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.

As 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 wait
• 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
• Answer phone calls, transfer calls to appropriate reference points, and assist with completed request call backs
• Ensure packages are delivered and document as well as notify residents of the arrival in a timely fashion
• Update the daily log pertaining to any events and report any concerns to management
• Oversee the concierge department in ensuring resident experience is exemplary
• Take lead in organizing, promoting, and delivering resident events and activities ensuring resident’s find value outside the walls of their apartment home
• Arranging coverage for the team as needed
• 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
• Trains incoming concierge team on day to day tasks, responsibilities
• Handles and resolves customer complaints. If unable to resolve independently, acts as a liaison with Management team to resolve inquiries/complaints
• Responds within 24 hours to residents’ requests via telephone, email or postal mail
• Follows up with Residents within 24-hours to ensure the inquiry/complaint has been resolved satisfactorily
• Provide a personalized experience, with emphasis on care and convenience for our future and current residents
• Engage with residents, fostering an ongoing, positive relationship while confirming their expectations are being fulfilled
• Respond to resident complaints and concerns in a timely and professional manner, making sure every situation handled, ends with gratification
• Assist with planning, promote and deliver resident events and activities ensuring resident’s find value outside the walls of their apartment home
• Identify, communicate and implement opportunities to improve resident experience and service

Minimum Requirements include:

• 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/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

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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