Each Dweck community has its own personality, but they all have something very important in common: the people who make residents feel like they belong from the moment they walk through the front doors.

These are our  Concierge Managers, and for them, the job is about much more than managing packages, coordinating move-ins, or answering questions. It’s about creating connections, building trust, and showing up for residents, sometimes during the best moments of their lives, and sometimes during the hardest.

We asked our Concierge Managers what the role means to them. Their answers differ, but together they paint a picture of the people who truly are the heart of our communities. Many came to Dweck after careers centered around customer service, while others found the profession unexpectedly. Regardless of where they started, they all found something they didn’t expect: a career built on relationships.

“I have been with Dweck for almost 12 years,” shared Arben Hanelli. “I really enjoy being a Concierge Manager, building a team with different backgrounds, education, and cultures. In the end, we learn from each other and work together toward the same goals.”

For Emmanuel Frimpong, who joined Dweck in 2018 as an Evening Concierge, the role became something much bigger than he anticipated. “I honestly didn’t realize at the time how much I would grow to love this work. What I enjoy most about being a Concierge Manager is the people. I like being someone people can rely on, whether it’s helping solve a problem or just making someone’s day a little easier.”

That sentiment was echoed by Tammie Teel, who has spent more than three decades working as a concierge. “Whether it’s greeting residents by name when they walk through the door, helping solve a problem, or simply sharing a quick conversation, I love making people feel welcomed and valued. Knowing I’ve helped make someone’s day just a little easier is what keeps me motivated.”

While residents often see Concierge Managers greeting them with a smile, much of their work happens behind the scenes. A typical day might include preparing for move-ins, coordinating with leasing and maintenance teams, supervising staff, communicating with vendors, reviewing shift reports, responding to resident requests, or resolving unexpected problems before they are ever realized.

“There really isn’t a ‘typical’ day,” Tammie explained. “One minute I may be helping a resident with a package or parking question, the next I’m coordinating with maintenance, assisting vendors, training a new concierge, or responding to an unexpected situation.”

Carolyn Washington described balancing relationships with residents, vendors, leasing teams, and staff while making sure every detail, from hospitality suites to daily operations, is ready before residents ever notice.

For Arben, preparation is key. “When the residents are showing up at the front desk, I know why they are there, and I prepare everything in advance.” It’s this attention to detail that helps every community run smoothly.

Ask any Concierge Manager what matters most, and the answer almost always comes back to one thing: making people feel welcome. For Luisa, authenticity is the foundation of every interaction. “Being in the moment and being genuine works for me.” Residents at her community even know to expect “Salsa Fridays,” when she’ll often be dancing behind the front desk to old-school salsa music. “If you’re upbeat,” she said, “you can pivot someone’s day with a radiating and sincere smile and willingness to assist.”

Emmanuel believes it’s the small interactions that matter most. “I try to really listen when residents talk, even in small moments like passing through the lobby or picking up a package. Over time, those small interactions add up more than we even realize.”

Carolyn enjoys introducing new residents to nearby restaurants, grocery stores, and Metro stations, helping them feel at home from day one. “Let new residents know what a wonderful community they have chosen and how they will love their new home.” Some of the most meaningful parts of the job aren’t listed in any job description.

Emmanuel recalled helping a resident through a medical emergency. “I called 911 right away and stayed with them in the lobby until help arrived. It was a scary situation, but I just focused on staying calm and making sure they weren’t alone.”

Tammie shared several stories that have stayed with her over the years, from comforting a resident facing a frightening health scare to quietly helping a visually impaired resident pick up medications and navigate emergencies: “Moments like that remind me that our job isn’t just about managing a building—it’s about taking care of people.”

For Tonia Randolph, one resident’s friendship became unforgettable. She formed a close bond with a resident over conversations about Tonia’s kidney transplant and the resident’s brother, who also needed one. After she passed away, her brother called Tonia personally to thank her for the kindness she had shown them both.

“That moment touched me profoundly,” she shared. “Even now, remembering it brings tears to my eyes.”

Other memories are smaller but equally meaningful. Carolyn smiles every time she looks at her refrigerator, now covered in magnets residents have brought back from vacations around the world. “When I am at home,” she said, “I constantly look at my refrigerator. It looks like I have been all over the world.”

For Barbara Smith, who opened Gramercy in 2008 and has become affectionately known as “Ms. B,” it’s the people who have kept her inspired for nearly two decades. “My joy comes from the team members that I have worked with, and they get promoted and move up the ladder; this has happened a few times.” Barbara continues, “The team members, the residents, and the dogs are my lifeline; they keep me going. I am blessed.” 

Every Concierge Manager described their community a little differently, but the feeling was remarkably similar. “It doesn’t feel like just a building,” Emmanuel said. “It feels like a place where people belong.”

Tammie called Crystal Towers “a warm and diverse community,” while Carolyn described Crystal Plaza as a place where residents feel “welcome, at home, safe, and connected.”

Arben reflected on the unique character each property develops over time. “Every community has its tradition. You cannot change the tradition of the property easily, but you can contribute to make it better and better.”

Perhaps Luisa summarized the role best when she shared the advice she gives her own team: “You can’t be part of the tsunami that may be occurring in the moment. You have to remain on the beach and be calm in the midst of the storm.”

It’s a philosophy rooted in empathy, patience, and service, qualities that define every Concierge Manager across Dweck Properties.

As Tonia reminds us, “Kindness is a universal virtue that transcends culture, religion, and circumstance. It costs nothing, but its impact can last a lifetime.”

To our Concierge Managers: thank you for every smile, every solution, every conversation, and every act of kindness that helps turn our communities into homes. Your dedication doesn’t just support our communities; it defines them.