Resident Services Coordinator

KW Property Management Careers•Miami, FL

12h•Onsite

About The Position

The Resident Services Coordinator serves as an extension of the Management Office and is generally the building’s first point of contact for residents and guests. The role provides exceptional, hospitable customer service and useful information, supports resident relationships, and helps ensure residents can enjoy the building’s aesthetics, privacy, services, and amenities. With Property Manager approval, the coordinator creates and updates procedures for smooth, efficient, five-star Front Desk operations and supervises Front Desk personnel. The role also coordinates with maintenance, housekeeping, office, and other staff to provide seamless service. The coordinator oversees Front Desk operations, package delivery, amenity reservations and event coordination, theatre and business room reservations, resident and guest greetings, and resident communications. Responsibilities include maintaining unit-owner information, applying check-in policies, documenting incidents factually, reporting rule violations and concerns, publishing management communications, and assisting with emergency and disaster preparedness. The position is full-time, non-exempt (hourly), with days and hours determined by the building’s needs; schedules may change to accommodate property business needs. The employee reports directly to the Association Manager and takes direction only from the Manager.

Requirements

Previous experience in a similar position and setting, such as a hotel, is required.
High school diploma or equivalent is required.
Excellent communication and writing skills are required.
Excellent interpersonal skills and strong English communication skills are essential.
Strong grasp of commonly used computer applications, including the MS Office Suite, is required.
Ability to learn and use specialized hospitality and related software is required.
Ability to prepare clear, concise notices and reports and present basic analysis with a professional standard of presentation is essential.
Ability to sit, stand, reach, lift, bend, kneel, stoop, climb, push, and pull items weighing 30 pounds or less.
Manual dexterity, auditory and visual skills, and ability to follow written and oral instructions and procedures.

Nice To Haves

A college degree of two years or above is preferred.
Conversational ability or fluency in additional languages, especially Spanish, is desirable.

Responsibilities

Create and update Front Desk policies and procedures with Property Manager approval, and supervise Front Desk personnel.
Promote residents’ enjoyment of building aesthetics, privacy, services, and amenities through gracious, anticipatory service and positive relationship-building.
Coordinate maintenance, housekeeping, office, and other staff to deliver seamless service to residents and guests.
Provide Front Desk services, including package delivery, greeting residents and guests, and coordinating amenity rentals, events, theatre reservations, and business room reservations.
Maintain assigned areas in a professional, presentable condition and greet guests while standing upright.
Respond empathetically and resourcefully to resident and guest concerns, communicate concerns promptly to the Management Office, and refer inquiries outside the Front Desk Manual or concierge scope to that office.
Coordinate with administrative staff to maintain and update unit-owner information in the computer database as assigned.
Follow all check-in policies and procedures and communicate with residents by phone professionally.
Know the Rules and Regulations and report observed violations.
Record incident facts using designated Daily Log and/or Incident Report forms, without subjective opinions or judgments.
Oversee scheduling and use of condominium amenity areas and coordinate amenity rental events, including event schedules, setup requests, guest lists, staff coordination, and additional staffing requests within applicable cost and reimbursement provisions.
Inspect amenity facilities for cleanliness and damage before and after events and provide accurate reports to the Management Office.
Prepare and publish management communications for residents and guests, including newsletters, email blasts, and website postings, and assist with mass mailings as directed by the Manager.
Follow emergency response procedures and coordinate with Management, the Chief Engineer, or Fire Rescue and Police services.
Assist Management with hurricane, disaster, and emergency preparedness and response, including resident communications and awareness of special evacuation needs.