Resident Services Supervisor

KW Property Management Careers•Miami, FL

7d•Onsite

About The Position

The Resident Services Supervisor role is 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 position requires the ability to create and update policies and procedures for Front Desk operations to ensure smooth and efficient 5-star service. The supervisor is responsible for ensuring residents receive optimum enjoyment of building aesthetics, privacy, services, and amenities, seeking opportunities to build positive resident relationships. The role acts as a "chief of protocol" to coordinate security, valet, maintenance, housekeeping, and office staff for seamless service delivery, smoothing over any occasional issues. The Resident Services Supervisor leads by example to foster a positive image of the community and assists the Management Office with resident communications and relationships.

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

Manage Front Desk Operations, including package delivery, amenity rental event coordination, theatre and business room reservations, and greeting residents and guests.
Supervise Front Desk personnel and security officers in proper protocols.
Maintain Front Desk, Concierge, and other assigned areas in a professional and presentable condition.
Greet all guests in a standing upright position, maintaining the highest quality of customer service.
Respond to resident and guest concerns with empathy and resourceful 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 regarding Association affairs 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 incident facts.
Receive all telephone calls in a professional manner.
Oversee scheduling and use of condominium amenity areas.
Responsible for amenity rental event coordination, including submitting requests for extra personnel, providing event schedules, setup requests, guest lists, and coordinating with valet, security, and housekeeping staff.
Inspect facilities for cleanliness and damage before and after events, providing accurate reports to the Management Office.
Make recommendations to the Management Office on capital improvements.
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 the Manager's direction.
Follow policies regarding lost and found items and package deliveries.
Follow all standards policies and procedures regarding emergency response.
Assist Management with hurricane/disaster/emergency preparedness and response, with emphasis on resident communications and knowledge of special evacuation needs.