The Concierge Ambassador will provide an unparalleled level of service in a professional, friendly, warm, and engaging manner in order to exceed expectations for both residents of Palisades Village and guests visiting our retail center. Concierge Ambassadors are direct liaisons who interact with guests and residents, answering questions, giving directions, and coordinating detailed reservations or recommendations. This position requires an understanding of property retail tenants, residential services, events, and amenities, along with knowledge of local sites, destinations, events, and venues. The Concierge will perform all responsibilities with professional enthusiasm and the highest regard for the true meaning of hospitality. Must be flexible to work weekends, early mornings, late nights, and holidays to support the property operation and needs of the Concierge team. Full-time and part-time positions available.
Utilize all available resources to develop a comprehensive understanding of Caruso properties and surrounding communities, enabling the delivery of an exceptional, white-glove, five-star service experience for both residents and guests
Fulfill personalized service requests for guests, residents, and retail tenants, including, but not limited to, restaurant reservations, travel arrangements, maintenance coordination, dry cleaning services, package delivery, and bell cart assistance, while ensuring all requests are handled in accordance with legal guidelines and in support of delivering a comprehensive, full-service experience
Provide personalized assistance with reservations, transportation arrangements, entertainment bookings, and other requests as needed
Handle guest, resident, and retail tenant inquiries, requests, and concerns promptly and efficiently to ensure complete satisfaction
Enroll guests and tenants in property programs and loyalty initiatives, including the Caruso Signature program, communicating program benefits and enhancing the guest experience
Greet all guests and residents with the Caruso Hospitality Standards and proper phone greeting; read and remain aware of closing and opening Concierge notes and any other applicable guidelines provided by the Company
Coordinate guest and resident needs with other departments as required to ensure a seamless service experience
Promptly respond to website inquiries and track each case through resolution
Communicate and document any guest or resident compliments, complaints, or additional feedback and provide follow-up to resolve outstanding concerns
Ensure all requests from guests and residents are recorded in the designated data entry systems
Utilize radio communication at all times, including the required use of an earpiece, while adhering to established radio etiquette and call codes to ensure clear, professional, and efficient coordination across departments.
Assist and support with special projects, events, Kids Club, holiday programming, and seasonal events as assigned
Foster and uphold strong connections with retail tenants, prioritizing effective communication
Assist the company with placing and removing property signage
Other duties as assigned
Minimum of two years' experience in a hospitality setting
Ability to provide superb customer service skills while maintaining a professional and friendly demeanor at all times
Excellent written and verbal communication skills; professional and pleasant tone of service
Must be an organized, detail-oriented self-starter who can work independently and as part of a team
Takes initiative and anticipates needs of others
Tenacious with excellent follow-up
Thrive in a fast-paced work environment
Ability to multitask and prioritize workload
Proven problem-solving and interpersonal skills
Extremely strong organizational, project, and time management skills
Ability to quickly analyze a situation, come up with solutions, and implement them
Confident demeanor
Strong work ethic
Proficient in Microsoft Office Suite and tech-savvy with ability to quickly learn and adapt to new technologies, property management systems, and communication platforms
Must be flexible to work weekends, early mornings, late nights, and holidays to support the property operation and Concierge team needs
Proficiency in English is vital as it serves as the primary language of communication
Work schedule may vary by department and/or property. This position requires flexibility in work hours, including the possibility of working nights, weekends, and holidays to meet the demands of the business. Please note that blackout dates may apply during peak business periods, and time off may be limited or subject to approval.
Level99