High Rise Lead Concierge - Multifamily

Atlanta, GA, USA|

Job Overview

Compensation

Hourly

Range $22.65 - $27.70

Benefits

Health Insurance

Dental Insurance

Paid Time Off

Retirement Plan

Employee Discounts

Training and Development

Bonuses

Job Description

Hines is a leading global real estate investment, development, and property management firm renowned for its innovative approach and excellence in the industry. With a legacy spanning over 65 years and managing a diverse portfolio valued at approximately $93.2 billion, Hines has established itself as a pioneer in enhancing cities and driving sustainable practices worldwide. The company operates across various property types, including living, office, retail, mixed-use, logistics, and life science projects, all designed to enhance value, connection, and inspiration for communities and clients alike. Recognized by Fast Company as one of the World's Most Innovative Companies for 2024 and by U.S. News & World Report as one of the Best Companies to Work For in 2024, Hines fosters a vibrant and inclusive work culture that invests heavily in employee training, competitive compensation, and comprehensive benefits. At Hines, real estate is fundamentally about people, which guides the company’s commitment to cultivating strong relationships with employees, clients, and residents through a strategic blend of local expertise and global knowledge.

Within this dynamic environment, the role of Lead Concierge - Multifamily, is a critical position at Hines Living, one of Hines' highest-conviction growth priorities. Hines Living is expanding rapidly across North America, creating exceptional residential places that people are proud to call home. As Lead Concierge, you will be at the forefront of delivering outstanding hospitality-focused experiences, serving as the key point of contact for residents while coordinating and implementing various resident services and programs. This leadership role demands a proactive, personable professional who can ensure that all residents and visitors receive a personalized, welcoming experience that highlights care and convenience.

In addition to managing daily concierge operations, the Lead Concierge oversees the concierge team, trains new members, arranges staffing coverage, and monitors security and building systems to maintain a safe and efficient environment. The role requires close collaboration with management and maintenance teams to resolve resident concerns promptly and effectively, ensuring every interaction ends with resident satisfaction. Your duties will also include supporting resident events, managing package deliveries, monitoring visitor traffic, and maintaining detailed logs of property activity. This position offers a salary range of $22.65 to $27.70 per hour plus bonuses, reflecting Hines’ commitment to reward excellence and foster career growth. Joining Hines Living means becoming part of an innovative, values-driven company focused on creating meaningful careers and delivering superior resident experiences.

Job Requirements

High school diploma or equivalent
Two or more years of experience in multifamily, hospitality, or property management
Experience in hospitality industry
Experience in property management or multifamily
Leadership or supervisory experience
Strong customer service skills
Excellent communication skills
Ability to work flexible schedule including weekends and holidays

Job Qualifications

High school diploma or equivalent from an accredited institution
Two or more years of experience specifically in multifamily, hospitality, or property management
Two or more years of experience within the hospitality industry
Experience in property management or multifamily strongly preferred
Leadership or supervisory experience preferred
Strong customer service orientation
Excellent written and verbal communication skills
Resourceful team player whose integrity will build strong and trusting relationships with residents and teammates
Ability to work a flexible schedule including weekends and holidays

Job Duties

Welcome new residents and guests and ensure that prospects and visitors are comfortable as they wait
Engage with residents, fostering an ongoing, positive relationship while confirming their expectations are being fulfilled
Provide a personalized experience, with emphasis on care and convenience for our future and current residents
Answer phone calls, transfer calls to appropriate reference points, and assist with completed request call backs
Handle and resolve customer and resident complaints
If unable to resolve independently, act as a liaison with management team to resolve inquiries or complaints
Respond within 24 hours to residents’ requests and concerns via telephone, email or postal mail
Act as a liaison between residents and maintenance teams
Respond to resident complaints and concerns in a timely and professional manner, making sure every situation handled ends with gratification
Oversee the concierge department in ensuring resident experience is exemplary
Train incoming concierge team on day to day tasks and responsibilities
Arrange coverage for the team as needed
Support residents with use of luggage carts
Monitor guest traffic and parking garage for team members and vendors
Monitor security cameras and fire alarm systems
Ensure packages are delivered, documented, and notify residents of arrival timely
Update the daily log pertaining to any events and report any concerns to management
Book freight elevators for move-ins, move-outs, and furniture deliveries
Keep detailed information of the surrounding areas pertaining to restaurants, delivery places, and other areas of interest for residents
Identify, communicate, and implement opportunities to improve resident experience and service
Assist in organizing, promoting, and delivering resident events and activities ensuring resident’s find value outside the walls of their apartment home