Resident Services Coordinator

KW Property Management Careers•Miami Beach, FL

5h•Onsite

About The Position

The Resident Services Coordinator serves as the primary extension of the Management Office, focusing on the smooth and efficient operation of Front Desk services at a 5-star level. This role involves creating and updating policies and procedures for Front Desk operations with the approval of the Property Manager and supervising Front Desk personnel. A secondary focus is to ensure residents experience optimal enjoyment of the building's aesthetics, privacy, services, and amenities by anticipating needs and exceeding expectations. While direct supervision is typically limited to Front Desk or Concierge staff, the Coordinator acts as a 'chief of protocol' to ensure seamless coordination between maintenance, housekeeping, and office staff for resident and guest services. The position also assists the management office with resident communications and relationships, package delivery operations, amenity rental event coordination, reservations for various rooms, and greeting residents and guests. Maintaining assigned areas professionally, adhering to customer service standards, responding to concerns with empathy, and respecting resident privacy are key aspects of this role. The Coordinator is responsible for updating resident information, following check-in procedures, professional phone etiquette, overseeing amenity scheduling and rentals, coordinating event details with various departments, inspecting facilities, and managing resident communications such as newsletters and email blasts. The role also involves assisting with emergency preparedness and response, including hurricane and disaster planning, with a focus on resident communication and evacuation needs.

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.

Responsibilities

Create and update necessary policy and procedures required to run the Front Desk operations smoothly and efficiently at a 5-star level.
Supervise the Front Desk personnel in regards to policy and procedure implementation.
Ensure residents receive optimum enjoyment of building aesthetics, privacy, services and amenities.
Seek opportunities to create memories and build positive resident relationships with the Building and the Association by anticipating needs and exceeding expectations.
Facilitate well-orchestrated coordination of maintenance, housekeeping and office staff to deliver gracious, seamless service to residents and guests.
Assist management office with resident communications and relationships.
Manage package delivery operation.
Coordinate Amenity Rental Events.
Manage Theatre and Business Room Reservations.
Greet residents and guests.
Maintain assigned areas in a professional and presentable condition.
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.
Make all phone calls to residents in a clear and professional manner.
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 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, including setup requests and times.
Provide guest list and event information to valet, security, housekeeping staff and arrange for additional staffing as required.
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.
Assist 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.