Atlantic Residential

CONCIERGE POSITION SUMMARY: The Concierge role is responsible for providing superior customer service to all guests and residents. Serves as the first point of customer service contact to our residents, their guests, and potential residents. Assists with ensuring the security of the property and company assets. RESPONSIBILITIES: Greets all residents and visitors Represents the company in a professional manner at all times. Consistently maintains a professional and courteous manner and attitude when dealing with residents, visitors, coworkers and the general public. Tracks personal packages and deliveries for residents Assist delivery services in properly logging items that are not accommodated by the Luxerone boxes or when carriers have large amounts of packages. Stays informed about neighborhood events and happenings Monitor private vehicles to prevent them from blocking emergency vehicle designated spaces Arranges for appropriate resident and visitor transportation with third-party services Maintains standard of front and entrance to the building by removing debris and trash Inspects and cleans all front building glass, metal and marble and cleans as necessary Informs Property Manager of any necessary maintenance or repairs Reports all injury incidents involving residents, guests and other associates to Property Manager Check Amenities Routinely: Request Cleaning of Maintenance as needed/ Wipe Down Coffee Station and Check Supplies. Determine amount of coffee supplies needed and keep track of inventory. Submit order to vendor via email or phone call. Check all cabinets, fridges, ice makers, stoves, microwaves, tables for cleaning needs. Create work orders as needed. Check All Televisions and Lights to make sure they are on and functioning. Report any down televisions and/or internet/phone outages. Review CRM Community Queue and conduct work order and move in follow up. Post Elevator Reservation notices, as well as event notices. Provide support to leasing/management staff by answering calls, scheduling appointments while completing guest cards, sorting mail, and filing documents. Review Emails from Rent Café for uploaded renter’s insurance policies and enter data in Yardi Renters Interface. Report any down televisions and/or internet/phone outages. Review Emails from IPNMC and respond or forward according to message. Review CRM Concierge. Check Permission to enters and print out updates. This will remain the practice until security agency receives credentials to review permissions themselves. Review CRM Community Queue and conduct work order follow up. See if Move in Checklists need work orders and follow up with completed work orders. Provide support to leasing/management staff by answering calls, scheduling appointments whilst completing guest cards, sorting mail, and filing documents. Confirm All Move Ins & Move Outs have occurred for the day; Complete Outreach to any that have not occurred. Post Elevator Reservation notices, as well as event notices. Training Security Staff, as needed. Developing/tracking system for luggage carts, lock outs, and guests/delivery check in. Performs other duties as assigned by Property Manager.   The Concierge role will also be cross trained to assist the Leasing Consultants during busy periods. Below are the job responsibilities to assist Leasing Consultants.   LEASING: Check appointments on dashboard. Walk route for appointments and create work orders for maintenance to address any unit or common area issues for your tour and call over the radio. Have an active and ongoing show-list. Review Email/CRM Queue and complete outreach. Assist with renewal out-reach. Check Move Ins/Outs: Confirm when keys are being collected/returned to the office. Post all Move Ins/Outs by the end of the day. Open Mail as needed, always date stamp, and place in appropriate location. Provide Resident Assistance with any and all inquiries. Send out end of day leasing email to appropriate personnel. In the absence of a Leasing Consultant, post three (3) ads on Craigslist/proof daily Compile/Complete Applicant Files, ensure all items on the incentive sheets are fully complete in order to be paid commissions. Conduct Marketing outreach routinely.   QUALIFICATIONS: High School or equivalent required, formal customer service training preferred. A minimum of one-year experience in the guest service industry, or other related industry Ability to read, listen and communicate effectively in English, both verbally and written The ability to prioritize and adjust actions in relation to the needs of the business. Active listening skills and the ability to give full attention and understand what guests are asking Customer focused approach to problem solving The ability to gather and provide guests with relevant company and location specific information Proven success in a Customer focused environment                 LEASING POSITION SUMMARY: The Leasing Consultant is the community’s sales representative whose primary duties are to greet clients, to present professionally the features and benefits of their assigned community and properly secure lease agreements from qualified persons. A Leasing Consultant is very service oriented and strives to make current residents feel welcome and comfortable in their community. The Leasing Consultant will contact a person of authority should any situation warrant an action of decision not included in his or her duties and responsibilities. LEASING: Greet prospects and qualify by covering all criteria (ask questions; utilize completed guest cards, etc.). Immediately record all telephone and in-person visits on appropriate reports. Files own guest cards and maintain according to established procedures. Inspect models and available “market ready”, communicate related service needs to Property Manager. Demonstrate community and apartment/model and apply product knowledge to clients’ needs by communicating the features and benefits; close the sale. Have prospect complete application and secure deposit in accordance with the company procedures and Fair Housing requirements. Update availability report, process applications for approvals. (i.e., credit check, rental history, etc.) Submit processed applications to the Property Manager for approval. Follow up with applicant regarding status. Ensure apartment is ready for resident to move-in on agreed date. Immediately follow-up on prospects that did not close and attempt to close sale again. If unable to help prospect, refer them to sister communities to meet prospect’s needs. Secure new resident’s signature(s) on appropriate paperwork prior to move-in. Orient new residents to community. Assist in monitoring renewals. Distribute and follow-up on renewal notices. Monitor advertising effectiveness. Gather information about market competition in the area and file. Represent the company in a professional manner at all the times.   ADMINISTRATIVE: Type lease and complete appropriate paperwork and input information on Yardi System accurately and on a timely basis. Review with the Property Manager prior to obtaining signatures. Maintain current resident files. Maintain and record daily inspections for the community. Distribute all company or community-issued notices. Maintain accurate monthly commission records on leases and renewals for bonus purposes. Assist management team with other various tasks as required. Consistently implement policies of the community.   RESIDENT RETENTION: Receive all telephone calls and in-person visits. Listen to resident requests, concerns and comments. Quickly complete maintenance Service Request and inform the maintenance team. Answer questions for residents about community, repairs, rent, rules, etc. Follow up on a timely basis if unable to respond to residents on all matters. Ensure all maintenance repairs are handled satisfactorily by contacting residents with completed Service Requests on a weekly basis. Maintain open communication with Property Manager and Maintenance Supervisor. Contribute to cleanliness and curb appeal of the community on continuing basis. Assist in planning resident functions. Attend functions and participate as host for any functions as directed by the Property Manager   NEIGHBORHOOD MARKETING: Participate in outreach marketing activities on a regular basis to obtain prospective residents. Advise residents of referral concessions (if permitted). Assist in placing, removing/updating banners, balloons, bandit signs, flags, etc. Distribute newsletters, pamphlets, flyers, etc. Conduct market surveys and shop competitive communities.   QUALIFICATIONS: Fair Housing Certification, willingness to obtain prior to interacting with prospective residents. Demonstrate an ability to support and contribute to community team. Demonstrate strong oral and written communication skills. Operate telephone, personal computer/keyboard, Microsoft Office including Word and MS Outlook, community software Must possess a positive attitude and the ability to smile under all circumstances. Participate in training in order to comply with new or existing laws. Ability to work a flexible schedule, including evenings and weekends. Two (2) year’s experience in previous relevant customer service. Neat, clean, professional at all times throughout the workday and/or whenever present at the community. Comply with expectations as demonstrated in the employee handbook. Demonstrate ability to diffuse and respond to customer concerns to avoid escalation of the problem.     INTERN POSITION SUMMARY: Assistant with Concierge and Leasing Agent duties as needed.