Corporate Concierge

Overview

When you join Hines, you will embark on a career journey fueled by vision and guided by leaders who set the standards of our industry. Our legacy is rooted in innovation and excellence, earning us a spot on Fast Company’s esteemed annual list of the World’s Most Innovative Companies, as well as recognition as one of U.S. News & World Report’s Best Companies to Work For in 2024. Discover endless opportunities to grow and make your mark at Hines.

Responsibilities

Reporting to the Community Manager, the Corporate Concierge is a vital member of the Hines Eighth Avenue Place team and serves as the primary hospitality ambassador and first point of contact for tenants, guests, visitors, and building partners. This highly visible role is responsible for delivering an exceptional tenant experience through personalized service, relationship building, community engagement, and proactive problem solving.

The Corporate Concierge plays a key role in fostering a welcoming, professional, and service-oriented environment while building meaningful tenant relationships founded on trust, familiarity, and a first-name basis approach. Acting as a liaison between tenants and building management, this position promotes building amenities, services, events, wellness initiatives, and community programs while ensuring inquiries, requests, and concerns are addressed promptly and effectively.

This customer service and brand ambassador role requires exceptional communication skills, professionalism, emotional intelligence, natural enthusiasm, attention to detail, and a genuine passion for creating memorable experiences. The successful candidate will consistently demonstrate a proactive, solutions-oriented mindset and a commitment to enhancing tenant satisfaction, engagement, retention, and the overall reputation of Eighth Avenue Place as Calgary's premier office destination.

• Hours of work required for this position are Monday to Friday 7:00am – 4:00pm, excluding statutory holidays.
• Serve as the primary front-of-house representative and hospitality ambassador for Eighth Avenue Place, creating a welcoming, professional, and memorable experience for tenants, visitors, guests, vendors, and building partners.
• Maintain a professional appearance, demeanor, and positive attitude at all times, demonstrating exceptional customer service, courtesy, patience, discretion, and attention to detail.
• Wear and maintain the prescribed Corporate Concierge uniform in accordance with Hines and Eighth Avenue Place brand standards.
• Provide a warm, personalized greeting to tenants, guests, and visitors, utilizing names and known preferences whenever possible to strengthen relationships and foster a strong sense of community.
• Build meaningful relationships with tenant representatives, executives, assistants, receptionists, employees, visitors, and building partners through regular engagement and a proactive, service-focused approach.
• Develop and maintain a thorough understanding of tenant organizations, preferences, special requests, workplace needs, and service expectations to support a highly personalized tenant experience.
• Maintain accurate records of tenant interactions, service requests, preferences, and feedback to facilitate exceptional and consistent service delivery.
• Act as one of the primary points of contact between tenants and building management, coordinating services, resolving inquiries, managing requests, and ensuring timely and satisfactory follow-up.
• Anticipate tenant and visitor needs, proactively identifying opportunities to enhance comfort, convenience, and overall satisfaction before requests arise.
• Provide tenants, guests, and visitors with information and directions regarding building facilities, amenities, services, retailers, events, and surrounding community resources.
• Promote and support building amenities and services, including the Fitness Centre, Conference Centre, Bicycle Facilities, Messenger Centre, Parkade, Car Wash & Detail Centre, Security Control Centre, Property Management Office, tenant experience programs, and wellness initiatives.
• Assist tenants with building technology platforms, including the tenant experience app, event registration platforms, visitor management systems, digital directories, amenity bookings, and other tenant service technologies.
• Deliver thoughtful hospitality services by offering refreshments, first aid supplies, stationery, personal care items, mobile device chargers, umbrellas, and other comfort and convenience services as appropriate.
• Assist with workplace concierge services, including transportation arrangements, restaurant recommendations, local attractions, travel accommodations, catering coordination, courier services, flower deliveries, retail services, and other tenant support requests.
• Promote tenant engagement and workplace experience initiatives through building events, wellness programs, sustainability programs, contests, surveys, appreciation activities, educational workshops, charitable initiatives, and networking opportunities.  Support the Community Manager in planning, coordinating, facilitating, and evaluating tenant appreciation events, celebrations, seminars, wellness programs, community-building activities, and special events.
• Coordinate event registrations, attendee communications, room setups, vendor logistics, catering services, décor, entertainment, promotional activities, and post-event feedback collection.
• Foster relationships with local businesses, service providers, community organizations, and entertainment venues to create exclusive tenant offerings, discounts, and value-added experiences.
• Assist with onboarding new tenants and employees by introducing available amenities, services, building procedures, tenant programs, and community initiatives.
• Liaise with vendors, contractors, suppliers, and internal departments including Security, Parking, Operations, Housekeeping, Loading Dock, Messenger Centre, Retail Services, Conference Centre staff, and Property Management to ensure seamless service delivery.
• Assist with administrative functions including package handling, courier coordination, inventory management, supply ordering, recordkeeping, key control administration, meeting coordination, data entry, and other office support activities.
• Conduct regular walkthroughs of public spaces and tenant-facing areas to identify housekeeping, maintenance, safety, security, accessibility, wayfinding, or aesthetic concerns requiring attention.
• Submit, monitor, and follow up on service requests through the work order management system to ensure timely resolution of tenant concerns.
• Support visitor registration and building access procedures while ensuring compliance with privacy requirements, security protocols, and building policies.
• Monitor compliance with building rules, regulations, safety standards, and operational procedures, reporting concerns to the appropriate department.
• Immediately notify and coordinate with Security and Property Management regarding emergencies, incidents, safety concerns, tenant issues, or operational disruptions.
• Assist with emergency preparedness initiatives, evacuations, tenant communications, shelter-in-place procedures, and business continuity activities as directed.
• Support tenant communications through newsletters, email campaigns, digital displays, surveys,social media channels, tenant experience platforms, contests, and community engagement initiatives.
• Collect and analyze tenant, visitor, and guest feedback and provide recommendations for service enhancements, operational improvements, and new tenant experience initiatives.
• Monitor tenant participation, amenity utilization, event attendance, and engagement activities to identify trends and opportunities for continuous improvement.
• Promote building sustainability initiatives, wellness programs, active transportation options, charitable campaigns, and environmental stewardship efforts.
• Assist with tours for prospective tenants, brokers, visitors, vendors, and other stakeholders as required.
• Serve as a brand ambassador for Hines and Eighth Avenue Place by consistently demonstrating hospitality, professionalism, innovation, service excellence, and a commitment to creating Calgary's premier workplace experience.
• Continuously seek opportunities to improve tenant satisfaction, engagement, retention, operational efficiency, and the overall customer experience.
• Perform other related duties, special projects, and responsibilities as assigned.

Qualifications

The successful candidate will possess a passion for hospitality, customer service excellence, and relationship building, combined with strong organizational, communication, and problem-solving skills. Experience in creating exceptional customer experiences within a professional, hospitality, or commercial real estate environment is highly valued.

• High School Diploma required, Post-Secondary diploma or degree is preferred
• Minimum of 5 years of experience with demonstrated success in a concierge, customer service, or guest services role, preferably within the hospitality or commercial property management industry.
• Working knowledge and understanding of applicable Occupational Health and Safety legislation, building and fire codes, and other standards, regulations, and best practices relating to building operations and facilities management.
• Valid First Aid and CPR certification.
• Strong interpersonal, communication, organizational, and problem-solving skills with a commitment to delivering exceptional customer service.
• Proficiency with Microsoft Office applications and experience with tenant engagement, visitor management, or building access systems is considered an asset.
• Proven ability to anticipate customer needs, exercise sound judgment, manage multiple priorities, and resolve issues in a professional, courteous, and timely manner.
• Experience supporting workplace experience programs, tenant engagement initiatives, community-building activities, customer loyalty programs, or hospitality services is considered an asset.
• Familiarity with commercial property management, facility management, building operations, tenant services, visitor management, and workplace amenities.
• Experience planning, coordinating, or supporting events, meetings, tenant appreciation activities, wellness programs, or community engagement initiatives.
• Strong organizational and administrative skills with experience managing calendars, registrations, records, inventories, correspondence, service requests, and multiple concurrent priorities.
• Demonstrated ability to work independently while collaborating effectively with internal departments, service providers, contractors, vendors, and stakeholders.
• Excellent verbal and written communication skills with the ability to communicate professionally and confidently with executives, tenants, visitors, guests, vendors, and colleagues.
• Exceptional attention to detail and a commitment to maintaining high standards of service, presentation, and professionalism.
• Strong critical thinking, problem-solving, conflict resolution, and decision-making abilities with a proactive and solutions-oriented approach.
• Proficiency with Microsoft Office Suite, including Outlook, Word, Excel, PowerPoint, and Teams.
• Experience using property management software, CRM systems, tenant engagement platforms, visitor management systems, event registration platforms, work order management systems, or other workplace technology solutions.
• Ability to maintain confidentiality and exercise discretion when handling sensitive tenant, visitor, employee, or business information.
• Familiarity with social media, digital communications, newsletters, surveys, and tenant engagement campaigns is considered an asset.
• Understanding of luxury hospitality standards, customer experience best practices, and premium service delivery.
• Previous involvement with professional organizations such as BOMA, NAIOP, REALPAC, CREW, IREM, MPI, Hospitality Alberta, Tourism Industry Association of Alberta, or similar industry associations is considered an asset.
• Experience working in a fast-paced environment that requires adaptability, flexibility, professionalism, and a commitment to delivering exceptional service under changing conditions.
• Passionate about hospitality, customer service, and creating exceptional experiences.
• Friendly, approachable, outgoing, and naturally engaging.
• Highly professional with strong emotional intelligence and interpersonal awareness.
• Resourceful, self-motivated, and proactive.
• Positive attitude with a strong commitment to teamwork and collaboration.
• Dependable, trustworthy, and accountable.
• Strong sense of ownership and pride in delivering service excellence.
• Enthusiastic ambassador for the Eighth Avenue Place and Hines brands.

Working Conditions

The Corporate Concierge position is a highly visible, tenant-facing role that requires regular interaction with tenants, visitors, vendors, and building staff. The successful candidate must be capable of working in a dynamic environment while maintaining professionalism, responsiveness, and exceptional service standards.

• Required to carry and utilize a mobile device and two-way radio during working hours to facilitate communication and timely response to tenant, visitor, operational, and emergency needs.
• Requires frequent movement throughout the property, including office towers, retail areas, conference facilities, amenity spaces, parkade, loading docks, and outdoor common areas.
• Work is performed primarily in a professional office and commercial property environment with continual interaction with tenants, guests, visitors, vendors, contractors, and internal departments.
• May be required to work occasional extended hours, attend tenant events, facilitate special programs, or provide support during emergencies, operational disruptions, or special building activities.
• Must be capable of adapting to interruptions, changing priorities, and periods of high activity while maintaining composure and exceptional customer service.
• Requires the ability to maintain a professional appearance and presentation in accordance with Hines and Eighth Avenue Place standards.
• Frequent use of computers, mobile devices, radios, telephones, office equipment, tenant engagement platforms, and other workplace technologies.
• Ability to remain seated or standing for extended periods while maintaining attentiveness and a welcoming presence.
• Frequent walking throughout the property to engage with tenants, conduct inspections, support events, respond to service requests, and coordinate with building staff.
• Ability to bend, reach, carry, push, pull, and lift materials, supplies, packages, promotional items, or event-related equipment weighing up to 10 pounds.
• Manual dexterity required for typing, operating office equipment, mobile devices, and communication systems.
• Ability to support event setup and takedown activities involving light physical effort.
• Majority of work is performed indoors within a climate-controlled office and commercial building environment.
• Occasional exposure to outdoor weather conditions while assisting tenants, visitors, transportation services, outdoor events, building tours, emergency situations, or site inspections.
• Regular exposure to varying noise levels associated with public lobby areas, tenant events, meetings, retail activity, and building operations.
• Must comply with all Hines, Eighth Avenue Place, Occupational Health and Safety, security, emergency response, and operational policies and procedures.
• Required to participate in emergency preparedness training, fire life safety programs, tenant evacuation procedures, and other safety-related initiatives.
• Must maintain situational awareness and promptly report safety, security, maintenance, housekeeping, accessibility, or operational concerns observed throughout the property.
• May be required to provide assistance during emergencies, tenant incidents, business continuity events, and operational disruptions in coordination with Security, Operations, and Property Management teams.

Closing

At Hines, we strive for excellence as a leading global real estate investment manager, driven by our by our belief that real estate is fundamentally about people. Our diverse portfolio spans $93.2 billion¹ of assets across such property types as living, office, retail, mixed-use, logistics and life science projects – all designed to enhance value, connection and inspiration. Our strategic approach integrates local expertise with global knowledge, taking calculated risks aligned with our convictions to exceed expectations and tailor solutions to our clients' needs.

While our projects are renowned for enhancing cities and pioneering sustainable practices, we recognize that the true driving force behind Hines' success is our 5,000 dedicated employees in 30 countries who draw on our 65-year history to build the world forward. This is why we prioritize investing in our people, offering comprehensive training, competitive compensation, robust benefits and generous vacation packages. By centering our focus on the growth and wellbeing of our team, we cultivate an inclusive environment where everyone, including our clients, can thrive.

Hines is proud to be named to Fast Company’s prestigious annual list of the World’s Most Innovative Companies for 2024. ¹Includes both the global Hines organization and RIA AUM as of December 31, 2023.

We are an equal opportunity employer and support workforce diversity.

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