Helena 57 West- Concierge

Durst Profile: Since 1915, The Durst Organization has been a family-run business dedicated to the principles of innovation, integrity, community, and sustainability. We develop, build, own, and manage premier office towers and residential buildings that set new standards in environmental responsibility and user efficiency. Our enduring relationships with our tenants and partners are critical to our success and have made us generations of builders—building for generations. We create value by developing sustainable residential and commercial properties where people live, work, and thrive.

Overview

Concierge candidates will create a positive experience by providing outstanding customer service to building residents, guests, and prospects. The Concierge will greet residents and guests, ensure the lobby, entryways, and front desk are clean and organized at all times, sign for deliveries and packages, and accept service requests from residents. Responsibilities also include managing emergencies and coordinating response with Durst emergency response team members until first responders arrive. In addition, the Concierge will monitor visitor parking (where applicable), address resident complaints, and escalate them appropriately.

Position Details

Role: Concierge

Location: 601 West 57th, Manhattan

Schedule: Saturday–Sunday, 11:00 PM–7:30 AM; Tuesday–Thursday, 3:00 PM–11:30 PM

Days off: Monday & Friday

Salary Range: $23.0819–$30.7758 per hour

Responsibilities

• Maintain an excellent customer service relationship by adhering to Durst Residential customer service standards.
• Adhere to all Durst Residential Standard Operating Procedures for the position.
• Screen all guests to ensure authorized entry into resident apartment(s).
• Ensure the lobby, entryways, and front desk are clean and organized at all times.
• Answer the telephone, provide information, forward calls, and take messages when necessary.
• Routinely inspect building entrance, lobby, and community amenity areas for trash, cleanliness, and lighting; take appropriate action and notify a manager of items that cannot be addressed immediately.
• Sign for deliveries and packages and track them in the building system/application (e.g., BuildingLink©).
  • Perform daily package audits and ensure timely distribution; assist residents with packages.
• Accept service requests from residents and log them appropriately into the building system/application (BuildingLink©); educate residents on how to use the system as necessary.
• Ensure all apartment keys are accounted for and secure during shift per Standard Operating Procedure (KeyTrak©).
• Issue keys to residents or other associates per approved building Standard Operating Procedures.
• Receive and distribute dry cleaning and other deliveries to residents as required.
• Continuously monitor Access Controls and CCTV for suspicious activity and door safety, and handle accordingly.
• Handle tenant inquiries/issues/incidents and document and communicate them according to procedures (including, but not limited to):
  • Noise complaints
  • Smoking on property or in apartment
  • Arriving guest, vendors, or deliveries
• Ensure all vendors and contractors report to the lobby desk upon arrival and are announced to the Property Management Team; escort them as needed and ensure they are appropriately logged with identification scanned and recorded.
• Ensure elevator incidents/entrapments are tracked, documented, and reported to the Property Management Team.
  • Monitor elevators frequently to ensure all are operational.
  • Communicate out-of-service elevators immediately to the Property Management Team.
  • Monitor and manage the elevator computer at the front desk.
• Manage emergency response during Fire/Non-fire Emergencies and/or Active Shooter Events.
  • Call 911 and assist first responders as needed.
  • Monitor FCC and all applicable fire protection systems.
  • Activate the Emergency Response Team (Property Manager(s), Porter(s), Handyperson(s)).
  • Other tasks as assigned by management.

Qualifications

• High school diploma or equivalency preferred. For safety and productivity reasons, the position requires the ability to effectively read and write English.
• 1–2 years’ experience in customer service, residential concierge, or related field preferred.
• Ability to work any of the seven days of the week, 52 weeks of the year. Due to community staffing limitations, individuals must be able to work scheduled hours consistently and, if necessary, overtime hours when requested.

Required Certifications (Completion Within 90 Days of Hire)

If the candidate has not previously completed the following, completion is required within 90 days of hire (certificate/license proof must be provided):

• 32BJ CPR/AED/Basic First Aid course (8-hour course)
• F-53 Certificate of Fitness (Emergency One-Way Voice Announcement Personnel)
• FDNY Certificates
  • F-85 Fire Safety Director with Active Shooter and Medical Emergency Preparedness
    • Z-50 Fire Safety Director FDNY Written Exam
    • Z-89 Non-fire Emergency FDNY Written Exam
    • F-89 Fire Life and Safety Director (able to pass certification within two test attempts)
  • Ability to pass on-site exam

Recommended Knowledge, Skills, and Certificates/Licenses

• S-12 Citywide Sprinkler Systems
• S-13 Citywide Standpipe Systems
• S-14 Citywide Standpipe Multi-zone Systems
• Knowledge and operational experience of Fire Command Centers and Fire Protection Systems
• CPR/AED and Basic First Aid Certificate (renewal every 2 years)
• 32BJ Fire Life and Safety Director for Commercial Buildings Course

Physical Demands and Work Environment

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform