Welcome and acknowledge residents and their guests to Service Excellence Standards (SES); get to know residents and their guests by name, anticipate and address service needs, assist individuals with physical challenge and thank others with genuine appreciation.
Actionable Example:
There will be residents and their guests moving around the estate. Doorman ought to make the first move, engage them and greet them warmly.
- Immediately report any defects, identify potential hazards and unsafe work practices to the estate manager; takes appropriate measures to ensure safety and well-being of residents, guests and coworkers. Immediately report any incidents, accidents and injuries to the estate manager; document details and facts in (OMS II)
- Follow all company and estate policies and procedures, ensure uniform and personal appearance are clean and reflects a professional image at all time.
- Maintain high integrity and confidentiality of proprietary information, residents information and protect estate and company assets.
- Communicate positively in a clear, concise and professional language with appropriate greetings and etiquette.
- Work closely with security personnel; concierge officers and Lobby Attendant to make announcement through inconspicuous radio communication when residents or their guests return or leave the estate. Upon hearing the announcement, Doorman may go to the private lobby to welcome the residents and their guest and assist them with the luggage or grocery if necessary.
- Develop and maintain positive working relationships with others, support team to reach company goals and resident satisfaction.
- Educate service providers and coach their staffs to acknowledge and greet residents by name; offer assistance, take note of service request and communicate to the Concierge team for follow up and documentation.
- Promptly follows through with common Concierge requests in a residential environment.
