Concierge Assistant

CONCIERGE ASSISTANT

Department: Property Management
Location: Bonifacio Global City (BGC), Taguig City
Reports To: Concierge Supervisor / Property Manager
Employment Type: Full-Time
Work Schedule: Shifting schedule, including weekends and holidays, as required

I. POSITION SUMMARY

The Concierge Assistant is responsible for providing professional, courteous, and efficient front-line assistance to unit owners, residents, guests, visitors, and other authorized persons in a high-rise residential condominium tower.

The position serves as one of the primary service representatives of the property management office and plays an important role in creating a welcoming, secure, and well-organized residential environment. The Concierge Assistant handles resident inquiries, visitor coordination, parcel and delivery assistance, service requests, amenity information, and other concierge-related services while ensuring compliance with building policies, security protocols, and established service standards.

The role requires excellent customer service, strong communication skills, attention to detail, discretion, and the ability to coordinate effectively with Security, Engineering, Housekeeping, and other property management personnel.

II. KEY RESPONSIBILITIES

A. Front Desk and Concierge Services

• Welcome residents, unit owners, guests, and visitors in a professional, courteous, and service-oriented manner.
• Provide accurate information regarding building facilities, amenities, operating hours, house rules, and available services.
• Attend to telephone calls, emails, messages, and walk-in inquiries directed to the concierge desk.
• Assist residents with general requests and coordinate with the appropriate department for concerns requiring further action.
• Maintain a clean, organized, and presentable concierge desk and reception area at all times.
• Ensure that all interactions reflect the property's service standards and professional image.

B. Resident and Guest Assistance

• Assist residents and guests with general inquiries, directions, transportation arrangements, and other authorized concierge services.
• Provide information regarding nearby establishments, transportation options, and essential services in BGC and the surrounding areas.
• Assist with special requests, subject to building policies, available resources, and management approval.
• Handle resident concerns tactfully and professionally, referring sensitive or unresolved matters to the Concierge Supervisor or Building Administrator.
• Maintain confidentiality when handling resident information, contact details, unit information, and personal requests.
• Extend appropriate assistance to senior citizens, persons with disabilities, and residents requiring additional support.

C. Visitor Registration and Access Coordination

• Coordinate with Security personnel regarding visitor registration, guest verification, and access procedures.
• Follow established protocols for verifying visitor authorization before facilitating entry.
• Assist in maintaining visitor logs and other required records in accordance with building procedures.
• Direct visitors, contractors, delivery personnel, and service providers to the appropriate areas or authorized personnel.
• Immediately report suspicious activities, unauthorized access attempts, or security-related concerns to the Security team.
• Never disclose resident information or facilitate access in violation of established security procedures.

D. Parcel, Mail, and Delivery Management

• Receive, record, and coordinate the handling of parcels, documents, and deliveries in accordance with the building's approved procedures.
• Maintain accurate parcel logs, including relevant receipt details, notification records, and release acknowledgments.
• Notify residents of deliveries through authorized communication channels.
• Ensure that parcels are stored in designated areas and released only to authorized recipients.
• Coordinate with Security and delivery personnel regarding oversized, restricted, perishable, or unattended items.
• Report missing, damaged, unclaimed, or disputed deliveries to the immediate supervisor.
• Observe applicable safety, security, and privacy requirements when handling resident deliveries.

E. Service Requests and Complaint Handling

• Receive and document resident requests relating to maintenance, housekeeping, amenities, access cards, and other building services.
• Record service requests in the designated logbook or property management system.
• Coordinate with Engineering, Housekeeping, Security, and other concerned teams to facilitate timely action.
• Monitor the status of outstanding requests and provide updates to residents when appropriate.
• Document complaints, incidents, and follow-up actions accurately.
• Escalate urgent maintenance concerns, safety hazards, service disruptions, and unresolved complaints to the appropriate supervisor.

F. Amenities and Facility Coordination

• Provide residents with information regarding the use, reservation, and operating hours of condominium amenities, as applicable.
• Assist in coordinating amenity bookings, event inquiries, and reservation confirmations in accordance with approved policies.
• Verify relevant booking details and communicate applicable guidelines to residents.
• Coordinate with the Facilities, Housekeeping, and Security teams regarding scheduled activities and special events.
• Report damage, cleanliness concerns, equipment problems, or unsafe conditions observed in common areas.
• Assist in communicating facility closures, maintenance schedules, and service advisories to residents.

G. Communication and Administrative Support

• Maintain accurate records of inquiries, visitor coordination, parcel handling, service requests, complaints, and other concierge transactions.
• Prepare shift reports, endorsement notes, incident reports, and other administrative documents as required.
• Ensure proper turnover of pending requests, important information, and unresolved concerns to the incoming shift.
• Assist in distributing approved notices, announcements, and advisories to residents.
• Maintain updated reference materials, emergency contact lists, and service information at the concierge desk.
• Handle resident information and building records in accordance with company policies and applicable data privacy requirements.

H. Emergency Response and Incident Coordination

• Follow established emergency procedures during fire alarms, medical emergencies, power interruptions, elevator incidents, flooding, and other emergencies.
• Immediately notify Security, Engineering, the Building Administrator, or emergency responders as appropriate.
• Provide accurate information and assistance to residents while following instructions from authorized emergency personnel.
• Maintain awareness of emergency exits, evacuation routes, emergency contacts, and applicable response protocols.
• Document incidents and assist in preparing reports after the situation has been addressed.
• Participate in required emergency drills, safety briefings, and customer service training.

I. Professional Standards and Team Coordination

• Maintain a professional appearance, courteous demeanor, and appropriate workplace conduct.
• Observe attendance, grooming, uniform, and shift scheduling requirements.
• Coordinate effectively with fellow concierge personnel and other building departments.
• Protect the confidentiality and security of resident and property information.
• Follow company policies, condominium house rules, standard operating procedures, and management instructions.
• Perform other related duties as assigned by the Concierge Supervisor or Building Administrator.

III. QUALIFICATIONS AND REQUIREMENTS

• College graduate or undergraduate in Hospitality Management, Tourism, Hotel and Restaurant Management, Business Administration, or a related field.
• At least 1–2 years of experience in concierge services, hotel front office operations, customer service, reception, or residential property management is preferred.
• Experience in a luxury hotel, serviced residence, or premium condominium is an advantage.
• Excellent verbal and written communication skills in English and Filipino.
• Proficient in Microsoft Office, email, and basic computer applications.
• Familiarity with visitor management systems, parcel tracking procedures, reservation systems, and customer service platforms is an advantage.
• Strong interpersonal, organizational, and problem-solving skills.
• Ability to remain calm and professional when handling complaints, urgent requests, and challenging situations.
• High level of integrity, discretion, confidentiality, and attention to detail.
• Willingness to work on a shifting schedule, including weekends and holidays.

IV. CORE COMPETENCIES

• Customer service excellence
• Professional communication and interpersonal skills
• Resident and guest relations
• Attention to detail and accurate documentation
• Problem-solving and complaint handling
• Security awareness and confidentiality
• Teamwork and cross-department coordination
• Time management and multitasking
• Professional appearance and service etiquette
• Adaptability and composure under pressure

V. KEY PERFORMANCE INDICATORS (KPIs)

Performance may be evaluated based on the following:

• Resident service quality: Professionalism, courtesy, and accuracy in assisting residents and guests.
• Response time: Timely acknowledgment and coordination of resident inquiries and service requests.
• Documentation accuracy: Completeness and accuracy of visitor logs, parcel records, and service request reports.
• Complaint handling: Proper documentation, escalation, and follow-up of resident concerns.
• Parcel management: Accurate recording, notification, safekeeping, and authorized release of deliveries.
• Security compliance: Consistent observance of visitor verification, access coordination, and confidentiality procedures.
• Shift turnover: Complete and timely endorsement of pending requests, incidents, and important information.
• Amenity coordination: Accurate processing of reservations and communication of facility guidelines.
• Attendance and punctuality: Compliance with scheduled shifts and established attendance policies.
• Professional standards: Compliance with grooming, conduct, service etiquette, and property management procedures.

VI. WORKING RELATIONSHIPS

The Concierge Assistant works closely with:

• Concierge Supervisor and Building Administrator
• Property Manager and Property Management Office
• Security Department
• Engineering and Facilities Management
• Housekeeping and Common Area Maintenance
• Leasing and Resident Relations
• Delivery personnel and authorized service providers
• Unit owners, tenants, residents, and visitors

VII. GENERAL RESPONSIBILITY

The Concierge Assistant is expected to deliver consistent, courteous, and reliable concierge services that enhance the residential experience of unit owners and tenants while supporting the safety, security, and operational efficiency of the condominium tower.

All duties must be performed in accordance with company policies, condominium house rules, established service standards, and applicable Philippine laws and regulations, including relevant data privacy requirements.

Pay: Php18,000.00 - Php20,000.00 per month

Benefits:

• Health insurance
• Life insurance

Ability to commute/relocate:

• Taguig: Reliably commute or planning to relocate before starting work (Required)

Education:

• Bachelor's (Required)

Location:

• Taguig (Preferred)

Work Location: In person