STRATEGIC INTENT

The mission of this position is for the Overnight Residential Concierge to assume full responsibility for all aspects of residential services during the night shift, as well as for the overall resident lifestyle experience, both in the pre-opening and post-opening phases of the project. The ideal candidate will be proactive, creative, and resident-oriented, with a constant focus on service excellence and operational efficiency. They must consistently maintain the resident’s perspective when delivering services or products, representing the brand with the highest level of professionalism and integrity. The incumbent is expected to demonstrate tenacity, creativity, flexibility, and unwavering commitment to ensure a successful residential launch, strategic positioning, and continued operation — all delivered on budget and on time.

SCOPE OF POSITION / SUMMARY

The Overnight Residential Concierge is a key element of the overall resident satisfaction by creating a delightful arrival and departure experience and engaging with the guests entering The Residences during the night shift. Give assistance to the Residential Porter, Lifestyle agents and Head Concierge when needed.

Responsibilities of the Residential Night Concierge

• Respond to Residences Owners/Residents needs and requests as directed.

• Provide a warm, sincere, and personalized welcome to all residents.

• Engage in personalized conversations to identify resident preferences and record them in their profile through designated software.

• Proactively anticipate requirements to ensure an exceptional residential experience.

• Maintain a daily log of requests, bookings, and confirmations using the system.

• Demonstrate full proficiency in the Building Link web management system.

• Register and follow up on residential work orders.

• Assist in coordinating services related to the maintenance and preservation of property value.

 • Organize daily activities for residents.

• Coordinate package deliveries and collections.

• Manage all types of personal requests (deliveries, pickups, transfers, etc.).

• Provide leisure and cultural services: theatre tickets, sporting events, local attractions, restaurant reservations, etc.

• Assist with household management needs: installations, utilities, education, classes, and other local administrative matters.

• Manage relationships with third-party providers on behalf of residents (internet, security, etc.).

 • Coordinate with the Head Concierge for services requiring off-desk support (food delivery, laundry, etc.).

• Collaborate with hotel departments in the provision of services to residents.

 • Maintain up-to-date information on hotel outlets’ hours, pricing, and services to respond promptly to inquiries.

• Be knowledgeable about directions, travel times, costs, and available transportation options.

• Continuously update the database with information about the city and neighbourhood.

• Provide well-informed recommendations based on prior research.

• Share updates (restaurants, events, services) with the team and Head Concierge.

• Ensure sufficient availability of informational materials (brochures, maps, etc.).

• Communicate any relevant details from the shift to management and colleagues.

• Accurately record all deliveries and collections.

• Maintain a clean, organized, and presentable desk area.

• Manage documents and other administrative requests from residents.

• Ensure the aesthetic standards of the lobby are upheld (vacuuming, dusting, etc.) according to five-star criteria.

• Supervise and coordinate the use of the building’s exclusive amenities.

• Inspect and maintain the cleanliness and proper condition of areas such as treatment rooms, gym, and changing rooms, ensuring water, towels, and sanitation are in line with MOHG standards. • Possess basic audiovisual (AV) knowledge and be able to set up equipment when required in meeting rooms.

• Attend to residents and guests throughout all areas, ensuring their comfort and offering beverages when appropriate.

• Provide support to other departments as needed (control room, housekeeping, lifestyle, etc.).

• Identify and report any defects, risks, or operational anomalies to the management team.

• Log and follow up on resident incidents and complaints until complete resolution.

• Maintain up-to-date records for FLHSS audits.

• Uphold strict confidentiality regarding residents and residence operations.

• Foster teamwork and a positive work environment; greet and thank colleagues for their support.

• Anticipate residents’ needs and respond promptly and courteously (e.g., valet parking, car cleaning, etc.).

• Support the Head Concierge and Director of Residences with occasional administrative tasks.

 • Care for and responsibly use company assets and resources.

• Actively participate in building sustainability initiatives (energy saving, recycling, etc.).

• Serve food and beverages to residents upon request, following luxury service standards.

• Always display a professional attitude—punctuality, grooming, behaviour, and courtesy.

• Perform any other duties assigned by Residence Management as required.