Front Desk Service for Multi-family, HOA and Commercial Buildings Planned Companies Concierge Services Include Planned Lifestyle Services offers concierge, front desk and doorman services to residential and corporate clients. Since we opened our doors, we have established ourselves as a company where reliability, accountability and service are our top priority. A finely tuned front desk can improve your tenant satisfaction, reduce costs and make a property manager’s day to day far more enjoyable. Concierge Personnel Personalized Services Front Desk Associates Online Management Tools Doorman Services Reception Coverage Lobby Attendants Visitor Management Services Package Concierge Concierge & Doorman Services A building’s concierge is effectively your “Director of First Impressions” – they are the first person to welcome your tenants’ home after a long day, they’re the building’s “designated greeter” and the person left to manage the “front desk” (mail, packages, vendors, etc.) during the day. We maintain a staff of motivated, knowledgeable and professional Lifestyle associates that provide our clients with a one-of-a-kind experience. All our concierge, front desk and doorman associates are carefully screened and selected only if they possess the qualities required to successfully serve your business. Every associate is insured, bonded and neatly uniformed to represent your building, business or residential complex in the best light possible. All of Planned’s associates undergo continuous training and analysis to ensure they perform at the highest levels, providing our clients with first-rate concierge service. Your Planned Lifestyle Services concierge is effectively your ambassador to your building community. Their friendly demeanor is an asset to help engage with your tenants and their guests who can also act as your “eyes & ears” to what’s going on in your building. Our Front Desk associates are selected based on their willingness to pitch in and help keep the lobby running smoothly whether managing guests, packages, service people or even manage the rare emergency. Most of our doorman associates have worked in the hospitality industry so interacting in a friendly manner is second nature. Planned Lifestyle’s SOP includes such items as: Attendance guidelines Move in / Move out procedures The A-B-Cs of Service Emergencies Confidentiality Fire procedures Telephone etiquette First Aid Food deliveries Power Outages Package and mail handling Maintenance and repair issues Conduct (punctuality, substance use, language, etc.) Announcing and managing guests Job requirements & responsibilities Theft & police notification procedures Appearance & dress code policies Report writing Key Benefits Of Planned Companies’ Concierge Service: Cost Savings Concierge (Front Desk Associate, Doorman) services are often not taxable unlike a using a Security Guard in a similar role. Tax status varies state to state but in many cases the difference in taxability could result in a significant annual savings. People Skills Many of our Front Desk associates come out of the hotel, hospitality industry and are experienced in dealing with the public in a cordial, friendly manner. Helpfulness is a key quality that our concierge associates possess. These superior people skills help to create a lasting good impression of your building to your tenants and their visitors. Appearance Each of our Concierges are attired in a well-fitting 3-piece suit along with a name tag. Planned’s appearance guidelines dictate that uniforms are always clean and pressed, that associates have reasonable limits on things such as hair length and style, jewelry, hygiene, etc. Having standards in place helps building managers reduce stress and worry should a temporary or a replacement associate have to step in. Our uniform and grooming standards also help promote the impression of a professional atmosphere and minimizes certain negative feelings that may be associated with a uniformed security guard. Administrative Our front desk associates are skilled and professionally trained on telephone etiquette, reporting, calendaring, managing visitor & contact lists, filing, mail handling, and more, to ensure all administrative tasks and front-desk functions are operating smoothly. Computer Skills Many of our team come from the hospitality industry and have excellent computer skills, enabling them to leverage email, Microsoft Word & Excel, and other technology to better serve tenants and enhance reporting to management. Training All associates must complete our rigorous Concierge Training Program. Unlike other firms, this training is conducted face to face, and not from a video program viewed on a laptop. This program may seem a little “old school,” but the benefits include being able to confirm that the associate is understanding the training, and it gives them the ability to ask questions of their instructors and their peers. Hiring Planned Companies utilizes the I-PLAN hiring methodology. I-PLAN was developed in-house and serves as a five point test for each new employee, do they have integrity? (the “I” ), passion for their work? (P), do we believe they’ll stay with us for a while? (“L”ongevity), How’s their “A”ttitude? and finally do they possess the trait to “N”ever be complacent? Management All Planned associates come with a professional management team in place to handle on the job management, make sure training is up to date, handle concerns about our associates from our clients, take care of payroll/benefits, conduct employee reviews and to ensure that the post is always covered in case your regular concierge is out sick. Our managers are always available to our clients to discuss any concerns or handle any changes that may come up. SOP Planned Lifestyle Services has invested significant effort and resources in developing Front Desk Standard Operating Procedures which provide transparency and efficiency across our day-to-day operations, ensuring residents and tenants have a positive experience with every front-desk interaction they have. Front Desk Technology Planned Lifestyle Services employs and has developed technology to help their associates better perform their duties. From guest management, package tracking and day-to-day front desk operations, our proprietary technology efficiently streamlines processes and provides data at your fingertips to improve the quality of your front-desk service. Guest Management System Our Guest Management System was created to better track visitor and tenant access. Visitor’s photos are recorded and logged to track arrival and departure times. The Guest Management System will also notify a tenant via email that their visitor has arrived. An image of that visitor will be attached to that email to help the tenant identify their visitor on sight. This service is also used to send a picture of a repair person or a dog walker who may come by your resident or tenants’ home while they’re away. The system takes a quick pic to efficiently verify access. Package Tracking System Planned’s package tracking technology was designed to make sure tenants receive their packages promptly and correctly. Our system will scan a package upon arrival then automatically email the recipient that it has arrived and is waiting to be retrieved.