Concierge (Residential)

In General Welcome and acknowledge residents and their guests to Service Excellence Standards (SES); get to know residents and their guests by name, anticipate and address service needs, assist individuals with physical challenge and thank others with genuine appreciation. Actionable Example: There will be new residents moving into the estate, Concierge ought to make the first move, find the appropriate moment and introduce themselves to the new residents. Engage residents warmly, get to know them, identify lifestyle preferences and hot buttons. Conduct orientation of the apartment and the estate if necessary. Make efforts to introduce staff to residents and explain their roles. Establish communication and language preference, and exchange contacts details. Provide a list of essential services contact numbers. Give assurance and let resident know who and what number to call during office hours, after office hours and in case of an emergency. Respond to residents’ and guests’ requests for information, special arrangements, or services (e.g. transportation, reservation, housekeeping, dry cleaning) by making arrangements or identifying appropriate providers. Follow through to promote satisfaction. Gather, summarize, and provide information to residents and guests about the property and the surrounding area’s amenities, including special events and activities. Immediately report any defects, identify potential hazards and unsafe work practices to the estate manager; takes appropriate measures to ensure safety and well-being of residents, guests and coworkers. Immediately report any incidents, accidents and injuries to the estate manager; document details and facts in (OMS II). Follow all company and estate policies and procedures, ensure uniform and personal appearance are clean and reflects a professional image at all time. Maintain high integrity and confidentiality of proprietary information, residents’ information and protect estate and company assets. Communicate positively in a clear, concise and professional language. Answer phone calls with appropriate greetings and etiquette. Develop and maintain positive working relationships with others, support team to reach company goals and resident satisfaction. Educate service providers and coach their staffs to acknowledge and greet residents by name; offer assistance, take note of service request and communicate to the Concierge team for follow up and documentation. Promptly follows through with common Concierge requests in a residential environment, not restricting to the following examples: Attending to residents’ domestic requests, commonly: Recommendation of part time housekeepers for cleaning of apartment once or twice weekly. Recommendation of electricians; mainly to rectify and replace blown lightings and fittings. Recommendation of plumbers; mainly to rectify minor leakages and chokage. Recommendation of pest control specialists. Recommendations of air-con servicing contractors. Recommendations of contractors to install CCTV in the apartment. Recommendations of contractors to do minor carpentry works and touch ups. Recommendations of personal fitness trainer and swimming coaches. Taxi Bookings: Advance taxi booking during peak hours, morning 8-9am and afternoon from 5-7pm. Concierge to ensure taxi arrives on time and waits for the resident. Promptly updates resident of taxi number, arrival and waiting area. Maxi cab booking to and fro airport. Request by resident when the entire family is traveling abroad or returning with lots of luggage. Safekeeping of Apartment Keys and Access Card: Receive from resident apartment key or access card. Concierge to ensure indemnity form is explained and sign by the resident. Some resident has self fear of locking out from the apartment or loss their keys or access card. Concierge can suggest to resident to safe keep a key or access card with the Concierge. Key or access card to be seal and kept under lock and key. Only to be opened by resident in case of an emergency. Safe keeping a key of the apartments is essential in a luxury and high rise development, especially for apartment with private lift lobby. A backup access will allow lift technician and rescuer to access person trapped if the malfunctioned lift is immobilized on a high floor. Laundry Service: Receive laundry from resident to be handed over to laundry pick up service. Ensure laundry personnel thoroughly check the laundry, double check laundry pieces and ensure there is no a valuable or personnel items. Handing of deliveries and couriers: In most cases, resident is away and leaves instruction to the Concierge to receive deliveries/couriers on behalf. Concierge will safe keep items and hands over item to the resident once they return. In some case, resident may instruct Concierge to escort delivery personnel into the apartment, or instruct Concierge to receive on behalf and place item inside the apartment. Concierge cum Admin should be equipped with a communication device, maintain inconspicuous communication with coworker. Constantly move around the estate and constantly seeks out opportunity to engage and assist resident. Take ownership of facilities booking (tennis court, function room and BBQ) and schedule; ensures prompt and accurate update of bookings. Handles residents’ enquire on facilities and booking of facilities. Promptly revert to resident and provide acknowledgement on confirmation of booking:Revert within 2 hours from the time booking was received during normal working hours. Revert within 12 hours from the time booking was received after normal working hours. Concierge should ensure booking are not made back to back. There must be a reasonable amount of time buffered between bookings, to allow the facility to be reset, clean and refresh for the next resident’s use. Check facilities booking schedule daily; inspect at least 1 hour in advance prior to booking time and prepare facilities for residents’ use. Ensure facilities are immaculate, defect free, safe and suitable for residents’ enjoyment. Conduct visual inspection 10-15 mins prior to booking time to ensure facility is in order. Standby to welcome resident, warmly engage resident in appropriate conversation and orientate the resident through features of the facility, if necessary. Provide contact number for resident to call if service is required. Make inconspicuous visit to ensure residents are enjoying the facility, if appropriate, check with resident if everything is ok, offer and ask if any service is required. Actionable Example 1: Resident A booked the Billiard Room at 2pm. Concierge will inspect the Billiard Room and Cigar Terence at 1pm to ensure cleanliness, arrangement of furniture if necessary, set up the Billiard table, check lightings and air-con etc. Actionable Example 2: Resident B booked the tennis court in the evening. Concierge will inspect the tennis court one hour in advance; sets the net and check for tennis court lightings, informs cleaner to remove dried leaves, stagnant rain water, etc. Actionable Example 3: For both examples mentioned above, Concierge can suggest to the resident and offer to purchase beverages on behalf, and serve the beverages midway during the game. Imagine an hour into a tennis game; the Concierge comes back with bottles of cool mineral water or isotonic drinks. Imagine an hour into a billiard game; the Concierge comes back to serve coffee and tea. Before the end of the booking, Concierge will inconspicuously standby near the facility, to bid farewell and thank the resident for using the facility. Reset and refresh the facility. Ensure all appliance and equipments are in order. Actionable Example: Resident A’s booking of the Billiard Room ends at 4pm. Concierge can standby outside the Billiard room 10-15mins before 4pm. Once there is indication of the resident leaving, Concierge can offer to reset the Billiard Room, open doors for the resident, bid farewell and thanks resident for using the facility. For booking of outdoor facilities, e.g. tennis courts and BBQ; Concierge can check for the weather forecast 12 hours in advance and update resident accordingly. Actionable Example: Resident A had booked for the BBQ/gourmet outdoor area in the evening. It has been raining since last night. In the morning and afternoon, Concierge can check for the evening’s weather forecast and provide updates to the resident. Check with resident if there is any alternative plan in mind, facilitate and assist accordingly. Work closely with security personnel; coach security officers to make announcement through inconspicuous radio communication when residents and their family return, from abroad or grocery shopping. Upon hearing the announcement, Concierge may go to the private lobby to welcome the residents back and assist them with the luggage or grocery if necessary. #J-18808-Ljbffr