Resident Relations Lead

FirstService Residential; San Diego (CA); On-site; USD 33,062 - 35,817; Full time

Benefits offered by this job

Medical, dental, and vision plans

401K match

Paid time off including vacation and holidays

Tuition reimbursement

Free emotional wellbeing support

Job summary

A leading property management firm is seeking a Resident Relations Lead in San Diego, California. This role involves overseeing daily front desk activities, providing excellent customer service, and managing resident inquiries. Successful candidates should have a background in hospitality management, strong leadership skills, and a customer-focused attitude. The position offers competitive pay within the range of $24-26 per hour, along with comprehensive benefits including health plans and a 401K match. Join us to enhance community living standards.

Qualifications

• Skilled representation at all times with emphasis on service.
• Ability to lift 25 lbs.
• Work in an upright standing or sitting position for long periods.

Responsibilities

• Oversee front desk, resident services, and administrative workflows.
• Receive and process new resident registrations and access cards.
• Monitor and maintain community events and activities calendar.
• Provide assistance with facility reservations and inspections.

Skills

Excellent customer service skills

Strong leadership and team building skills

Ability to manage multiple priorities

Excellent communication skills

Promotes collaboration

Education

Bachelor’s degree preferred or equivalent work experience

A minimum of 2 years of successful hospitality management experience

Job description

Job Overview

The 3Roots Master Plan Community is seeking a Resident Relations Lead to oversee the daily activities of the Front Desk Team in addition to assisting the General Manager (GM) in executing “Five-Star” service excellence to its residents. The Resident Relations Supervisor is customer focused with excellent interpersonal communication and organizational skills and has a “can do” attitude. He/she must understand and adopt all community management tools (communications mediums, Connect, Access Control, Security etc.) daily to enhance the lifestyle of every resident. The Resident Relations Lead will be detail oriented and will act as the front desk liaison to ensure all residents/guest inquiries are addressed. He/she should be able to work independently and without direct supervision. In addition, the Resident Relations Lead supports and executes administrative tasks as directed by the Board of Directors and management. This position requires skilled representation (verbal, written, visual) at all times, with peak emphasis on delivering friendly, helpful and professional service to all residents, co-workers and management. Responsible for community and Board support, and the advancement of the community in terms of its quality of life and physical environment.

Compensation

$24-26/hr

FirstService Residential will compensate the successful candidate in accordance with the posted range. The salary or wage paid to the successful candidate will be commensurate with experience, education, and specific job responsibilities. For positions designated at a client’s property, the salary or wage will also be premised upon the client’s directive. The base pay range is subject to change and may be modified in the future.

Responsibilities

• Oversee front desk, resident services, and administrative workflows.
• Receive, process and onboard new owner registration/tenant forms, create access cards, and update homeowner files.
• Assist residents (via calls, email, face-to-face) with the distribution of key access devices, room reservations, maintenance requests, architectural applications, and general questions pertaining to the Community.
• Monitor and oversee the master community event and activities calendar and ensure accuracy for posting on the community monitors and website. (i.e. facility room reservations and administrative duties.)
• Assists facility coordinator by accurately imputing work orders for service requests in a timely manner; follows up with both facility coordinator and resident at completion.
• Responsible for facility reservation process, including provision of reservation information, provision of resident tours and education on facility amenities/usage, management of applications/fees/deposits and related communications, provision of real-time support for reservations as needed, oversight of reservations to ensure proper facility usage where possible, and post-reservation communications.
• Assist with enforcing the policies and procedures of the Rec Center facility. Report any issues to the General/Facility Manager.
• Support oversight of amenity spaces by inspecting recreation center and pool area throughout shift ensuring they are consistency, cleanliness, and ready for use.
• Attend and participate in Association Board meetings as required.
• Communicate with homeowners on the community policies and guidelines.
• Process compliance updates supplied by facility coordinator.
• Receive, review and process architectural improvement applications; coordinate with relevant committees and ensure compliance with governing documents.
• Perform general office duties (i.e. retrieve and distribute mail, document filing, correspondence, etc.).
• Assist in the administration and preparation of Board of Directors meetings, including maintaining updated reporting, board packet report generation and distribution.
• Coordinate any meeting logistics as required.
• Act as backup when G.M. is on vacation, sick days, or out of office.
• Read and have a general understanding of Governing Documents and their hierarchy.
• Monitor and evaluate the community needs: identify opportunities for improving customer service and communication.
• Conduct onboard training for all new Resident Relations Specialists.
• Apply a proactive approach to responsibilities with an emphasis on continuous improvement.
• Adhere to FirstService Residential guidelines, Core Values, and Global Service Standards.
• Comply with company policies, procedures and attend all company mandatory functions.
• Apply a pro‑active approach to all areas of responsibility and strive for continued improvement and excellence throughout.
• Ensure the representation of a positive organizational image to residents, business partners, community organizations, and surrounding communities.
• Ensure adherence to association policies and procedures, and compliance with corporate, civil code, and state and federal obligations. This includes reviewing policies on an ongoing basis and ensuring proper records are maintained.
• Represent the community and organization with professionalism at all times.
• Perform any range of special projects, tasks, and other related duties as assigned.
• Follows safety procedures and maintains a safe work environment for all.

Skills & Qualifications

• Excellent customer service skills
• Strong leadership and team building skills
• Ability to manage multiple priorities
• Excellent communication skills
• Promotes collaboration

Education & Experience

• Bachelor’s degree preferred or equivalent work experience.
• A minimum of 2 years of successful hospitality management experience.

Physical Requirements and Working Environment

• Ability to lift 25 lbs.
• Work in an upright standing or sitting position for long periods of time.
• Must have finger dexterity for typing/using a keyboard.
• Must be able to sit for long periods of time at a desk.
• Must be mobile enough to move around office.
• Must be able to effectively receive telephone calls and voice mail messages.
• Must be literate and articulate in written form to prepare correspondence.
• Must be able to handle multiple tasks.

What We Offer

• Medical, dental, and vision plans (full time and part time 30+ hours)
• Part time 20+ hours qualify for dental and vision
• 401K match
• Time off including vacation, sick, and company paid holidays
• Pet insurance available
• Tuition reimbursement
• Legal services
• Free emotional wellbeing and daily life assistance support for all associates
• Domestic partner coverage
• Health savings account
• Flexible spending account

About Us

FirstService Residential transforms the property management landscape by providing professional association management services to over 9,000 residential communities across the United States and Canada. Our dedication to associate satisfaction and growth is recognized by our Great Place to Work certification, exemplifying our commitment to fostering a positive and inclusive workplace culture. Our 19,000 associates can count on competitive salaries, top‑tier medical, dental, and retirement benefits, career training, and support for continued professional development.

Experience exceptional service with a fulfilling career in property management with FirstService Residential.

To learn more about our company and culture, please visit www.fsresidential.com/california

Disclaimer

The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. This is not an all-inclusive job description; therefore, management has the right to assign or reassign schedules, duties, and responsibilities to this job at any time.

FirstService Residential is an equal opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status.

Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with federal and state laws, as well as applicable local ordinances. All offers of employment with FirstService Residential are contingent upon a satisfactory background check.

AEDT Usage

We may utilize an Automated Employment Decision Tool (AEDT) in connection with the assessment or evaluation of candidates. The AEDT is designed to assist in objectively evaluating candidate qualifications based on specific job‑related characteristics.

Job Qualifications and Characteristics Assessed

The AEDT evaluates candidates based on job qualifications and characteristics pertinent to the role, including skills, experience, and competencies relevant to the position requirements. These qualifications are determined by the unique needs of each role within our company.

Alternative Selection Process or Reasonable Accommodations

Candidates who require an alternative selection process or a “reasonable accommodation,” as defined under applicable disability laws, may make a request through our designated contact channel [e-mail].

Requesting Information About the AEDT – NYC Local Law 144

Candidates who reside in New York City and are subject to NYC Local Law 144 may request information about the AEDT, including details on the type of data collected, the sources of such data, and our data retention policies. To submit a request, please contact us at [e-mail]; we will respond in accordance with Local Law 144, within 30 days.