One-Call Concierge

The One-Call Center Concierge is the primary point of contact for guests and residents across our diverse properties. This role involves providing exceptional service and information via phone, apps, websites, and various technical amenities to exceed expectations and uphold our brand’s service standards.  

• Interact with guests and residents through phone and digital platforms, providing accurate and engaging information about our properties.
• Enter information promptly and accurately into the contact management program.

• Possess a comprehensive knowledge base of multiple areas related to the properties to assist with inquiries effectively.
• Serve as the initial contact for our properties for The Americana at Brand and The Grove, embodying the Caruso service brand.
• Deliver unparalleled service in a professional, friendly, and engaging manner to exceed expectations.
• Handling incoming calls, messages and announcements.
• Coordinate service requests with various departments to ensure a seamless experience.
• Document and communicate guest feedback and complaints for resolution.
• Record requests in designated data entry systems.
• Assist with the Caruso Loyalty program execution.
• Maintain radio etiquette and ensure property safety and cleanliness.
• Resolve complaints according to Caruso Hospitality Standards.
• Collaborate effective with colleagues and supervisors.
• Assist with admin tasks as assigned.
• Support Reception area during specific holidays/days.
• Perform various data entry tasks and reporting in the CRM and other systems.
• Report to the One-Call Center Supervisor and Concierge Manager, ensuring seamless coordination. 

• Works well under pressure with a composed and professional demeanor.
• Strong multitasking, organizational, and communication skills.
• Excellent customer service abilities with a friendly yet professional demeanor.       
• Flexibility to work weekends, evenings, and holidays.             

• Attention to detail and ability to maintain confidentiality.       
• Exceptional written and verbal communication skills.      
• Proficiency in MS Word, PowerPoint, and Excel.       
• Familiarity with Net Facilities, Go-Concierge, One Touch Concierge, and Loyalty Database is a plus.       
• Minimum of 2 years of work experience in hospitality or related industry. 

Caruso is an equal opportunity employer. We celebrate a diverse and inclusive workforce that reflects the communities we serve. We believe that diversity of thought, background, and experience makes us stronger and more innovative. We do not discriminate against any employee or applicant for employment and comply with all applicable laws providing equal employment opportunities. We foster a workplace where everyone feels welcome, respected, and valued. We are committed to creating a workplace where everyone can thrive.