Resident Services Coordinator

KW Property Management & Consulting; Miami (FL); On-site; USD 35,000 - 55,000; Full time

Job summary

An established industry player is seeking a Resident Services Coordinator to enhance the resident experience in a luxury condominium setting. This role is pivotal in ensuring residents and guests receive exceptional service, from managing the Front Desk operations to coordinating amenities and events. The ideal candidate will possess outstanding communication skills, a knack for problem-solving, and a keen eye for detail. Join a dynamic team where your contributions will create lasting memories for residents, and help maintain a welcoming and hospitable environment. If you thrive in a fast-paced setting and are passionate about customer service, this opportunity is perfect for you.

Qualifications

• Previous experience in a similar position required.
• Strong communication skills and interpersonal skills are essential.

Responsibilities

• Coordinate resident services and maintain high customer service standards.
• Supervise Front Desk operations and manage resident communications.

Skills

Customer Service

Communication Skills

Interpersonal Skills

Problem-Solving

Detail Oriented

Education

High School Diploma

2-Year College Degree

Tools

MS Office Suite

Hospitality Software

Job description

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, including useful information to guests of the building.

Duties and Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Primary focus of the position is to be the extension of the Management Office. With the approval of the Property Manager, the Resident Services Coordinator 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 personnel 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 Coordinator 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 direct supervisory role is generally limited to Front Desk Operations or other Concierge staff, if any, the Resident Services Coordinator 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 screening and delivery operations, Amenity Rental Event Coordination, BBQ, amenities reservation, 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, Developer, 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.
• Oversee scheduling and use of condominium amenity areas. Responsible for amenity rental event coordination. Submit requests by renters for extra personnel to the Management Office. Provide the Management Office with the schedule for the event in a timely manner. This will include setup requests and times. Provide guest list and event information to valet, security, housekeeping staff, and arrange for additional staffing as required within the cost and reimbursement provisions of the amenity reservation forms and procedures. Inspect facilities for cleanliness and damage prior to and after the event with accurate reports to the Management Office.
• 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.

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 Experience and Education

• 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 is essential.
• Must have the ability to learn and utilize specialized hospitality and related software required.

Supervision

Employee reports directly to the Association Manager of the community and is to take direction only from the Manager.

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 Behaviors

Preferred

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

Motivations

Preferred

Goal Completion: Inspired to perform well by the completion of tasks

Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization

Self-Starter: Inspired to perform without outside help