Lead Luxury Concierge & Resident Experience

Kairoi; Charlotte (NC); On-site; USD 65,000 - 90,000; Full time

Job summary

Kairoi in Charlotte, NC seeks a Concierge Specialist to deliver highly personalized service for a luxury multifamily community. You will anticipate resident needs, coordinate bookings, move-ins, events, and service issues, becoming a trusted expert in resident relations.

With 5+ years in hospitality or luxury customer service, you will lead bespoke programs, maintain records, and partner with local vendors to create exclusive experiences for residents.

Qualifications

• Bachelor's degree in Hospitality Management, Business Administration, or related field preferred.
• Minimum of 5 years of experience in a customer service, hospitality, or related role, preferably within a luxury residential or hotel environment.
• Proven track record of delivering exceptional and personalized luxury service.
• Demonstrated ability to build rapport with residents and foster a welcoming community atmosphere.
• Proficiency in property management software (Yardi or RealPage).
• Exceptional communication, interpersonal, and organizational skills.
• Strong problem-solving and conflict-resolution abilities.
• Ability to work independently and as part of a team.
• Proficiency in Microsoft Office Suite.
• Exceptional customer service skills.
• Strong leadership and mentorship abilities.
• Ability to multitask and prioritize tasks effectively.
• Ability to work a flexible schedule, including evenings and weekends as needed.
• Must have a valid driver's license with no major infractions in the last 12 months.

Responsibilities

• Serve as a primary point of contact for residents, responding to inquiries, requests, and concerns in a timely and professional manner.
• Anticipate resident needs and proactively offer assistance to enhance their living experience.
• Develop and maintain strong relationships with residents, fostering a sense of community and belonging.
• Maintain a comprehensive knowledge of property amenities, services, and local resources to provide accurate and helpful information to residents.
• Assist residents with various tasks, such as booking reservations, coordinating move-ins/move-outs, scheduling maintenance requests, and resolving service issues.
• Act as an escalation point for complex resident issues, ensuring prompt and satisfactory resolution.
• Oversee the planning and execution of resident events and activities that foster a sense of community and encourage social interaction.
• Collaborate with the Resident Experience team to ensure seamless communication and coordination of services.
• Proactively seek feedback from residents to identify areas for improvement and enhance service delivery.
• Maintain accurate records and documentation in accordance with company policies and procedures.
• Stay abreast of technological advancements and utilize digital tools to enhance resident communication and service delivery.
• Design and implement bespoke resident services and highly specialized programs catering to the unique needs and preferences of ultra-high-net-worth individuals.
• Cultivate and partnerships with local luxury vendors, service providers, and cultural institutions to offer unparalleled access and benefits to residents.
• Lead the development and maintenance of a comprehensive database of resident preferences and special requests to ensure a truly personalized service experience.
• Provide expert-level guidance and support on complex resident issues, acting as an escalation point for Concierge Coordinators.
• Contribute to strategic initiatives aimed at enhancing resident retention and satisfaction through innovative service delivery.

Skills

Luxury service

Customer service

Communication

Leadership

Organizational skills

Problem solving

Conflict resolution

Independent work

Microsoft Office

Teamwork

Flexible schedule

Driver's license

Education

Bachelor's degree in Hospitality Management or related field

Tools

Yardi

RealPage

Job description

Kairoi in Charlotte, NC seeks a Concierge Specialist to deliver highly personalized service for a luxury multifamily community. You will anticipate resident needs, coordinate bookings, move-ins, events, and service issues, becoming a trusted expert in resident relations.

With 5+ years in hospitality or luxury customer service, you will lead bespoke programs, maintain records, and partner with local vendors to create exclusive experiences for residents.