or GED. AA Degree or equivalent experience preferred.

• Minimum one year experience in customer service/hospitality; hotel concierge experience preferred.

• Candidates will be required to pass a background check, including credit report, and drug screen.

This job description does not create any contract rights. Kemper Development Company, (KDC), and the employee are free to terminate the employment relationship at any time without cause or notice. This at-will employment relationship cannot be altered except by written agreement executed by the employee and the President of Kemper Development Company. This policy will be strictly adhered to and is for the benefit of both the employee and KDC