Guest Services Manager

AVE by Korman Communities • Santa Clara, CA

15d • $75,000 - $85,000 • Onsite

About The Position

Our hospitality-driven real estate brand is growing, and we are seeking hard-working and passionate top talent to grow their careers with us! If you are interested in being a pioneer with AVE as we continue to expand our portfolio of luxury flexible-stay apartment communities nationwide, apply today for an opportunity to join our award-winning team. For four consecutive years, AVE has been ranked in our tier as #1 Apartment Operator in the country, based on resident survey scores through the Kingsley Survey program!
What is a Guest Services Manager at AVE?
Guest Services Managers are the face of AVE and are responsible for setting a great first impression to residents, clients, prospects, and all other visitors to our hospitality-oriented, residential community. AVE's top priority is to provide a superior level of service to ensure our residents' needs are met and expectations are exceeded. Our Guest Services team members approach delivering AVE's high standards of service with a positive and enthusiastic attitude each and every day.
You will thrive in this role if...
You are proactive. Guest Services Managers anticipate and address residents' needs and urgently follow up on any questions or concerns as needed.
You have a hospitality-focused mindset. AVE has a unique twist on residential communities and specializes in short-term furnished apartments with a focus on hospitality. You will be responsible for providing high-touch customer service to our residents and guests every day.
You have an eye for detail. You will keep all reservations up-to-date with detailed notes and walk suites prior to guest arrival to ensure all AVE brand standards are met.
You have excellent communication skills. You will communicate with residents and guests directly by responding to requests via emails, phone calls, and face-to-face interactions. You will also communicate internally through coordination with management, maintenance, and housekeeping team members regarding move-ins, move-outs, make-readies, and work orders.
You are highly organized and skilled at multi-tasking. You will be responsible for day-to-day operations at the community, such as creating key cards, logging packages, check-in and check-out procedures, servicing the coffee station, and more.
You are a team player. You develop and maintain positive and professional relationships and actively contribute to the team achieving AVE's business goals.
You know and love your community. You will help residents and clients with directions and recommendations for points of interest in your area.
You have a passion for representing a luxury lifestyle. You will assist with sales efforts by greeting prospects with a smile and serve as a point of contact for VIP corporate clients.

Requirements

• Must have face-to-face customer service experience in the hospitality industry.
• Experience supervising the day-to-day operational responsibilities of a guest services team, including holding team members accountable.
• Strong interpersonal and relationship building skills.
• Professional verbal and written communication skills.
• Detail orientation and excellent organizational skills.
• Ability to problem solve as well as proactively alleviate potential resident concerns.
• Willingness to master and use industry systems and programs (Yardi and/or Orion experience is a plus!).
• Ability to work independently as well as in a team environment.
• Must be available to work the required full-time schedule of Tuesday through Friday 9:00am to 6:00pm and Saturday 9:00am to 5:00pm.

Nice To Haves

• Travel, relocation, corporate housing, or multifamily industry experience strongly preferred.
• Prior experience in a Front Office Manager or Supervisor position in the hotel industry preferred.
• Yardi and/or Orion experience is a plus!

Responsibilities

• Setting a great first impression to residents, clients, prospects, and all other visitors
• Provide a superior level of service to ensure our residents' needs are met and expectations are exceeded
• Anticipate and address residents' needs and urgently follow up on any questions or concerns as needed
• Providing high-touch customer service to our residents and guests every day
• Keep all reservations up-to-date with detailed notes
• Walk suites prior to guest arrival to ensure all AVE brand standards are met
• Communicate with residents and guests directly by responding to requests via emails, phone calls, and face-to-face interactions
• Communicate internally through coordination with management, maintenance, and housekeeping team members regarding move-ins, move-outs, make-readies, and work orders
• Creating key cards, logging packages, check-in and check-out procedures, servicing the coffee station, and more
• Develop and maintain positive and professional relationships and actively contribute to the team achieving AVE's business goals
• Help residents and clients with directions and recommendations for points of interest in your area
• Assist with sales efforts by greeting prospects with a smile and serve as a point of contact for VIP corporate clients.

Benefits

• Fun, positive, and collaborative work environment
• Robust training program and ongoing professional development opportunities
• Comprehensive benefits package including: PTO, medical, vision, dental, and 401k (permanent full-time roles only)
• Enjoy a special day to celebrate in your birthday month each year with paid Birthday Time Off (permanent part-time and full-time roles only)
• Opportunities to give back including: participation in AVE's regular drives and fundraisers in addition to paid Volunteer Time Off each year to volunteer with your non-profit organization of choice (permanent part-time and full-time roles only)
• Complimentary furnished apartment stays at any AVE location nationwide for personal travel (permanent part-time and full-time roles only)
• A career home! Tons of potential for long-term career advancement within a rapidly expanding organization

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 101-250 employees