Director of Resident Relations

Mirabelle•Miami, FL

5d•Onsite

About The Position

The Director of Resident Relations (DRR) serves as the organization’s official representative at the front desk and on the telephone. The role answers incoming calls and handles outgoing calls pleasantly, greets visitors and residents, and performs related clerical duties as workload permits. The position oversees front-desk staffing from 8:00 AM to 8:00 PM, Monday through Sunday, and supports hospitality, first impressions, concierge services, and marketing inquiries.

Responsibilities

Answer telephones and handle inquiries according to company protocols.
Ensure staff receive ongoing telephone training in coordination with the Marketing Director.
Greet visitors and prospects according to company protocol.
Keep the reception area and first-floor common areas clean and well maintained, including vacuuming carpets, cleaning doors and windows, arranging furnishings and reading materials, maintaining plants, and managing lighting and window coverings.
Oversee the availability of morning coffee and pastries and afternoon refreshments.
Check public restrooms three times daily and notify housekeeping as needed.
Maintain the front porch and porte cochere area according to Arbor Way standards.
Distribute newspapers to residents during breakfast.
Coordinate outside services for residents, such as dry cleaning and transportation.
Distribute mail and packages.
Maintain guest-meal and agency sign-in logs and beauty shop appointment records.
Maintain employee contact information, the daily resident census, and the schedule for doctors’ appointments.
Monitor and prepare office-supply orders, monitor the postage meter, and order employee nametags and resident nameplates.
Route marketing inquiry calls to the appropriate department head and gather inquiry information when necessary.
Keep monthly newsletters, calendars, brochures, and community information available; mail marketing information to inquiries on the same business day.
Follow protocol for walk-in traffic, arrange tours with appropriate staff, give tours as needed, and schedule appointments for return visits.
Take pictures of residents, families, and friends; print and provide the photos in an appropriate frame.
Oversee front-desk staffing from 8:00 AM to 8:00 PM, Monday through Sunday; keep the written schedule at the desk and track and reconcile actual versus worked hours.
Perform other duties as assigned.