Resident Services Supervisor

KW PROPERTY MANAGEMENT AND CONSULTING•Miami, FL

8h•Onsite

About The Position

The Resident Services Supervisor is a key member of the KW PROPERTY MANAGEMENT & CONSULTING team, expected to embody the company's mission and GREAT values. This role serves as an extension of the Management Office, with a primary focus on ensuring smooth and efficient Front Desk operations at a 5-star level, including the supervision of Front Desk personnel. A secondary focus is to enhance residents' enjoyment of the building's aesthetics, privacy, services, and amenities by anticipating needs and building positive relationships. The Supervisor acts as a 'chief of protocol,' coordinating various staff (security, valet, maintenance, housekeeping, office) to deliver seamless service, and leads by example to foster a positive image of the company and its stakeholders. This position also involves assisting the Management Office with resident communications and relationships.

Requirements

Excellent English verbal and business-level writing skills.
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.
Ability to learn and utilize specialized hospitality and related software.
Experience managing events.

Nice To Haves

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

Responsibilities

Create and update necessary policies and procedures for Front Desk operations with Property Manager approval.
Supervise Front Desk personnel.
Ensure residents receive optimum enjoyment of building aesthetics, privacy, services, and amenities.
Seek opportunities to create positive resident relationships by anticipating needs and exceeding expectations.
Coordinate security, valet, maintenance, housekeeping, and office staff for seamless service delivery.
Foster a positive image of owners, boards of directors, management team, and service providers.
Assist Management Office with resident communications and relationships.
Manage Front Desk Operations including package delivery, amenity rental event coordination, reservations, and greeting residents/guests.
Supervise Front Desk Security Officer in proper protocols.
Maintain Front Desk and other assigned areas in a professional and presentable condition.
Greet all guests in a standing upright position with high-quality customer service.
Respond to resident and guest concerns with empathy and problem-solving.
Respect resident and guest privacy, perspective, priorities, time, and resources.
Maintain and update 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 inquiries beyond Front Desk scope to the Management Office.
Be well-versed in Rules and Regulations and report any violations.
Use designated forms to record incident facts without personal opinions.
Receive all telephone calls in a professional manner.
Oversee scheduling and use of condominium amenity areas.
Coordinate amenity rental events, including submitting requests for extra personnel and providing event schedules and information to relevant staff.
Inspect facilities for cleanliness and damage before and after events.
Make recommendations for capital improvements to the condominium building.
Manage content and publication of communications from Management to residents and guests (e.g., newsletters, email blasts, website postings).
Assist with mass mailings as directed by the Manager.
Follow policies regarding lost and found items and package deliveries.
Follow all standards policies and procedures for emergency response, coordinating with Management, Chief Engineer, or Fire Rescue/Police services.
Assist Management with hurricane/disaster/emergency preparedness and response, focusing on resident communications and evacuation needs.