The Masonic Temple Concierge Ambassador will be the first point of contact with guests and tenants in the building. The primary responsibility is to provide an unparalleled level of service in a professional, friendly, warm and engaging manner. Will orchestrate the flow of the lobby and foster ongoing positive relationships with tenants to deliver exceptional customer service in order to exceed expectations.
ESSENTIAL FUNCTIONS
Utilize all resources available to ensure full knowledge and understanding of Masonic Temple Building in order to provide an exceptional 5-star service experience for our guests and tenants.
Fulfill guest/tenant services requests including, but not limited to; in home dining orders, restaurant reservations, travel arrangements, maintenance requests, dry cleaning Services, package delivery, bell cart runs, dinner reservations, as well as any and additional legal requests to fulfill the “full service” commitment.
Coordinate guest and tenant needs with other department’s as required through lateral service, to ensure a seamless outcome.
Communicate and document any tenant compliment, complaints, or additional feedback and provide follow up to solve these issues.
Record and ensure all requests from tenants are recorded in the designated data entry systems of GO Concierge and Real Page.
Properly use and follow the Radio Etiquette guidelines and correct Radio Call codes to perform assigned tasks and communicate efficiently to appropriate departments.
Greet all tenants with the Caruso Hospitality Standards and proper phone greeting. This involves reading and being aware of the Daily Discussion, closing and opening Concierge notes and following the hospitality steps of service.
Properly resolve resident complaints through exercising “LEAP” from the Caruso Hospitality Standards.
Other duties as assigned.
MINIMUM REQUIRED QUALIFICATIONS
Excellent customer service skills, with the ability to maintain a professional and friendly demeanor at all times
Employee shall work well under pressure, meeting multiple and sometimes competing deadlines
Demonstrate cooperative behavior with colleagues and supervisors
Follow the Steps of Service and be aware of all property information, events and provide 5-star services experience for all guests and tenants
Must be able to work in a fast-paced environment, fulfilling multiple, competing deadlines
Proactive, approachable and solution-focused
Dynamic personality who is adept at switching projects and focus with ease, and can easily multi-task between various projects
Able to present and maintain a business professional appearance daily in the mandatory uniform assigned to this role
Skillful working cooperatively with a variety of personalities. Remains poised and composed in challenging situations
Minimum of two years’ experience in a hospitality setting
Microsoft Office: Word and Excel.
Excellent written and verbal communication skills; Professional and pleasant tone of service
Self-starter with lots of initiative, team spirit, positive outlook and excellent follow up
Thrives in a fast-paced work environment with the ability to multi-task & prioritize workload
Must be flexible to work Monday through Friday. Early morning, late nights and holidays may be required to support the operation and entire Concierge team needs
Able to push a Bell Cart or Flat Bed up to 30 pounds
Sitting up to 8 hours a day, walking up to 8 hours a day
Ability to climb stairs
Equipment used: phone system, computer, Radio, Bell Cart or Flat Bed Cart
Must be clean shaven at all times
Uniform provided must be worn properly and in accordance to the uniform standards within the policies and procedures of this role
Caruso is an equal opportunity employer. We celebrate a diverse and inclusive workforce that reflects the communities we serve. We believe that diversity of thought, background, and experience makes us stronger and more innovative. We do not discriminate against any employee or applicant for employment and comply with all applicable laws providing equal employment opportunities. We foster a workplace where everyone feels welcome, respected, and valued. We are committed to creating a workplace where everyone can thrive.
