Fort Lee
Job Description Concierge Position: Detailed Scope of Work The Concierge serves as the first point of contact for residents, guests, visitors, vendors, and staff. This position is responsible for creating a professional, welcoming, safe, and service-focused environment while supporting daily front desk operations, responding to inquiries, coordinating requests, and maintaining clear communication with management and other departments. 1. Primary Responsibilities · Greet residents, guests, visitors, vendors, and staff in a courteous and professional manner. · Answer phone calls, respond to inquiries, take messages, and direct calls to the appropriate person or department. · Maintain a clean, organized, and presentable front desk, lobby, and reception area. · Provide accurate information about building policies, amenities, services, directions, and procedures. · Assist with guest access, visitor sign-in procedures, and vendor coordination according to established policies. · Receive, log, organize, and distribute packages, mail, deliveries, messages, and other items as required. · Communicate resident, guest, vendor, and operational concerns to management in a timely manner. · Support emergency procedures by notifying appropriate personnel and following established response protocols. 1. Resident, Guest, and Visitor Services · Welcome all individuals entering the property and provide assistance with professionalism and discretion. · Announce visitors when required and ensure access is granted only after proper authorization. · Assist residents and guests with general requests, including directions, transportation information, local recommendations, and building service inquiries. · Respond to complaints, concerns, and requests calmly and respectfully, escalating unresolved issues to management. · Maintain confidentiality regarding resident, guest, staff, and property information. · Build positive relationships with residents and regular visitors while maintaining appropriate professional boundaries. 1. Front Desk Operations · Maintain accurate logs for visitors, packages, deliveries, incidents, maintenance requests, keys, access cards, and other front desk activities. · Monitor the reception area and remain alert to activity in and around the entrance. · Coordinate with maintenance, housekeeping, security, management, and vendors as needed. · Submit or relay work orders for maintenance issues reported by residents, guests, or staff. · Follow established procedures for handling lost and found items. · Manage keys, access devices, parking passes, carts, or other controlled property items in accordance with policy. · Use office equipment, computer systems, email, phone systems, and property management tools as required. 1. Safety, Security, and Emergency Support · Observe and report unusual, unsafe, or suspicious activity to management or appropriate personnel. · Follow visitor control, access control, and identification procedures consistently. · Contact emergency services when directed by policy or when immediate assistance is required. · Assist with emergency communication, evacuation guidance, or incident response within the limits of the position. · Document incidents accurately and promptly using the required report format. · Maintain composure during emergencies and provide clear, professional communication. 1. Communication and Reporting · Provide clear verbal and written communication to residents, guests, staff, vendors, and management. · Record important information accurately in daily logs, shift notes, incident reports, and communication records. · Complete shift handoffs to ensure the next concierge or staff member is aware of pending issues, expected visitors, deliveries, or incidents. · Escalate urgent matters immediately and routine matters through the appropriate reporting process. · Represent the property or organization with professionalism, integrity, and a service-oriented attitude. 1. Required Skills and Qualifications · High school diploma or equivalent preferred. · Prior experience in concierge, front desk, hospitality, customer service, residential property, office reception, or security-related support preferred. · Excellent customer service, communication, and interpersonal skills. · Ability to remain calm, professional, and helpful in a fast-paced environment. · Strong attention to detail and ability to maintain accurate records. · Basic computer skills, including email, word processing, spreadsheets, and property or visitor management systems. · Ability to multitask, prioritize requests, and follow established procedures. · Professional appearance, punctuality, dependability, and discretion. 1. Performance Expectations · Maintain a professional and welcoming presence at all times while on duty. · Respond to residents, guests, and management promptly and respectfully. · Follow all building, company, safety, access, and confidentiality policies. · Keep front desk records accurate, complete, and up to date. · Escalate issues appropriately and avoid making commitments outside the authority of the position. · Demonstrate reliability by reporting to work on time and completing assigned shifts as scheduled. · Support a positive experience for residents, guests, visitors, vendors, and staff. 1. Working Conditions · Work is typically performed at a front desk, lobby, reception, or building entrance area. · Schedule may include weekdays, weekends, evenings, holidays, overnight shifts, or rotating shifts depending on operational needs. · Position may require standing, sitting, walking, answering phones, using a computer, and occasionally lifting or moving packages or supplies within safe limits. · Must be able to interact with the public, residents, visitors, vendors, and staff in a professional manner throughout the shift. 1. Scope Boundaries The Concierge is expected to provide assistance, coordination, communication, and front desk support. The role does not replace licensed security, maintenance, medical, legal, or management personnel. Matters requiring specialized authority, technical repair, enforcement action, medical response, or management approval must be escalated to the appropriate party.
