Concierge (Saudi National)

In the competitive world of property management and tenant placement,
Concierge Service is the ultimate amenity, bringing another level of value to
KAFD's property offerings.
The Concierge shall provide a comprehensive service throughout the premises
delivered in a friendly and efficient manner.
This service encompasses a coordinated, professional and customer friendly
interface for all building and service related issues to residents, owners,
clients and visitors. The Concierge should engage/greet customers, clients and
general public in a confident and polite manner at all times.
Concierges should be committed to providing a ‎5-star service commensurate with
KAFD's prestigious facilities.
The Concierge Services shall be provided to the following areas: -
Lobby and Reception Areas; Residence Club locations; and Executive Floors and
Sky Lobbies.
The coverage areas are further defined within the Location Output Requirement
provided as an Attachment "Concierge LOR":
Concierge Scope
Key Objectives:
In addition to the requirements, stated within the FM Scope of Work and
Location Output Requirement; the Service Provider shall:
* Provide a high quality, timely and proactive Concierge Service that ensures a coordinated, professional and customer friendly interface for all building and service related issues to occupants and visitors;
* Maintain an aesthetically pleasing environment that is conducive to the wellbeing of occupants and visitors and other contracted staff working within Premises;
* Ensure that the Premises do not cause or create any hazard to the local environment and/or any person.
* Coordinate access control within security procedures.
* Be aware and understand safe evacuation procedures concerning oneself and the occupants using the work area.
* Engage at site level with employer, occupants, visitors and general public and to remain calm, confident and polite at all times.
* Take necessary direction from site FM management regarding concierge operations and any other tasks as directed by FM management.
* Ensure relevant rules are completely understood and to communicate violations to their supervisor.
Concierge Type - Reception Concierge:
Reception Concierges serve as the liaison between the management and
occupants, visitors and the general public. They establish a unique connection
and relationship with the occupants of the facility and become part of the
daily culture.
Core Functions:
* Provide a professional welcoming coordinated function of meet and greet occupants, sign-in visitors and deliveries;
* Coordinate access control within security procedures;
* Be aware and understand safe evacuation procedures concerning oneself and the occupants using the Concierge post location;
* Organization of deliveries both incoming and outgoing, including hand delivered mail, post and other deliveries which has been received on behalf of the occupant;
* Provision of information on building policies, community rules and the timings and locations of the building facilities;
* Provision of information and directions of the locality of shops, restaurants, services, district attractions, places of interest, events and happenings within KAFD;
* Provision of advice and direction on emergency services such as nearest hospital and emergency contact numbers;
* Take the necessary direction from site FM management regarding Concierge operations and any other tasks as directed by FM management;
* Ensure relevant community rules are completely understood and to communicate violations to their supervisor;
* The Concierge will be responsible for ensuring that the lobby is safe and secure through the provision of access and door control where security services are not present. This includes being the first point of contact for all emergencies and carrying out Health and Safety checks in and around the work area;
* Be familiar with the basic fire prevention and response procedures and systems. Monitor the fire alarm panel for any legitimate fire alarms and communicate immediately to security and FM Management.
* Document all issues/incidents of importance occurring in the building. Notify immediate supervisor and /or manager of any critical incidents or emergencies.
* Ensure that details of all visitors accessing the building without an access card are entered into the Visitors in/out register. Any suspicious visitor/delivery staff shall be double checked with the residents through intercom or other available facility, before providing them access.
* Take responsibility for accurate recording and maintenance of all registers and files provided at the concierge desk.
* Ensure the reception desk, lobby seating and the surrounding area is clean and well maintained, preventing misuse and damage.
* Handle resident/guest complaints, comments, suggestions and special requests and work to resolve the situation or direct them to the appropriate person or department, while logging all complaints and requested through the KAFD Customer Contact Centre;
* Report all cases of trespassing or suspicious activity to the security department;
* Guide all deliveries through service elevators;
* Ensure that 'Lost & Found' items are handed over to security/supervisor as per security procedures;
* Comply with all site related procedures and instructions;
* The Concierge will actively ensure the security of the building through monitoring of the CCTV systems where this is available at the post location;
* Keep appropriate records of all work and activities in accordance with procedures, such as for example visitor log books;
* Contribute to the smooth running of the building by adhering to the rules, policies and procedures as required and reporting any incidents to the FM Supervisor;
* Treat occupants, visitor and the general public with dignity and respect ensuring that calmness and objectivity prevails when dealing with difficult or problematic situations; and
* Fulfill other requests related to the function of Concierge matters within the lobby areas.
Concierge Type - Club House Concierge:
Club House Concierges serve as the liaison between the management and the
residents in relation to the use of building amenities which are provided for
the exclusive use of the residents. These amenities include, gyms, swimming
pools, multi-purpose rooms, rooftop gardens and lounge areas. They establish a
unique connection and relationship with the occupants of the facility and
become part of the daily culture.
Core Functions:
Includes all the core functions listed under the Reception Concierge, plus the
following:
* Monitoring the residential amenities within the jurisdiction of the post, these may include: gyms, swimming pools, multi-purpose rooms, rooftop gardens and lounge areas;
* Check the gym consumable levels and provide interim light cleaning of the gym equipment between uses;
* Raise service request tickets for any addition unplanned cleaning or maintenance within these amenity areas;
* Be familiar with the rules associated with the use of the amenities;
* Signing residents in when arriving and signing them on upon their departure;
* Monitor the number of guests accompanying each resident;
* Provide accurate information regarding the availability and location of facilities and provides details of the amenity reservation process;
* Facilitating the preparation of areas being used for private resident functions which may include the movement of furniture and general reconfiguration of the space, posting a reservation sign, checking the condition of the space before and after the event and directing guests to the right location; and
* Provide general organizational assistance for any community events within the space.
Staff Behavior
* The assigned Concierge post should be manned at all times. In case it is required to leave the post to assist a resident/guest, a placard shall be placed on the desk to inform unavailability of the concierge with mention of the immediate contact no. the Customer Contact Centre;
* Report for duty as specified in the duty roster well-groomed wearing a clean uniform;
* Attend a daily briefing to receive tool box talks, current issues /concerns and assignments of the day;
* Greet and welcome guests in a friendly, polite and courteous manner;
* Be pleasant, attentive, diplomatic and professional at all times exhibiting exceptional interpersonal skills while interacting with residents, visitors and employees accessing the building;
* Maintain high standards of personal appearance and grooming. Concierge shall take special care to maintain an immaculate uniform i.e. clean, unwrinkled jacket & trousers/skirt, polished shoes, neatly groomed hair etc. as stipulated in the company's grooming & hygiene standards;
* Show pro-activeness to assist disabled, elderly people and children;
* Constant awareness of surroundings and remain focused at all times;
* Remain in contact with supervisor and seek guidance where appropriate;
* Ensure that no information is provided to the media and direct them to KAFD-DMC's Media office; and
* Attend training sessions and operate in accordance with the instructions received.
Staff Prerequisites
* Proven experience as reception or concierge
* Experience in customer service or relevant role is an advantage
* Proficiency in Arabic and English
* Excellent communication skills
* Polite and confident with a great deal of patience
* Ability in multitasking and time-management
* Aptitude in resolving issues with a customer-focused orientation