Lead Concierge

Join Us in Creating the Best Places to Live, Shop, Work & Play

As Lead Concierge, you’ll become highly skilled in providing exceptional customer service to our residents and supervising a team of Concierge.

Here's a Few Reasons Why We Love Where We Work

• Customizable Plan Options for Health & Dental Coverage (Single/Family Plan Options)
• Employee & Family Assistance Program
• 4% Matching GRRSP program
• Annual Health and Wellness Incentives
• Employee Transit Allowance
• Educational Reimbursement for Eligible Employees/Programs
• Social Events
• Charitable Donation Matching Program
• 1 Paid Volunteer Day for an Organization of your Choice
• 2 Personal Days Annually
• Employee Discount Program
• Vacation Purchase Program Options for Eligible Employees

What Your Day Will Look Like

As Lead Concierge , you will be the main contact for all resident requests and concerns. You will provide information on building amenities and available units to prospective residents, and conduct regular rounds of the complex. You will also supervise a team of Concierge.

Hours of Work: 40 hours per week. Five days per week (Tuesday - Saturday), 8.5-hour shifts per day with 30 minutes for lunch and two 15-minute breaks per shift. Flexibility to work a variety of shifts including weekdays, weekends, and holidays to support operational requirements. Occasional Concierge coverage and after-hours shifts will be required. Occasional after-hours calls by Concierge for any emergencies.

Work Location: Concierge desk, with rounds of entire complex required.

What You'll Be Responsible For

Leadership

• Provide day-to-day guidance and support to the Concierge team.
• Create and manage the team schedule to ensure appropriate coverage throughout the week.
• Create and manage Concierge task lists.
• Responsible for timecard management, actioning time off requests, and completing payroll-related tasks on a biweekly basis.
• Assist with Concierge duties during periods of short staffing or increased operational need.
• Supporting the hiring, onboarding, and training of new team members.
• Conduct regular check-ins with team members to provide feedback and support.
• Address concerns through coaching and progressive discipline where required.

Operations

• Serve as a primary point of contact for escalated issues and resolving complex resident inquiries.
• Efficiently respond to all resident requests and issues that arise, including coordinating resident requests when they are away from their suite.
• Effectively communicate with all residents, commercial tenants, guests, co-workers, contractors, and the general public in a professional manner.
• Maintain a visible, accessible, and approachable presence in the building.
• Provide local information and recommendations to residents via the concierge directory.
• Coordinate the delivery of courier and delivery services for residents or Southwest employees; incoming and out-going.
• Liaise with the Housekeeping team to ensure overall cleanliness of the building.
• Liaise with the Maintenance team for any maintenance-related issues.
• Coordinate move-in and move-out inspections; provide keys and elevator service.
• Liaise with moving companies to ensure efficient service.
• Control all access to the complex and maintain the master key control system.
• Report maintenance and housekeeping issues as required.
• Monitor and manage in-house security, lighting, and HVAC systems, including parking garage.
• Ensure parking lots are clear of unauthorized vehicles; issue tickets where appropriate.
• Update and maintain the daily task log and complete daily checklists.
• Maintain all master files for door swipes, garage remotes, parking, and storage assignments.
• Enforce rules of the complex.
• Remain fully conversant and compliant at all times with emergency response standards; report on all incidents, accidents, and safety hazards.
• Respond to issues such as noise complaints within the complex including pool and terrace area.
• Ensure safety and maintenance of pool and terrace area.

Your Environment

You may encounter periods of high stress, sitting or standing for long periods, and occasional heavy lifting. On a regular basis, you will use various security, entry, and computer systems. Weather (seasonal duties) and resident issues are factors in the completion of your duties. You may experience large crowds and irate residents.

What Will Help You Succeed

You don't require all the listed qualifications to add incredible value to our team. If you feel energized thinking about what you could accomplish at Southwest, we would love to hear from you.

Our ideal candidate has 3-4 years of customer service experience. Supervisory or leadership experience is considered an asset. Previous work experience in residential operations is considered an asset.

• Exceptional customer service skills.
• Ability to organize work, prioritize tasks, and manage time effectively in a fast-paced environment.
• Comfortable using computer programs for scheduling, communication, and timecard/payroll tasks.
• Strong communication and interpersonal skills with the ability to provide guidance and feedback to team members.
• Demonstrated reliability, accountability, and integrity.
• Strong attention to detail with a high level of quality.

People are at the Heart of Everything We Do

Southwest Properties is committed to attracting and retaining a diverse team, who values your experiences, perspectives, and unique identity. We are committed to creating and maintaining an environment that is inclusive, equitable, and welcoming.

Thank you for your interest in Southwest Properties. Those chosen for an interview will be contacted.

We are a team of individuals who get joy from bringing joy to others.