Lead Concierge - Hanover Dilworth

Location Charlotte, NC

Job Code 1900

of Openings 1

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Hanover Company is looking for an experienced Lead Concierge for Hanover Dilworth, a luxury apartment community in Charlotte. The role of the Lead Concierge is to provide an excellent level of service to residents and their guests. The Lead Concierge is ultimately responsible for all aspects of resident services, including but not limited to:

• Attend the front desk during and after office hours.

• Answer all incoming phone calls and assist residents.

• Assist residents with service requests, maintenance emergencies, noise complaints, etc. and contact proper personnel as needed.

• Provide residents with information on area services and entertainment including location and directions, event times, and rates for hotels, airlines, theaters, movie theaters, sports events, music events, etc.

• Schedule reservations for residents for hotels, restaurants, and other services as needed without handling payments or credit cards.

• Schedule reservations for property amenities including dining room and kitchen, conference room, freight elevator, picture hanging appointments and/or other areas as approved by Management.

• Handle Resident Service Requests, Resident Access Authorization forms and Resident Amenity Reservation forms, as provided by management for use at Concierge desk.

• Sign in/out keys for resident guests as authorized by signed Resident Access Authorization forms.

• Ensure accurate tracking, sign in/out package deliveries, dry cleaning and mountain bikes for residents.

• Call residents to confirm reservations for amenities and to remind them of packages at the front desk.

• Notify management of any parking problems and issue parking passes to guests, as per management polices.

• Monitor camera activity and building access areas. Notify proper personnel of any unusual activity.

• Monitor lobby and other common areas to maintain cleanliness and the best presentable order at all times.

• Handle emergency situations according to policies outlined in Concierge Book.

• Keep all necessary forms and other supplies stocked at front desk.

• Log all activity on shift report and remit as instructed by management.

• Manage a team in the hospitality/residential/retail fields.

• Create opening systems checklists.

• Complete thorough inspections of facility.

• Effectively communicate all operation malfunctions promptly to management team.

• Ability to mentor and train a team that will follow Hanover's company mission and brand standard.

• Represent property and Hanover professionally through dress and behavior at all times.

Hanover Company offers a robust benefits program which includes paid time off, comprehensive medical, dental, vision, life and disability insurance plans, flexible spending accounts, and 401(k) with company match.

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