Concierge/Compliance

Do you aim high? Are you genuinely helpful? Are you looking for a place where you can make a difference, receive ongoing support and training, and build a rewarding, long-lasting career? Then you may be a good fit for FirstService Residential, North America’s foremost property management firm. We’re all about our associates, and as we continue to grow, we’re looking for even more quality people who share our dedication to doing what’s right, improving residents’ quality of life, building great relationships and truly making a difference for their clients, their colleagues and themselves. Is that you? If so, we think you should get to know us.

POSITION SUMMARY:

This position serves residents by providing information and services. Self-motivated; outgoing; detail oriented; customer service and customer focused individual with excellent interpersonal, communication, and organizational skills including e-mailing, identifying and organizing resources to provide personal service expected by residents.

POSITION RESPONSIBILITIES:

• Identifies and clarifies residents’ needs and desires; answers questions; gives directions and instructions; develops inventories of services.
• Manages and screens messages.
• Helps residents establish accounts and schedules access for authorized vendors to provide services within units.
• Provides services requested by making arrangements and reservations for dining, tours, travel, entertainment, accommodations, rentals gifts, sporting events, transportation, meetings, secretarial services, couriers, communication and mail services, personal appointments and services, medical services, and similar requests; reminding residents of schedules; providing support and assistance; running errands; personalizing services.
• Anticipates services required by ascertaining mood and style of residents, identifying options, developing itineraries.
• Organizes social events and event planning and arranges services.
• Improves services by obtaining and evaluating resident observations opinions, and criticisms.
• Maintains guest privacy and organization reputation by keeping information confidential.
• Updates job knowledge by participating in educational opportunities, maintaining personal networks.
• Enhances department and organizational reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
• Follows safety procedures and maintains a safe work environment.
• Develop and maintain a working knowledge of the Associations’ Rules and Regulations per property
• Conduct daily inspections of lots and homes for the purpose of identifying violations of Rules and Regulations.
• Ensures compliance with the monitoring of licensure, permits, and other regulatory requirements for the Association as it relates to ACC Applications.
• Conduct regular inspections of Home Lots and homes for the purpose of identifying violations of Governing Documents.
• Work with Home Owners to provide guidance regarding plans of corrective action to achieve goal of compliance.
• Prepare documentation with supporting evidence to substantiate violations that are being present to the Board of Directors and the Penalty Review Committee for their respective deliberations. Prepare information packets for all respective Board Members or Committee Members along with a summary of events and supporting documents.
• Ensures compliance with the monitoring of licensure, permits, and other regulatory requirements for the Association as it relates to ACC Applications.
• Document violations; follow-up via violation process by recording and entering violations into the system and giving the hard copies to the Property Manager.
• Take photos of each violation on each property.
• Send Courtesy and Fine notices as required.
• Ensure copies of such notices are distributed and filed as required.
• Complete a follow-up inspection on approved requests, to ensure what was approved was completed.
• Complete and send daily and weekly violation reports to Property Manager.
• Provide reports and logs to Property Managers for inclusion in weekly highlights and monthly reports.
• Provide a weekly summary of properties inspected and number of violations to direct supervisor for the purpose of providing the information to the Senior Managers as well.
• Send Supervisor daily calendar listings of all properties and number of violations for the day. Calendar will be cumulative for the month and will be monitored when visits are being made.
• Take last month’s violation list to each property and see if that violation has been corrected or if it is now a potential 2nd or 3rd violation. (Which is also recorded the same).
• Provide five-star customer service at all times by attending to all calls and messages immediately.
• Follow safety procedures and maintain a safe work environment.
• Reads, understands and maintains current knowledge of state regulatory statutes and each client’s community documents, policies and procedures.
• Other duties as required.

OPERATING SKILLS, KNOWLEDGE & ABILITIES:

Education/Training:

• High school diploma or equivalency preferred.
• Completion of College level courses with concentration in Business or Hospitality is strongly desirable.

Experience/Knowledge:

• Five (5) or more years’ experience in the Hospitality Industry.
• Effective written and verbal communication skills.
• Computer literacy: Word, Excel spreadsheets, and e-mail.
• Multiple language fluency is desirable.
• Effective written and verbal communication skills.
• Strong customer service, communication and interpersonal skills required.

Special Requirements:

• Ability to lift 30 – 50 lbs.
• Work in an upright standing position for long periods of time.
• Walk and climb stairs.
• Ability to detect auditory and/or visual emergency alarms.
• Communicate, receive and exchange ideas and information by means of the spoken and written word.
• Ability to quickly and easily navigate the property/building as required to meet the job functions.
• Ability to work extended hours and weekends based on project requirement.
• Ability to respond to emergencies in a timely manner.

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

DISCLAIMER: This is not an all-inclusive job description; therefore, management has the right to assign or reassign schedules, duties and responsibilities to this job at any time.