Resident Services Supervisor

KW Property Management Careers•Miami, FL

13d•Onsite

About The Position

The Resident Services Supervisor acts as an extension of the Management Office, capable of serving as a Service Manager during nights and weekends when the Management Office is not open. This role involves ensuring residents receive optimum enjoyment of building aesthetics, privacy, services, and amenities, while also seeking opportunities to build positive resident relationships. The supervisor leads by example, fosters a positive image, and assists the Management Office with resident communications. This position requires managing Front Desk Operations, maintaining professional appearance of assigned areas, greeting guests, responding to concerns with empathy, respecting resident privacy, and following all check-in policies. The role also involves overseeing scheduling and use of condominium amenity areas, coordinating amenity rental events, making recommendations for capital improvements, and managing content and publication of resident communications. The Resident Services Supervisor is responsible for emergency response coordination and assisting with disaster preparedness. The employee reports directly to the Association Manager.

Requirements

Excellent English verbal and business level writing skills required.
Bachelor’s Degree or equivalent combination of life experience and industry training.
1 to 3 years concierge or similar level of hospitality customer service experience.
Basic proficiency in Word and Excel to provide clear, concise notices and reports and to present basic analysis with professional presentation quality.
Ability to learn and utilize specialized hospitality and related software required.
Experience managing events.

Nice To Haves

Bi-lingual capabilities in Spanish and/or other languages preferred.

Responsibilities

Create and update necessary policy and procedures for Front Desk operations with approval from the Property Manager.
Supervise Front Desk personnel.
Ensure residents receive optimum enjoyment of building aesthetics, privacy, services, and amenities.
Seek opportunities to create memories and build positive resident relationships.
Act as “chief of protocol” to facilitate well-orchestrated coordination of security, valet, maintenance, housekeeping, and office staff.
Lead by example to foster a positive image of all owners, management team, and building service providers.
Assist Management Office with resident communications and relationships.
Manage Front Desk Operations, including package delivery, amenity rental event coordination, theatre and business room reservations, and greeting residents and guests.
Supervise Front Desk Security Officer in proper protocols when speaking with residents and guests.
Maintain Front Desk, Concierge, and other assigned areas in a professional and presentable condition.
Greet all guests in a standing upright position.
Respond to all resident and guest concerns with empathy and resourceful problem-solving.
Respect resident and guest privacy, perspective, priorities, time, and resources.
Maintain and update all unit owner information in the computer database.
Follow all “check-in” policies and procedures.
Promptly communicate resident and guest concerns to the Management Office.
Direct all inquiries regarding Association affairs not addressed in the Front Desk Manual or beyond Concierge scope to the Management Office.
Be well versed in the Rules and Regulations and report any violations.
Use designated Daily Log and/or Incident Report forms to record facts of incidents.
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 events, 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 events with accurate reports to Management Office.
Make recommendations to the Management Office on capital improvements to the condominium building.
Responsible for content and publication of various communications from Management to residents and guests.
Assist with mass mailings at Manager’s direction.
Follow Policy regarding lost and found items and package deliveries.
Follow all standards policies and procedures with regards to emergency response.
Assist Management with hurricane/disaster/emergency preparedness and response.