When you join Hines, you will embark on a career journey fueled by vision and guided by leaders who set the standards of our industry. Our legacy is rooted in innovation and excellence, earning us a spot on Fast Company’s esteemed annual list of the World’s Most Innovative Companies, as well as recognition as one of U.S. News & World Report’s Best Companies to Work For in 2024. Discover endless opportunities to grow and make your mark at Hines.
ResponsibilitiesAs a Lead Concierge - Multifamily with Hines, you will be responsible for organizing, coordinating, and implementing various resident services and programs. You will act as the point of contact for residents. Responsibilities include, but are not limited to:
Welcome new residents and guests and ensure that prospects and visitors are comfortable as they waitSupport residents with use of luggage cartsMonitor guest traffic and parking garage for team members and vendorsMonitor security cameras and fire alarm systemsAnswer phone calls, transfer calls to appropriate reference points, and assist with completed request call backsEnsure packages are delivered and document as well as notify residents of the arrival in a timely fashionUpdate the daily log pertaining to any events and report any concerns to managementOversee the concierge department in ensuring resident experience is exemplaryTake lead in organizing, promoting, and delivering resident events and activities ensuring resident’s find value outside the walls of their apartment homeArranging coverage for the team as neededBook freight elevators for move-ins, move-outs and furniture deliveriesKeep detailed information of the surrounding areas pertaining to restaurants, delivery places, and other areas of interest for residentsTrains incoming concierge team on day to day tasks, responsibilitiesHandles and resolves customer complaints. If unable to resolve independently, acts as a liaison with Management team to resolve inquiries/complaintsResponds within 24 hours to residents’ requests via telephone, email or postal mailFollows up with Residents within 24-hours to ensure the inquiry/complaint has been resolved satisfactorilyProvide a personalized experience, with emphasis on care and convenience for our future and current residentsEngage with residents, fostering an ongoing, positive relationship while confirming their expectations are being fulfilledRespond to resident complaints and concerns in a timely and professional manner, making sure every situation handled, ends with gratificationAssist with planning, promote and deliver resident events and activities ensuring resident’s find value outside the walls of their apartment homeIdentify, communicate and implement opportunities to improve resident experience and service Qualifications
Minimum Requirements include:
High school diploma or equivalent from an accredited institutionTwo or more years of experience specifically in multifamily, hospitality, or property managementTwo or more years of experience within the hospitality industryExperience in property management/multifamily strongly preferredLeadership or supervisory experience preferredStrong customer service orientationExcellent written and verbal communication skillsResourceful team player whose integrity will build strong and trusting relationships with residents and teammatesAbility to work a flexible schedule including weekends and holidays Closing
At Hines, we strive for excellence as a leading global real estate investment manager, driven by our by our belief that real estate is fundamentally about people. Our diverse portfolio spans $93.2 billion¹ of assets across such property types as living, office, retail, mixed-use, logistics and life science projects – all designed to enhance value, connection and inspiration. Our strategic approach integrates local expertise with global knowledge, taking calculated risks aligned with our convictions to exceed expectations and tailor solutions to our clients' needs.
While our projects are renowned for enhancing cities and pioneering sustainable practices, we recognize that the true driving force behind Hines' success is our 5,000 dedicated employees in 30 countries who draw on our 65-year history to build the world forward. This is why we prioritize investing in our people, offering comprehensive training, competitive compensation, robust benefits and generous vacation packages. By centering our focus on the growth and wellbeing of our team, we cultivate an inclusive environment where everyone, including our clients, can thrive.
Hines is proud to be named to Fast Company’s prestigious annual list of the World’s Most Innovative Companies for 2024. ¹Includes both the global Hines organization and RIA AUM as of December 31, 2023.
We are an equal opportunity employer and support workforce diversity.
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