Resident Liaison Supervisor

Onni Group • Chicago, IL

9d

About The Position

The Resident Liaison Supervisor leads the Resident Liaison team, responds to resident feedback, and supports consistent, high-level customer service by assessing resident needs and developing creative solutions. The role oversees team performance and collaboration, provides recommendations and personal touches that contribute to an Elevated Living Experience, and supports the broader portfolio by traveling between sites as needed for strategic and operational priorities.

The position also performs resident and guest service duties, including assisting with arrivals and departures, handling inquiries and requests, supporting resident care, coordinating deliveries and move-ins and move-outs, maintaining local information, and providing basic technical troubleshooting. The role may also be asked to perform other property-related tasks.

Requirements

• High school degree or equivalent.
• Proficiency in MS Project, MS Outlook, MS Word, MS Excel, and MS Windows.
• Excellent customer service orientation and interpersonal skills.
• Excellent oral and written communication skills.

Responsibilities

• Lead and oversee the Resident Liaison team, supporting quality performance and effective collaboration.
• Assess resident needs, respond to feedback and concerns, and develop creative solutions while providing a high level of customer service.
• Manage resident interactions professionally, accommodate special requests where possible, and respond accurately and promptly to inquiries.
• Provide information and recommendations about property services, amenities, local attractions, restaurants, directions, operating hours, and team contacts.
• Greet guests, verify reservations, and assist with check-in and check-out processes.
• Handle guest payments and credit card transactions, and maintain accurate financial records.
• Organize resident belongings, messages, and incoming or outgoing packages; store and retrieve personal luggage and belongings.
• Assist the leasing team with scheduling and organizing property tours.
• Keep property collateral and information about local restaurants, museums, attractions, maps, and other points of interest current.
• Maintain knowledge of city activities and contacts with local solution providers to assist with information, ticketing, and reservations.
• Use software programs to record special arrangements and ensure billing is completed accurately and promptly.
• Assist with processing Resident Care requests received in person or by telephone.
• Provide basic technical troubleshooting for guest suite services, including cable, internet, TV movies, games, and web service.
• Coordinate the point of entry for solution-provider deliveries and resident move-ins and move-outs.
• Assign guest parking spaces and issue parking passes.
• Oversee the bicycle-sharing program.
• Travel between sites as needed to support portfolio priorities.
• Comply with workplace rules and standards of conduct, and interact professionally with team members.
• Perform other property-related tasks as needed.

Benefits

• Competitive pay and a comprehensive benefit package.
• Health Saving Account.
• Flexible Saving Account.
• Employee Assistance Program.
• Annual education allowance.
• Referral program.
• Team-building events and a collaborative company culture.
• Friends and family rates for Level Hotels & Furnished Suites, The Opus Hotel, and The Emily Hotel.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED