Resident Services Coordinator

KW PROPERTY MANAGEMENT AND CONSULTING; Miami (FL); On-site; USD 35,000 - 55,000; Full time

Job summary

An established industry player in property management is seeking a dedicated Resident Services Coordinator. This pivotal role focuses on delivering exceptional customer service and creating memorable experiences for residents and guests. You will be the first point of contact, ensuring that all interactions reflect the highest standards of hospitality. The position requires strong communication skills, problem-solving abilities, and a detail-oriented approach to manage front desk operations efficiently. If you thrive in a dynamic environment and are passionate about enhancing resident satisfaction, this opportunity is perfect for you.

Qualifications

• Experience in a similar position, preferably in a hotel setting.
• Excellent communication and interpersonal skills are essential.

Responsibilities

• Provide exceptional customer service as the first point of contact.
• Coordinate with management and staff to ensure smooth operations.

Skills

Customer Service

Communication Skills

Problem Solving

Detail Oriented

Team Player

Bilingual (Spanish)

Education

High School Diploma

2-Year College Degree

Bachelor's Degree

Tools

MS Office Suite

Hospitality Software

Job description

Infinity at Brickell Mast
60 SW 13th St
Miami, FL 33130, USA

Plays a significant role in attracting and retaining residents and guests of the building. The Resident Services Coordinator is generally the first point of contact for the building’s guests. This position provides exceptional customer service to include useful information to guests of the building.

Job Responsibilities

• Primary focus of the position is to be the extension of the Management Office. With the approval of the Property Manager, the Resident Services Team is to create and update any necessary policy and procedures required to run the Front Desk operations smoothly and efficiently at a 5-star level. Supervision of the Front Desk in this regard is a must.
• Secondary focus of the position is to ensure residents receive optimum enjoyment of building aesthetics, privacy, services, and amenities. The Resident Services Team seeks opportunities to create memories and build positive resident relationships with the Building and the Association by anticipating needs and exceeding expectations with creative, gracious, and hospitable delivery of services.
• While the role is generally limited to Front Desk Operations or other operations/departments, if any, the Resident Services Team acts as “chief of protocol” to facilitate well-orchestrated coordination of maintenance, housekeeping, and office staff to deliver gracious, seamless service to residents and guests. As such, the incumbent’s focus is to smooth over, not exaggerate, occasional gaps or gaffs.
• Assists management office with resident communications and relationships.
• Position also requires to include but are not limited to package delivery operation, Amenity Rental Event Coordination, Theatre and Business Room Reservations, and greeting of residents and guests.
• Maintain assigned areas in a professional and presentable condition, with no food, drink, and personal items, including personal cell phones and earpieces, other electronics, books, magazines, etc., in view.
• Greet all guests in a standing upright position as they enter the community maintaining the highest quality of customer service.
• Respond to all resident and guest concerns with empathy and resourceful problem-solving while maintaining a positive image of the Association and Management team. Promptly communicate resident and guest concerns to the Management Office.
• Respect resident and guest privacy, perspective, priorities, time, and resources.
• Coordinate with office administrative staff to maintain and update all unit owner information in the computer database as assigned.
• Follow all “check-in” policies and procedures without any exceptions. All phone calls made to residents should be clear and in a professional manner.
• Promptly communicate resident and guest concerns to the management office. Direct all inquiries regarding all Association affairs not addressed in the Front Desk Manual or beyond Concierge scope of duties to the Management Office.
• Be well versed in the Rules and Regulations and report any violations that are noticed at any time. Use designated Daily Log and/or Incident Report forms to record “who, what, where, when” facts of the incident, without subjective opinions or judgments.
• Receive all telephone calls in a professional manner utilizing proper phone etiquette.
• Responsible for content and publication of various communications from Management to residents and guests, e.g., monthly newsletter, email blasts, website postings. Also responsible for assisting with mass mailings at Manager’s direction.
• Follow all standards policies and procedures with regards to emergency response by coordinating with Management, Chief Engineer, or Fire Rescue/Police services. Assist Management with hurricane/disaster/emergency preparedness and response with special emphasis on resident communications, knowledge of special evacuation needs, etc.

Work Environment

The position will be indoors working with equipment generally used in an office. This position is inside a Condominium building and will be exposed to moderate to loud noises, pets, and a diverse population.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. This is a standing position. The employee is required to sit, stand, reach, lift, bend, kneel, stoop, climb, push, and pull items weighing 30 pounds or less. The position requires manual dexterity; auditory and visual skills; and the ability to follow written and oral instructions and procedures.

Position Type

This is a full-time non-exempt (hourly) position. Days and hours of work will be determined by each building due to the needs of the client. The schedule may change to accommodate the business needs of the property.

Required Education and Experience

• Previous experience in a similar position and in a similar setting; such as a hotel is required.
• High school diploma or equivalent required; a 2-year or above college degree preferred.
• Excellent communication skills required. Excellent writing skills required for the position.
• Excellent interpersonal skills and strong English communication skills are essential. Conversational ability or fluency in other languages, especially Spanish, is always desirable and may also be required at particular site(s).
• Strong grasp of generally used computer applications required; MS Office Suite.
• The ability to provide clear, concise notices and reports and to present basic analysis with professional presentation quality essential.
• Must have the ability to learn and utilize specialized hospitality and related software required.

Position Supervision

Employee reports directly to the Operations Manager of the community and is to take direction only from the Managers assigned to them.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Qualifications

Skills

Required

MS Office

Advanced

Behaviors

Required

Thought Provoking

Capable of making others think deeply on a subject

Team Player

Works well as a member of a group

Detail Oriented

Capable of carrying out a given task with all details necessary to get the task done well

Enthusiastic

Shows intense and eager enjoyment and interest

Dedicated

Devoted to a task or purpose with loyalty or integrity

Motivations

Required

Job Security

Inspired to perform well by the knowledge that your job is safe

Ability to Make an Impact

Inspired to perform well by the ability to contribute to the success of a project or the organization

Education

Preferred

Bachelors or better.

Experience

Required

Experience in a similar position and in a similar setting; such as a hotel is required.