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Residence Lead Concierge

Location:	Toronto, Ontario, Canada
Job Type:	Permanent
Posted:	3rd Sep 2010
Closing Date:	3rd Nov 2010
Posted By:	The Ritz-Carlton, Toronto
Details:
Residence Lead Concierge JOB SUMMARY Reporting to the Director of Residences, the Lead Concierge serves as a departmental role model and mentor. Manages scheduling and assists in training, evaluating, motivating and coaching employees in compliance with company, corporation standards and policies and external regulations. Responds to Residence owners’ requests for information, special arrangements and services, while adhering to the highest standards of The Ritz-Carlton service excellence. Develops and maintains positive working relationships with others, supports team to reach common goals and listens, responds and appropriately reports the concerns of other employees. Ensures compliance with The Ritz-Carlton Operating Standards to maintain brand integrity, directs, implements and maintains the level and philosophy set by The Ritz Carlton standards. RESPONSIBILITIES OPERATIONS  Welcome and acknowledge each and every Residence owner and guest with a smile, eye contact and friendly verbal greeting using names when appropriate  Answer all incoming calls and attend to the request made and transfer call to appropriate person or department  Serve as department role model and mentor to ensure that all Front Desk employees are trained in and follow all policies, procedures, rules and regulations and are in compliance with standards and policies and external regulations  Be completely familiar with the safety and fire fighting system in the building and will ensure that all other Front Desk Staff are also familiar with same.  Ensure that all concierges complete the proper shift reports and will review same for each shift on a daily basis reporting any unusual occurrence to the Director of Residences. In cases of grave or serious risk to the property or occupants of the building or situations involving personal injury or property damage, these will be reported to the Director of Residents immediately.  Set staffing schedules and will require that all shift changes are cleared through him for approval. Review all employees’ time sheets and prepare the appropriate payroll sheet which will be forwarded to the Director of Residences.  Follow up to confirm that hourly employees are trained on company core values, job roles, responsibilities and technical and service aspects of the job, including reviewing standard operating procedures regularly  Prepare and monitor work schedules to ensure proper employee coverage is maintained  Ensure that concierge checklists are followed and complied with.  Supply Residence owners and guests with directions and information regarding property amenities, services, hours of operation and local areas of interest and activities as requested.  Assist with elevator bookings, deliveries, reservations, private functions, hotel services, etc. to meet the requests of the residents  Report maintenance needs and report same to the Maintenance person  Ensure that all employees have the proper uniform and that they are maintained and worn in a clean and presentable manner.  Consult with the Director of Residences and is involved in the annual review of all Front Desk staff. PROFILE Experience • Must have a minimum of (3+) of progressive years experience in a comparable role in Condominium environment Education • High School Graduate (Grade 12) Required Skills • Computer Skills – ability to learn new • Customer Service • Interpersonal Skills • Team Work • Diversity Relations • Oral and Written Communication • Telephone Etiquette Skills • Applied Reading • English Language Proficiency • Dependability • Integrity • Presentation • Positive, Adaptable Demeanor

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