Resident Services Coordinator

KW Property Management Careers•Miami, FL

2d•Onsite

About The Position

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 for guests. This position provides exceptional customer service to include 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 Concierge 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 Concierge 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 direct supervisory role is generally limited to Front Desk Operations or other Concierge staff, if any, the Resident Services Concierge 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, 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 a 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 positive image of 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 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 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 to 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 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.

Requirements

Previous experience in a similar position and in a similar setting; such as a hotel is required.
High school diploma or equivalent required
Excellent communication skills required.
Excellent writing skills required for the position.
Excellent interpersonal skills and strong English communication skills are essential.
Strong grasp of generally used computer application 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.

Nice To Haves

a 2-year or above college degree preferred.
Conversational ability or fluency in other languages, especially Spanish, is always desirable and may also be required at particular site(s).

Responsibilities

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
Ensure residents receive optimum enjoyment of building aesthetics, privacy, services and amenities.
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.
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.
Assists management office with resident communications and relationships.
Package delivery operation
Amenity Rental Event Coordination
Theatre and Business Room Reservations
Greeting of residents and guests
Maintain assigned areas in a professional and a presentable condition
Respond to all resident and guest concerns with empathy and resourceful problem-solving while maintaining positive image of Association, Developer and Management team.
Promptly communicate resident and guest concerns to the Management Office.
Coordinate with office administrative staff to maintain and update all unit owner information in computer database as assigned.
Follow all “check-in” policies and procedures without any exceptions.
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 to 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.
Inspect facilities for cleanliness and damage prior to and after the event with accurate reports to Management Office.
Responsible for content and publication of various communications from Management to residents and guests, e.g., monthly newsletter, email blasts, website postings.
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.