Lead Concierge | 10 Halletts Point

Durst Profile:

Since 1915, The Durst Organization has been a family-run business dedicated to the principles of innovation, integrity, community, and sustainability. We develop, build, own, and manage premier office towers and residential buildings that set new standards in environmental responsibility and user efficiency. Our enduring relationships with our tenants and partners are critical to our success and have made us generations of builders, building for generations. We build, own, and operate many of the world’s most innovative and efficient buildings. We create value for our tenants and partners by developing sustainable residential and commercial properties in which people live, work, and thrive.

Overview:

Concierge candidate will create a positive experience by providing outstanding customer service to building residents, guests, and prospects. Candidate is responsible for greeting residents and guests, and will ensure that the lobby, entryways, and front desk are clean and organized at all times; sign for deliveries and packages; and accept service requests from residents.  Responsibilities will also include managing emergencies and coordinating response with the Durst emergency response team members until first responders arrive.  In addition, candidate will monitor visitor parking (where applicable), and address any complaints from residents and escalate them appropriately.

We are seeking a Lead Concierge at 10 Halletts Point located in Astoria, Queens. The shift and schedule for this position is Monday-Friday from 7:00am-3:30pm (days off Saturday and Sunday). 

The pay rate for this position is $31.7758 per hour.

Responsibilities:

• Oversees training and onboarding of all front desk concierge employees.
• Communicate with concierge team to fill all time off coverage and relay confirmed coverage back to direct manager(s).
• Responsible for issuing and deactivating key cards for new and exiting residents.
• Responsible for escalating resident complaints and daily work order review.  
• Maintain an excellent customer service relationship by adhering to the Durst Residential customer service standards.
• Adhere to all Durst Residential Standard Operating Procedures for the position.
• Screen all guests to the property in order to ensure authorized entry into resident apartment.
• Ensuring the lobby, entryways, and front desk is clean and organized at all times.
• Answering the telephone, providing information, forwarding calls and taking messages when necessary.
• Routinely inspect building entrance, lobby and community amenity areas for trash, cleanliness, and lighting and take appropriate action to maintain the upkeep of the areas.  Notify a manager of items that cannot be addressed immediately.
• Signing for deliveries and packages and tracking in the building system/application (e.g. BuildingLink©).
• Perform daily package audits and timely distribution and assisting residents with packages.
• Accepting service requests from residents and logging appropriately into the building system/application (BuildingLink©). Educate residents on how to use the system as necessary.
• Ensuring that all apartment keys are accounted for and secure during shift per Standard Operating Procedure (KeyTrak©).
• Issuing keys to residents or other associates per approved building Standard Operating Procedures.
• Receive and distribute dry cleaning and other deliveries to residents as required.
• Continuously monitor Access Controls and CCTV for suspicious activity and door safety and handle accordingly.
• Handle tenant inquiries/issues/incidents and document and communicate them according for the following but not limited to:
• Noise complaints
• Smoking on property or in apartment
• Arriving guest, vendors or deliveries
• Ensure all vendors and contractors report to lobby desk upon arrival and are announced to Property Management Team.  All vendors and contractors shall be escorted by building staff as needed and be appropriately logged with identification scanned and recorded.
• Ensure all elevator incidents/entrapments are tracked, documented and reported to Property Management Team.
• Monitor elevators on a frequent basis to ensure all are operational
• Communicate Out of Service elevators immediately to Property Management Team
• Monitor and manage operation of elevator computer at front desk

• Manage emergency response during Fire/Non-fire Emergencies and/or Active Shooter Events

• Call 911 and assist first responders as needed
• Monitor FCC and all applicable fire protection systems
• Activate Emergency Response Team (Property Manager(s), Porter(s), Handyperson(s))
• Other tasks as assigned by management.

Qualifications, Areas of Knowledge, Skills, Abilities and Certifications:

•  High school diploma or equivalency preferred. For safety and productivity reasons, the position requires the ability to effectively read and write English.
•  1-2 years’ experience in customer service, residential concierge or related field preferred.
•  Position requires the ability to work any of the seven days of the week, 52 weeks of the year. Due to community staffing limitations, it is extremely critical that individuals be able to work their scheduled hours on a consistent basis and, if necessary, overtime hours when requested.

If Candidate has not previously completed, the Candidate Must Complete the Following Within 90 Days of Hire (must provide certificate/license as proof of completion)

• 32BJ CPR/AED/Basic First Aid course

• 8 hour course 

• F-53 Certificate of Fitness (Emergency One-Way Voice Announcement Personnel)

Recommended Knowledge, Skills and Certificates/Licenses:

•  FDNY Certificates

• F-85 Fire Safety Director with Active Shooter and Medical Emergency Preparedness or F-89 Fire Life and Safety Director
  • Z-50 Fire Safety Director FDNY Written Exam
  • Z-89 Non-fire Emergency FDNY Written Exam
• S-12 Citywide Sprinkler Systems
• S-13 Citywide Standpipe Systems
• S-14 Citywide Standpipe Multi-zone Systems
• Knowledge and operational experience of Fire Command Centers and Fire Protection Systems
• CPR/AED and Basic First Aid Certificate (renewal every 2 years)
• 32BJ Fire Life and Safety Director for Commercial Buildings Course

Physical Demands and Work Environment: 

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Physical demands: While performing duties of this job, employee required to stand; walk; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; balance; stoop; crouch; bend; talk; and hear. The employee must lift and move up to 30lbs.  Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. 

• Work environment: The noise level in the work environment is usually moderate.