RXO (Resident Experience Officer) Concierge
New York, NY
RXO – RXO /
Full-time /
On-site
RXR is an innovative real estate investment manager, operator, developer, and place-maker committed to applying a customer and community-centered approach to acquiring, operating, and building properties and to providing services and products that create enduring value for all stakeholders. Headquartered in New York with a nationally-scaled platform, RXR is a 450+ person, vertically integrated investment manager with expertise in a wide array of value creation activities, including acquisitions, asset and portfolio management, property operations, development, construction, leasing, and technological innovation. RXR is an active investor in real estate credit, rental housing, commercial property, and property technology through value-added and opportunistic investment strategies.
The RXR platform manages 93 commercial real estate properties and investments with an aggregate gross asset value of approximately $18 billion, comprising approximately 30.5 million square feet of commercial properties, a multi-family residential portfolio of approximately 9,400 units under operation or development, and control of development rights for an additional approximately 3,000 multi-family and for sale units as of December 31, 2023. Gross asset value compiled by RXR in accordance with company fair value measurement policy and is comprised of capital invested by RXR and its partners, as well as leverage.
Over the past decade, the commercial real estate industry has undergone a rapid acceleration in the adoption of technology, the introduction of hotel-level amenities, the importance placed on elevating the workplace experience, and the connection to the community. Today's customer has grown to expect a truly elevated and differentiated experience at every touchpoint, from the beginning of their day to the end, in both the physical and the digital worlds.
As an RXO Concierge, you will oversee a newly built amenity center, and serve as the central touchpoint of hospitality, cultivating a warm and welcoming experience for tenants and their guests. You will be responsible for upholding RXR’s exceptional customer service standards and promoting a safe, productive, and inspiring space. You will play a critical role in ensuring smooth operations, managing amenity center bookings, activating each aspect of the center with programs and events, cultivating a sense of connection and community, and ultimately, exceeding our tenants’ expectations at every turn.
The RXO Concierge will work closely with our Restaurant and Conference Operators, the Onsite Property Management Team, Senior RXO Team Members, RXR’s Head of Hospitality and Amenities, and other project stakeholders to effectuate a consistently elevated experience and premium satisfaction of our tenants.
RXR is a leading real estate owner, investor, operator, and developer committed to building socially, economically, and environmentally responsible communities - A vertically integrated private real estate company with expertise in investment management, property management, development, design, construction, leasing, and finance.
JOB DUTIES AND RESPONSIBILITIES:
- Serve as liaison between third-party operators including the fitness center, conferencing and restaurant. This includes the daily monitoring and quality assurance check of daily operations, collaborating with operators to drive revenue growth, develop a robust calendar of programming, and internal/external marketing and events to enhance the overall experience and engagement of the amenity center.
- Hospitality
- Serve as the overall amenity center concierge and central touchpoint of hospitality.
- Cultivate a warm and welcoming amenity center experience and best in class environment for our tenants and their guests.
- Liaise directly with tenant contacts to assess needs and wants and work together with cross-functional internal teams to ensure their expectations are surpassed.
- Interacts with guests to obtain feedback on product quality and service levels.
- Handles guest problems and complaints.
- Space Operations + Overall Management
- Troubleshoot end-to-end IT management (Ex. printing, WIFI, A/V, phones, vendor management, etc.)
- Ensure that the front desk, pantry, storage, and kitchen area are kept clean, organized, and stocked when applicable.
- Ensure compliance with existing health, sanitation, liquor licensing, permitting, safety and employment regulations and that all other standard operating procedures are met.
- Track inventories and order office supplies, pantry items etc.
- Track customer feedback and respond to any ongoing issues and positive/negative feedback
- Oversee annual budgets and track monthly operating budget for optimization.
- Room Booking, Revenue Management & Marketing
- Support all room and amenity booking reservations and respond to inquiries in a timely manner.
- Facilitate tours of the space and onboard new tenants and their guests.
- Coordinate with property management and building maintenance on day-to-day space needs, accommodations, and operations (Ex: Issuing access badges, submitting tickets, resolving work orders, HVAC requests)
- Amenity Center Activation & Community Engagement
- Activate the amenity center through events, partnerships, and perks.
- Connect with local businesses, cultural institutions, and other community partners.
- Engage the internal/external community by making the amenity center the “heartbeat” of the building.
- Programming + Event Planning
- Collaborate with the RXO team to integrate community partners and local businesses, into monthly programming and community engagement opportunities.
- Work alongside the RXO team to create marketing materials for monthly programming and events.
- Manage the set-up, breakdown, and be on-site to assist with relevant events and space reservations.
- Measure the success of programs and events from beginning to end and identify opportunities for ongoing procedural improvements.
- Connect tenants with event partners, local businesses, and catering services for their individual needs.
- Fitness Center and Golf Simulator
- Ensure smooth operation of the fitness center by managing access control, overseeing overall cleanliness, and maintaining an inviting environment for all tenants.
- Manage the scheduling and usage of the golf simulator, including providing instruction for first-time users on the equipment's operation, overseeing maintenance, and ensuring an exceptional experience for all users. No prior training required.
EXPERIENCE:
- The ideal candidate for the Concierge position should possess the following experience:
- Customer Service Excellence: Minimum of 3 years' experience in a high-end hospitality or customer service role, such as hotels, corporate buildings, or luxury residential services, demonstrating a strong commitment to providing exceptional guest experiences.
- Building Relationships: Proven track record of building and maintaining strong relationships with both clients and service providers. Ability to anticipate tenant needs and build rapport with regular visitors.
- Communication Skills: Excellent verbal and written communication skills, with the ability to interact with tenants, guests, and team members clearly and professionally.
- Problem-Solving: Experience in handling complex queries and providing timely, elegant solutions. Must be adept at thinking on one’s feet and offering immediate resolutions to guest concerns.
- Concierge Services: Familiarity with concierge duties including but not limited to making reservations, providing local recommendations, arranging transportation, and coordinating event logistics.
- Technological Proficiency: Comfortable using property management software, Microsoft Office Suite, and other relevant computer applications. Should be able to adapt to new technologies used in tenant services.
- Task Management: Proven ability to manage multiple tasks with overlapping deadlines and under pressure. Prior experience in a fast-paced, high-traffic environment is desirable.
- Discretion and Confidentiality: Must have experience handling sensitive information with the utmost discretion and confidentiality.
- Luxury Awareness: A solid understanding of luxury service standards and the expectations of high-end clientele is essential.
- Teamwork and Leadership: Experience working collaboratively in a team environment, as well as the ability to lead by example when necessary.
- Flexibility: Must be willing to work a flexible schedule, including occasional evenings, weekends, and holidays to accommodate the needs of the building and its tenants.
- Prior experience in concierge services within a commercial setting is highly regarded. We are looking for a team member who can enhance our brand through their personal commitment to excellence and by embodying our core values in all interactions with our community.
$60,000 - $70,000 a year
Bonus Eligible.
The salary range and/or hourly rate listed is a good faith determination of potential base compensation that may be offered to a successful applicant for this position at the time of this job advertisement and may be modified in the future. When determining a team member's base salary/rate, several factors may be considered as applicable (e.g. location, years of service, specialty, education, relevant experience).
RXR is an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.
RXR is committed to the full inclusion of all qualified individuals. As part of this commitment, RXR will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact 516-506-6847.
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