Overnight Front Desk Concierge at The Q

2 weeks ago

Woodland Hills, United States Balaciano Group Full time

Balaciano Group is a vertically integrated real estate group based in Los Angeles that develops, builds, owns, and operates exquisite, community-centric apartment residences that transform lifestyles. Through our timeless design, bespoke amenity collection, tech-forward approach, and creativity, we lead and uplift the neighborhoods we work in. We are excited to share that our company, Balaciano Group, was named as one of the top 20 best places to work for in Los Angeles 2022

Empowered by a vision to create a new way of living, The Q embodies a profound commitment to fostering a sense of community and connection. This dedication is mirrored in the interactive features of our community mobile app and the thoughtful, connective design of our amenity spaces.

As part of the residence team at The Q, you will have a unique opportunity to define and to deliver service excellence.

**Role Overview**

Operating from the residential lobby of The Q Variel and The Q Topanga, the Overnight Front Desk Concierge responds to a wide variety of resident requests by accurately assessing the resident’s needs and inquiries and offering personalized touches to achieve maximum resident satisfaction while complying with the community’s established policies and procedures.

**Subject to the available shift(s) as follows**:
Shift 2:
QT Friday - Monday: 10:15 PM to 6:45 AM

**Responsibilities**:
**Phone Management**:

- Address all incoming calls with exceptional customer service.
- Assist callers by answering questions or directing them to the appropriate team member.
- Manage high-volume phone lines with professionalism and efficiency.

**Resident and Guest Services**:

- Welcome new residents and guests, ensuring a comfortable experience in the lobby.
- Manage the community lobby in accordance with established policies and procedures.
- Stock and maintain coffee and snack station.
- Demonstrate expertise in The Q partnerships, technological offerings, amenities, and common spaces.
- Promote The Q brand lifestyle, amenities, partnerships, and technology-forward features.
- Support residents in booking amenity and house car reservations.
- Assist residents in scheduling hotel rooms, facilitate check in/check out process, respond to guest inquiries.
- Assist with parking validations.
- Be familiar with the surrounding neighborhood.

**Communication and Documentation**:

- Document tenant/guest compliments, complaints, or feedback and provide timely follow-up to resolve issues in accordance with established policies and procedures.
- Communicate effectively with building management, sharing messages and notes in an organized manner.

**Community Operations**:

- Demonstrate an excellent understanding of the resident portal to assist with amenity reservations and resident work orders.
- Monitor CCTV systems to maintain a secure community.
- Enforce and restrict access to closed community areas.
- Manage doors, entries, vendors, and deliveries in accordance with established policies and procedures.
- Assist with resident deliveries, organize, and manage package room.
- Assist with cleaning up spills and other light porter duties as necessary.

**Professionalism and Teamwork**:

- Show urgency in communication and maintain an organized and concise record of messages.
- Work independently and collaboratively as part of the community team.
- Demonstrate a positive, personable, and energetic demeanor at all times.
- Thrive in a fast-paced work environment, multitasking, problem-solving, and prioritizing workflow.

**Additional Responsibilities**:

- Undertake any additional responsibilities as designated and assigned.

**Qualifications**:

- Two years of customer service experience, preferably in a luxury hospitality setting.
- Excellent written and verbal communication skills.
- Ability to provide exceptional customer service while maintaining a professional and friendly demeanor.
- Positive, personable, and energetic with a team-oriented mindset.
- Comfortable working independently and in a group setting.
- Thrives in a fast-paced work environment.
- Ability to multitask, problem-solve, and prioritize workflow.
- Quick analysis of situations, strategizing solutions, and effective implementation.
- Confident, unflappable, and consistently demonstrates solid judgment.
- Organized, detail-oriented, self-starter capable of working independently and as part of the community team.
- Responds positively to feedback from others.
- Knowledgeable in MS OfficeBachelor’s degree preferred; high school or GED required.
- Adhere to The Q Dress Guidelines and the policies and procedures of this role.
- Stand, sit or walk for an extended period.
- Move, lift, carry, push, pull, and place objects weighing less than or equal to 20 pounds without assistance.

**Job Types**: Full-time, Part-time

Pay: $18.00 - $20.00 per hour

Expected hours: 32 - 40 per week

Schedule:

- 8 hour shift

**Experience**:

- Customer service: 2 years (preferred)

Shift a

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