Residence & Sales Center Concierge | Rose Wood

December 12, 2023

Job Description

Responsible for promoting and ensuring residents satisfaction by providing quality service in a friendly, natural, and courteous manner. Provide information to resident/visitor inquiries and coordinates all resident requests for special arrangements or services, courteously and efficiently. Work closely with Residence back of house team to provide impeccable service and ensure all public areas are safe, staffed and in impeccable condition. Ensure best practice in all areas are followed and Rosewood Residence brand standards are in place. Collaborate with all departments, stepping-in to assist when needed, never using the phrase “not my job”. Maintain a safe and secure environment for all residents and associates and protect all assets and assure compliance with residential policies and procedures.



·        Well groomed, professional appearance with solid customer service, computer, and phone etiquette/communication skills.

·        Handle all guest interactions with the highest level of customer service and professionalism.

·        Greet & welcome residents, guests & vendors.

·        Notify sales team when visitors come to the property to meet with them. Announce all guests. Ensure all visitors are registered and authorized by sales team to be on property.

·        Assist in a timely manner with all phone calls and emails.

·        Ensure cleanliness and upkeep of amenity spaces and front lobby, driveway, and public areas.

·        Maintain any daily amenities, including setup, cleaning, and staging of public areas.

·        Assist with all guest requests, including packages, mail, inventory management, ordering supplies and or floral etc.

·        Assist guest with inquiries in connection with the building services, hours of operations, key personnel, in-house events, directions, etc.

·        Act as a liaison between residents and service team members regarding routine and emergency maintenance requests.

·        Follow-up process after work is completed on routine requests.

·        Provide general concierge services.

·        Resolve and follow-up on all complaints/issues.


·        Maintain complete knowledge and comply with Rosewood’s policies and procedures.

·        Maintain freshly organized workstations with necessary supplies throughout shift. Administer the cleanliness of the building’s entrance and lobby.

·        Maintain daily log, records and forms using the appropriate software.

·        Perform assigned administrative clerical, Word, and Excel document work.

·        Assure all pets, vehicles, motorcycles, and bicycles are properly registered and logged.

·        Manage and keep a status log for all stored items.

·        Attend and participate in designated meetings or functions as requested.

·        Update the residence or residential database.

·        Update services menu and vendors contact list.


·        Monitor all property access points (gates, garages, doors, elevator) through the operation of Closed-Circuit Television where applicable.

·        Report all suspicious activity to proper authority to ensure continued resident safety.

·        Immediately contact emergency maintenance / services personnel if an emergency maintenance situation develops.

·        Follow safety procedures and maintain a safe work environment.

·        Help maintain a safe and secure environment throughout the building.

·        Walk the building premises monitoring and report any repairment or improvement needed.


·        Work with housekeeping to ensure public areas, elevators and entrance are in tip top condition.

·        Greet the residents upon arrival whenever possible and all returning non-fulltime residents upon their return.

·        Help show visitors / potential residents the property and promote the services offered.

·        Help organize guest activities and prepare all necessary set-up.

·        Record important information in the guest profile for reference including personal preferences, interests, complaints for everyone’s reference.

·        Co-ordinate with other departments to tackle any guest’s issues.

·        Train new associates in all basic skills including telephone skills and greeting skills.

·        Ensure grooming and appearance of the team members following Rosewood’s guiding standards.

·        Promote teamwork and collaborative spirit among team members.

·        Foster team understanding of Rosewood core values.

Required Skills –

·        General Skills:

    Must be able to perform job functions with attention to detail, speed, and accuracy.

        Prioritize, organize and follow-up.

   Be a clear thinker, remaining calm and resolving problems using good judgment.

        Follow directions thoroughly and understand a guest’s service needs

        Work cohesively with co-workers as part of a team.

        Work with minimal supervision.

        Maintain confidentiality of guest information and pertinent hotel data.

        Have experience in the front and heart of house of the Rooms Division of a luxury property. 

        Pre-opening and opening experience desirable.

        Experience in luxury hotel operational & in hotel leadership role

        Proven experience in building & developing Guest Service Strategy ​

        Thorough understanding of financial, HR and sales and marketing practices 

        Awareness effectiveness and accountability ​

        Ability to build internal relationships

        Good level of computer literacy


        Good knowledge of IT systems & their application in a hotel / residential environment