Senior Concierge

For more than 40 years, UDR has been singularly focused on providing distinctive, high-quality apartment homes paired with exemplary service and amenities. Our apartment communities are situated in some of the country’s most desirable locations, from New York’s Upper West Side to San Francisco’s Mission Bay District, and hundreds of great neighborhoods in between. Places that have it all: First-rate shopping, superb restaurants, lively nightlife options, access to thriving business centers.

Maintain company customer service standards within the community. Completes various administrative functions associated with residents’ needs, leasing information, and resident activities by providing high quality resident customer service.

* Manage the front desk and be the first greeter when a resident, prospective resident, vendor, or contractor comes to the office. Emphasize providing excellent customer relationship management. Guest will be offered refreshments while waiting for a Leasing Consultant or Move-In Specialist to meet with them. * Answer any questions on the community amenities and assist residents with gate cards/keys. * Assist residents who come to the front desk to make a service request by entering that service request into the system for them. * Provide the residents community communication. Communication may occur daily, weekly, or monthly and will be provided via the computer portal and postings. * Plan and coordinate resident events at the community such as meetings, parties, cooking nights, movie nights, and other special events aimed at resident retention. Work with the Community Director to manage these functions within budget. * Manage, maintain, and report any amenity deficiencies to the Service Manager or Community Director if the Concierge can leave the front desk. May Print SRs or call vendors for the Service Manager. * Answer telephone promptly and in a professional manner and direct callers to appropriate individual or take messages. * Manage and organize the package room by accepting packages, notifying the resident, and locating and giving the correct packages to the resident. * Manage key policy and process by providing keys to residents or contractors and documenting in accordance with the “Key Policy”. * Provide updated information about the local area such as shopping, dining, nightlife, and recreational destinations. * May Assist the Service Management in coordinating any service team meetings or training sessions or running reports. * Perform other duties as assigned or as necessary. * Level 2: Senior Concierge will perform all essential functions of Level 1 with additional complexities involved in a high profile tower or for working with multiple communities. * Provide a more complex level of concierge services as needed for a high profile tower community, complex community or for multiple communities. * Provide additional services (if applicable) such as coordinating the receipt and pick-up of dry cleaning, arranging for transportation, tickets, flowers, pet services etc... * Assist in training and mentoring new concierges in the geographic area as requested.

**Performance Requirements**: * Knowledge of organizational and community policies and procedures. Ability to apply policies and procedures to solve everyday issues. * Proven professional verbal and written communications skills with an outgoing personality. Ability to create, compose, and edit written materials. Ability to work in conjunction with residents, prospective residents, vendors, contractors, Company managers, and associates. Polished interpersonal skills. * Ability to effectively present information to prospective or current residents. Demonstrated knowledge of demographics surrounding assigned community. Must be self-motivated and positive team member with effective communication and client relations skills. * Knowledge of basic office practices and procedures; filing and maintenance of fiscal records. Ability to exercise initiative and problem-solving skills. Ability to establish priorities and coordinate work activities. Possesses professional, friendly telephone and greeting skills. Demonstrated experience in providing customer service. * Knowledge of computer systems and applications. Demonstrated proficiency in the use of the internet and internet searches. Must have experience with computer skills including the spreadsheet, word processing programs, internet, and e-mail at a highly proficient level. **Typical Physical Demands** : * Requires mobility sufficient to travel. Some bending, stooping and stretching. Occasionally lifting items weighing up to 30 lbs. Requires eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator, and other office equipment. Requires normal range of hearing and eyesight to record, prepare, and communicate appropriate reports. Physical presence onsite is required to perform essential job functions unless otherwise noted. **Typical Working Condition:** Normal office environment. Incumbents must be able to physically access all exterior and interior parts of the community and amenities. Periodic exposure to outside elements where temperature, weather, odors, and/or landscape may be unpleasant and/or hazardous. Shifts will vary. **Education and Experience:** * High School Diploma or its equivalent. * Minimum of three years’ experience as a concierge or with related customer service. * Experience in hotel properties, rental operations, or related upscale service business. * Certified Notary is a preference. * Must have and maintain a valid driver’s license unless otherwise noted.