RESPONSIBILITIES

Operating from the Residential Lobby, the Residential Concierge Supervisor responds to a wide variety of homeowner requests by accurately assessing the residents needs and inquiries; offering personal recommendations and personalized touches to achieve maximum resident satisfaction while complying with all Four Seasons policies.

TASKS

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/hotel/resort 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, faxes, 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. Assists retrieval of residents vehicles if requested.

Manages and provides access to the building(s) 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.

Maintains security and restricts access to non-authorised individual during overnight hours.

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.

Utilizes a variety of software programs to accurately input special arrangements (i.e. Engineering and Housekeeping requests) the resident 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.

Coordinates the booking of the elevators/lifts for move-in or move-out after the 1st occupancy period is over.

Complies with all Four Seasons guidelines, policies and procedures.

Works harmoniously and professionally with co-workers and supervisors.

Liaise with the night security supervisor for all night shift activities (patrolling, Parking control, emergency situations, employees related issues).

log all issues related to security department activities to Security Manager via email daily.

Be aware of the evacuation process overnight, Oversee the night shift fire marshals.

Keep updating the Red Folder (Emergency folder), every day with relevant information.

ADDITIONAL RESPONSIBILITIES

Assists Bellman/Doorman with responsibilities and duties in their absence or due to heavy volume periods.

Works closely with hotel/resort night shift to ensure the general security of the building.

Ensures that the Residential Lobby and common areas area in optimal condition of cleanliness and tidiness at all times.

Perform other tasks or projects as assigned by Assistant Residences Manager.

The ability to participate in regular staff meetings to keep employees informed of hotel policies and changes as well as ways to increase sales and service.

Ensure that we always follow the Golden Rule.

To maintain a high standard of personal appearance - ensuring that your uniform is clean and presentable. Wearing your name badge at all times. Be a role model in this area.

To have a good knowledge of the beverages served in Common Areas.

To assist homeowners and colleagues during a Fire or Emergency Evacuation.

The ability to work shifts that are flexible as well as working overnight.

To ensure I have read the employee guide and have an understanding of and adhere to the Residences rules and regulations and in particular, the policies and procedures relating to Fire, Hygiene, Health and Safety.

To undertake other duties and responsibilities which, while outside the normal routine, are within the overall scope of my job.

To report for duty punctually wearing the correct uniform/attire and name badge. To maintain a high standard of personal appearance and hygiene and adhere to the Residences and department personal appearance standards.

SKILLS AND COMPENTENCIES

At least two years of post-secondary education is preferred.

One to three years of concierge experience in a luxury environment.

Previous Four Seasons concierge experience is preferred.

Excellent communication skills.

Fluent in English, written and verbal; an additional language an asset.

Ability to use variety of software.

Four Seasons Hotels