Resident Services Coordinator

KW PROPERTY MANAGEMENT AND CONSULTING•Aventura, FL

3d•Onsite

About The Position

The Resident Services Coordinator helps attract and retain residents and guests and is generally the building’s first point of contact. The role extends the Management Office by overseeing Front Desk operations, supervising Front Desk personnel and other Concierge staff as applicable, and helping establish and update procedures with the Property Manager’s approval. The Coordinator promotes residents’ enjoyment of the building’s aesthetics, privacy, services, and amenities by anticipating needs and delivering hospitable service. The role also coordinates maintenance, housekeeping, and office staff to provide seamless service and assists with resident communications and relationships. Responsibilities include greeting residents and guests, responding to concerns, handling phone calls and check-ins, coordinating package delivery and amenity reservations and events, maintaining unit-owner information, and publishing resident communications. The Coordinator follows building rules and procedures, documents incidents factually, reports rule violations, and supports emergency and disaster preparedness and response. This is a full-time, non-exempt hourly position. 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.; days and hours are determined by building needs and may change to accommodate the property’s business needs.

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.
Excellent interpersonal skills and strong English communication skills.
Strong grasp of commonly used computer applications, including the MS Office Suite.
Ability to prepare clear, concise notices and reports and present basic analysis professionally.
Ability to learn and use specialized hospitality and related software.
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 two-year or higher college degree.
Conversational ability or fluency in other languages, especially Spanish.

Responsibilities

Create and update Front Desk policies and procedures with the Property Manager’s approval, and supervise Front Desk personnel in their implementation.
Promote residents’ enjoyment of building aesthetics, privacy, services, and amenities by anticipating needs and providing gracious, hospitable service.
Coordinate maintenance, housekeeping, and office staff to support seamless service to residents and guests.
Assist the Management Office with resident communications and relationships.
Coordinate package delivery, amenity rental events, theatre and business room reservations, and greeting residents and guests.
Keep assigned areas professional and presentable, with personal items and electronics out of view.
Greet guests while standing and provide high-quality customer service.
Address resident and guest concerns empathetically, communicate them promptly to the Management Office, and direct out-of-scope inquiries to that office.
Respect residents’ and guests’ privacy, perspectives, priorities, time, and resources.
Coordinate with administrative staff to maintain and update unit-owner information in the computer database as assigned.
Follow check-in policies and procedures and use professional phone etiquette when contacting residents and receiving calls.
Know the Rules and Regulations, report observed violations, and document incident facts using designated logs or reports without subjective opinions or judgments.
Oversee scheduling and use of condominium amenity areas and coordinate amenity rental events, including requests for additional personnel, event schedules and setup, guest lists, staffing, and communications with relevant staff.
Inspect amenity facilities for cleanliness and damage before and after events and report findings to the Management Office.
Prepare and publish Management communications, including newsletters, email blasts, and website postings, and assist with mass mailings at the Manager’s direction.
Follow emergency-response procedures in coordination with Management, the Chief Engineer, or fire rescue and police services; assist with disaster preparedness and response, including resident communications and awareness of special evacuation needs.