Concierge

***Position Hire Date 3/01/2027***

Role Purpose

The Front Desk Associate faithfully stewards the daily operations of a multifamily and retail property. This position serves as the first point of contact for residents, visitors, vendors, and prospective residents, helping create a welcoming, safe, and professional residential environment. The Front Desk Associate is approachable, dependable, detail-oriented, and committed to providing excellent customer service. This individual will assist residents with inquiries and service requests, support property management operations, maintain front desk coverage, and help ensure the property operates efficiently while promoting a positive resident experience.

Stewardship Statement

As a member of Banneker Management, the Front Desk Associate serves as a steward of the communities, residents, relationships, records, and responsibilities entrusted to the company.

Every action should reflect integrity, professionalism, accountability, stewardship of the trust placed in Banneker, respect for others, and faithful service to residents, colleagues, owners, investors, and the communities we serve.

Stewardship Responsibilities

Resident Services and Customer Service

• Serve as the primary point of contact for residents, visitors, vendors, and prospective residents.
• Greet visitors professionally and assist with general inquiries, directions, and property information.
• Respond to resident questions, concerns, and requests in a timely and courteous manner.
• Receive, document, and route resident complaints and service requests to the appropriate property management or maintenance team member.
• Support resident engagement initiatives, community activities, and resident communications.
• Promote a welcoming, respectful, and service-oriented residential environment.

Front Desk and Administrative Support

• Maintain consistent front desk coverage and ensure the reception area remains clean, organized, and professional.
• Answer and direct telephone calls, monitor the general property email inbox, and distribute messages as appropriate.
• Receive, log, and distribute resident packages, mail, and deliveries in accordance with property procedures.
• Maintain accurate visitor logs, package records, incident reports, and other administrative documentation.
• Assist with preparing resident notices, distributing communications, and maintaining property records.
• Schedule appointments, coordinate meeting spaces, and provide general administrative support to the Property Manager.

Property Operations and Coordination

• Assist the Property Manager with daily administrative and operational activities.
• Communicate maintenance requests to the maintenance team and follow up on outstanding requests as directed.
• Assist with coordinating vendor visits, deliveries, inspections, and other scheduled property activities.
• Monitor and report concerns involving common areas, building access, cleanliness, safety, or property conditions.
• Follow established procedures for visitor access, key control, package management, and incident escalation.
• Assist with resident move-in and move-out coordination, including providing information and directing residents to the appropriate team members.
• Maintain confidentiality when handling resident information, property records, and management communications.

Safety, Compliance, and Professional Standards

• Follow property policies, emergency procedures, and established protocols for building access and visitor management.
• Promptly report emergencies, suspicious activity, safety hazards, and resident concerns to the appropriate personnel.
• Maintain professional boundaries and treat all residents and visitors fairly, respectfully, and consistently.
• Handle resident information in accordance with company policies and applicable privacy requirements.
• Support compliance with applicable fair housing requirements and other relevant property management regulations.
• Perform other related duties as assigned by the Property Manager.

Qualifications

• Minimum one to three years in customer service, hospitality, residential property management, or a related field preferred.

• Strong organizational, interpersonal, customer service, written communication, and verbal communication skills.
• Excellent customer service, interpersonal, and problem-solving abilities.
• Strong organizational skills and attention to detail.
• Ability to manage multiple priorities while maintaining a professional and welcoming demeanor.
• Basic proficiency in Microsoft Office, email, and other standard office applications.
• Ability to learn property management software, visitor management systems, and package tracking procedures.
• Ability to handle confidential information with discretion.