Resident Services Coordinator

KW Property Management Careers•Aventura, FL

2d•Onsite

About The Position

The Resident Services Coordinator serves as an extension of the Management Office and is generally the first point of contact for building residents and guests. The role focuses on providing exceptional, hospitable service; helping attract and retain residents and guests; and ensuring residents can enjoy the building’s aesthetics, privacy, services, and amenities. With Property Manager approval, the Coordinator creates and updates policies and procedures for smooth, efficient, five-star Front Desk operations and supervises Front Desk personnel. The Coordinator also helps foster positive relationships by anticipating needs and exceeding expectations, and coordinates the work of maintenance, housekeeping, office, and other staff to provide seamless service. The position includes greeting residents and guests; addressing concerns with empathy and resourceful problem-solving; supporting resident communications and relationships; managing package delivery operations; coordinating amenity rentals and events; and overseeing theatre and business room reservations. The Coordinator maintains assigned areas professionally, follows check-in procedures, communicates concerns to management, directs inquiries outside the Front Desk’s scope to the Management Office, follows building rules and emergency procedures, and records incidents objectively. The role also prepares and publishes communications such as newsletters, email blasts, and website postings, and assists with mass mailings as directed. The position is full-time and non-exempt (hourly). Shifts may include 7:00 a.m.–3:30 p.m., 8:30 a.m.–5:00 p.m., or 3:00 p.m.–11:30 p.m., with flexible days of the week. Days and hours are determined by each building and may change to meet property business needs. The position is indoors in a condominium building, using equipment generally found in an office, with exposure to moderate or loud noise, pets, and a diverse population. The employee may need to sit, stand, reach, lift, bend, kneel, stoop, climb, push, and pull items weighing up to 30 pounds. The Coordinator reports directly to the Association Manager of the community and takes direction only from the Manager. KW Property Management & Consulting is a drug-free workplace and an equal opportunity employer.

Requirements

Previous experience in a similar position and setting, such as a hotel, is required.
High school diploma or equivalent is required.
Excellent communication skills are required.
Excellent writing skills are required.
Excellent interpersonal skills and strong English communication skills are essential.
Strong grasp of commonly used computer applications, including MS Office Suite, is required.
Ability to learn and use specialized hospitality and related software is required.
Ability to produce clear, concise notices and reports and present basic analysis with professional presentation quality is essential.
Ability to follow written and oral instructions and procedures.
Ability to meet the physical demands of the role, including lifting, pushing, and pulling items weighing up to 30 pounds.

Nice To Haves

A two-year or higher college degree is preferred.
Conversational ability or fluency in other languages, especially Spanish, is desirable.

Responsibilities

Serve as an extension of the Management Office and as a primary point of contact for residents and guests.
With Property Manager approval, create and update policies and procedures for Front Desk operations.
Supervise Front Desk personnel and coordinate Concierge staff, if applicable.
Anticipate resident needs and provide gracious, hospitable service that supports positive resident relationships.
Coordinate maintenance, housekeeping, office, and other staff to provide seamless service to residents and guests.
Maintain assigned areas in a professional and presentable condition, keeping personal items out of view.
Greet guests in a standing, upright position and provide professional customer service.
Respond to resident and guest concerns with empathy and resourceful problem-solving, and promptly communicate concerns to the Management Office.
Respect residents’ and guests’ privacy, perspectives, priorities, time, and resources.
Coordinate with office administrative staff to maintain and update unit-owner information in the computer database as assigned.
Follow all check-in policies and procedures and use professional telephone etiquette.
Direct inquiries about Association matters outside the Front Desk Manual or Concierge duties to the Management Office.
Know the Rules and Regulations and report observed violations.
Record incident facts using the 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.
Submit renters’ requests for additional personnel to the Management Office and provide event schedules and setup requirements in a timely manner.
Provide guest lists and event information to valet, security, and housekeeping staff, and arrange additional staffing as required by reservation procedures and cost provisions.
Inspect facilities for cleanliness and damage before and after events and provide accurate reports to the Management Office.
Prepare and publish communications from Management to residents and guests, including newsletters, email blasts, and website postings.
Assist with mass mailings at the Manager’s direction.
Follow emergency-response standards and coordinate with Management, the Chief Engineer, or Fire Rescue/Police services.
Assist Management with hurricane, disaster, and emergency preparedness and response, including resident communications and awareness of special evacuation needs.
Manage or support package delivery operations, theatre and business room reservations, and greeting residents and guests.