Resident Relations Supervisor (High-Rise)

FirstService Residential; Austin (TX); On-site; USD 34,000 - 36,000; Full time

Benefits offered by this job

Comprehensive benefits

401k with company match

Paid holidays

Job summary

FirstService Residential is seeking a Lead Concierge to supervise the Concierge team, oversee community activities, and build strong relationships with residents. The role supports on-site management with a variety of administrative tasks, ensuring policy compliance, and training staff while managing work orders, reservations, and billing.

The ideal candidate will have exceptional communication, customer service, and multitasking abilities in a luxury property setting.

Qualifications

• Associates degree or equivalent; HS diploma required.
• 2–3 years of high-end/luxury hospitality or property management experience preferred.
• Excellent communication, customer service, and relationship-building skills.

Responsibilities

• Manage Guest Suite and Common area reservations; update policies and procedures.
• Respond to resident/Board goals related to amenities and engagement.
• Attend meetings as required and train new hires in Concierge duties.
• Supervise Concierge team; maintain activity logs and incident reports.
• Coordinate weekly schedules and manage vacation requests; ensure safety and emergencies are handled.

Skills

Excellent communication

Strong organization

Time management

Customer service

Education

Associates degree or equivalent

High School Diploma or equivalency

College courses in business/hospitality

Tools

Microsoft Office

Information systems

Job description

Job Overview

The Lead Concierge is a key member of the property management team, providing supervision of the Concierge team and developing and overseeing any community activities, including participatory and spectator events. This individual will build and foster professional relationships with residents. The Lead Concierge works independently and with minimal oversight, providing direction to the Concierge department while supporting the on‑site management office with a variety of administrative initiatives. The Lead Concierge provides superior customer service, possess detailed knowledge of company policy and follow all Standard Operating Procedures holding the Concierge and Valet staff accountable to the performance standards. Confirm completion of all work orders, audit Guest Suite and Common Area reservations and oversee billing and collection of any resident billed services. The person filling this role must possess strong communication, telephone, and customer service skills, be highly detailed oriented and able to multitask. Able to understand and react to emergency response and access control procedures.

Description

The Lead Concierge is a key member of the property management team, providing supervision of the Concierge team and developing and overseeing any community activities, including participatory and spectator events. This individual will build and foster professional relationships with residents. The Lead Concierge works independently and with minimal oversight, providing direction to the Concierge department while supporting the on‑site management office with a variety of administrative initiatives. The Lead Concierge provides superior customer service, possess detailed knowledge of company policy and follow all Standard Operating Procedures holding the Concierge and Valet staff accountable to the performance standards. Confirm completion of all work orders, audit Guest Suite and Common Area reservations and oversee billing and collection of any resident billed services. The person filling this role must possess strong communication, telephone, and customer service skills, be highly detailed oriented and able to multitask. Able to understand and react to emergency response and access control procedures.

Your Responsibilities

• Helps to manage the Guest Suite and Common area reservations. Suggest and update community policies and procedures. Collect forms, deposits, fees, insurance requirements, etc., for each.
• Work with and respond to both resident and Board of Director goals as they relate to the amenity rooms and community involvement/engagement.
• Attend committee, staff and other meetings as required.
• Provide training of all new-hire Concierge and supervision of the Concierge team.
• Keeps track of activity logs for shift, incident reports for the Manager’s review.
• Provides training for all new hires assigned to property when applicable.
• Coordinate weekly schedule and review any/all vacation and day off requests to Manager for approval in advance.
• Keep track of activity logs for shift, incident reports for the Manager-s review.
• Demonstrate excellent customer service, communication and time management skills.
• Provide concierge services to residents including but not limited to: dry cleaning and package delivery.
• Respond to emergency situations in a timely and efficient manner.
• Monitor and control access to the property.
• Maintain logs, records and forms.
• Resolve and follow-up on all complaints/issues.
• Follow safety procedures and maintains a safe work environment.
• Help Manager with any special requests, i.e. administrative work, mailings, etc. Assist with administrative tasks both in the Front and Back of House as requested.
• May be assigned other duties by management. Hours are flexible and will include some nights, weekends and holidays. Applicant will spend dedicated time in both the Concierge department and managing resident events each week.

Skills - Qualifications

• Education/Training: Associates degree or equivalent combination of education and experience required. High School Diploma or equivalency required. College level courses in business or hospitality preferred.
• Qualifications: The qualified candidate will be enthusiastic, energetic and outgoing with a background in recreation, and/or social event planning. Excellent communication skills, including verbal, written and platform speaking are a requirement. Ability to interact and build relationships with adults of all ages. Strong working knowledge of customer service principles and practices. Customer relationship-development and client retention experience a plus. Must be friendly, courteous, service-oriented, and enjoy working with a variety of people. Must possess strong organization skills with the ability to effectively manage multiple and competing priorities. Must be able to work independently with minimal supervision. Solid time management skills required. Highly organized and possesses excellent communication skills, including verbal, written and platform speaking. Minimum 5 years- experience in program development including assessing, designing and implementing vocational, emotional, social, physical, and intellectual programs.
• Experience/Knowledge: Two (2) to three (3) years of high-end/luxury hospitality or property management experience preferred.
• Computer literacy: Proficient use of Microsoft Office, basic command of information system hardware/software is preferred. Effective written and verbal communication skills. Strong customer service, communication and interpersonal skills required.

What We Offer

As a full-time non-exempt associate, you will be eligible for full comprehensive benefits to include your choice of multiple medical plans, dental, vision. In addition, you will be eligible for time off benefits, paid holidays and a 401k with company match. Occasional travel may be required to attend training and other company functions.

Compensation: $25 - $26 / hour

Disclaimer: 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.

Automated Employment Decision Tool (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.

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