MAIN SCOPE OF DUTIES:

Operating from the Residential Lobby, the Residence Night Concierge responds to a wide variety of homeowner requests by accurately assessing the resident’s needs and inquiries; offering personal recommendations and personalised touches to achieve maximum resident satisfaction while complying with all Four Seasons’ policies. This includes storing and retrieving packages, processing guest correspondence, handling reservations and staying knowledgeable about activities in the city. Residents will recognise the team to be a true asset of their investment and consider each member to be a friendly personal assistant. Working overnight shifts, acts as the Supervisor on duty in the building and forms part of the Emergency Response team.

We are looking for individuals who possess a high level of attention to detail and a strong work ethic. The ideal applicant will have solid knowledge of the immediate area and will possess strong communication skills. Knowledge of foreign languages is advantageous.

RESIDENCE TEAM WORK:

As part of the residence team in a Four Seasons standalone residential property, you will have a unique opportunity to define and establish the operating model for stand-alone Four Seasons Private Residences. It is anticipated that we will be able to create unique opportunities to deliver service excellence, but this will require agility and flexibility in our roles in the service of our homeowners.

QUALIFICATION REQUIREMENTS:

• Reading, writing and oral proficiency in the English language
• A valid full Driver’s License would be an added advantage

JOB FUNCTIONS:

• Handles all resident interactions with the highest level of hospitality and professionalism – accommodating special requests whenever possible; resolves resident complaints; assists residents in all inquiries in connection with residence services, hours of operations, key residence/hotel personnel, in-house events, directions, etc.
• Responds to all resident requests in an accurate and timely manner making recommendations based on local knowledge and residence practices.
• Processes packages, fax, messages, and mail which may be either outgoing or incoming in an accurate and timely manner; stores and retrieves resident packages, groceries, luggage, dry cleaning and flowers.
• Responsible for and coordinates with Residential team on duty responsible for Valet parking about the retrieval of resident’s vehicles.
• Manages and provides access to the building and units with all vendor/contractor/homeowners’ service providers and visitors, after previous authorisation received, assists with vendor/contractor scheduling, verifies identity and provides appropriate residence access for vendor/contractors and homeowners’ service providers.
• Controls entry doors and elevator/lift access.
• Ensures that collateral and information for vendors, restaurants, museums, attractions, maps, and other local attractions are updated and current.
• Is knowledgeable about what activities are available in the local vicinity (theatre, sports, concerts, shows, special exhibits, sightseeing) and establishes close relationships with vendors in these areas in order to provide information, transportation, ticketing, and reservations for residents.
• Updates homeowner profiles with any relevant information.
• Utilises a variety of software programs to accurately input special arrangements (i.e. à la carte requests) the homeowner has made and ensures accurate billing.
• Monitors the fire alarm panel; responds to any emergency situation, such as providing access to emergency personnel - fire department, ambulance, etc.
• Complies with all Four Seasons’ guidelines, policies and procedures.
• Works harmoniously and professionally with co-workers and supervisors.

Learn, know and be able to provide residents with information on the following:

• City maps and directories
• Restaurants and Pubs
• Shops
• In-house services and daily functions
• Cultural activities
• Religious activities
• Sporting events
• Entertainment activities
• Special attractions
• Doctors, medical centres etc.
• Transportation options (local taxi's, chauffeur cars, helicopters, rental cars)
• Airport/airline schedules

Seek out new restaurants, shops, places of interest and special service providers in order to provide options to guests in meeting their needs. Liaise with VIP and return guests and to ensure complete satisfaction during their stay. Keep the team fully informed of all activities of operation as well as any homeowner and building issues. Use the Residence computer system and phone system effectively and efficiently. Provide a complete and detailed hand over for the on-coming shift. Willing and able to cross train and assist in other departments as required. The ability to work overnight.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES:

• Assists Residence Agents, Attendants, Security and Residence Manager with responsibilities and duties in their absence or due to heavy volume periods.
• Ensures that the Residential Lobby is in optimal condition of cleanliness and tidiness at all times.
• Perform other tasks or projects as assigned by the Director of Residences.

SPECIFIC COMPETENCIES:

• Excellent communication skills.
• Ability to work with minimal supervision.
• Ability to maintain confidentiality of homeowner information and designated data.
• Ability to be a clear thinker who can remain calm in pressure situations.
• Fluent in English, written and verbal; an additional language an asset.
• Ability to use variety of software.
• Have the ability to drive to a good level of competency.
• A valid full Driver’s License would be an added advantage

Additional Requirements

• Overnight
• Driver License