Resident Engagement Specialist

Amenity & Resident Engagement Coordinator

The Amenity & Resident Engagement Coordinator is responsible for overseeing and enhancing the daily operations of the property's premium amenities while supporting and coordinating all aspects of residential life within the community. This combined role ensures that all amenities are well-maintained, fully operational, and provide exceptional experiences for residents. The position also works closely with residents to foster a welcoming atmosphere, engaging community events, and outstanding customer service. This role requires a detail-oriented individual with excellent communication and organizational skills, a passion for delivering elevated service, and the ability to manage multiple priorities in a fast-paced environment.

Essential Duties And Responsibilities

Amenity Operations & Maintenance

• Oversee the daily operations of all residential amenities, including basketball court, co-working lounge (with coffee machine and PrintWithMe printer), indoor lap pool, spa services, and gym.
• Ensure all amenities are clean, well-maintained, and fully operational at all times.
• Schedule and supervise regular maintenance and inspections to ensure safety and functionality.
• Collaborate with the maintenance team to address repairs or upgrades needed for any amenity areas.
• Monitor inventory for necessary supplies (e.g., fitness equipment, cleaning materials, coffee supplies, printer paper/ink) and manage replenishment.

Resident & Guest Engagement

• Serve as the primary point of contact for residents and guests, warmly welcoming them to the property and addressing inquiries, feedback, or concerns related to amenities and residential life.
• Create a welcoming and inclusive atmosphere for all residents using the amenities and common areas.
• Provide residents with information on how to maximize use of amenities, including rules and safety guidelines.
• Provide personalized services such as cold towels poolside, distributing rock climbing harnesses, and ensuring all spaces are clean and ready for resident reservations.
• Address resident complaints or concerns promptly and professionally, ensuring a positive resident experience.
• Act as a liaison between residents and the property management team to coordinate service requests, maintenance needs, and other resident inquiries.

Event Planning & Programming

• Plan, organize, and execute resident events that foster community engagement and enhance resident satisfaction.
• Manage bookings and reservations for amenities, ensuring proper setup and resident satisfaction.
• Coordinate with local vendors and partners to provide unique experiences for residents.

Concierge Lead

• Oversee the concierge team, including scheduling, coordinating daily activities, and ensuring consistent, high-quality service delivery.
• Train and mentor concierge staff to uphold the property's service standards, addressing any resident or guest concerns promptly and professionally.

Community Outreach & Communication

• Create and distribute event calendars, announcements, and other communications materials via email, application, and community boards.
• Ensure that amenity hours and availability are clearly communicated through digital signage, property website, and resident newsletters.
• Manage vendor relationships.

Health, Safety & Compliance

• Ensure all amenities are in compliance with local health and safety regulations.
• Monitor and enforce amenity rules and guidelines to ensure resident safety and a respectful atmosphere.
• Work with the security team to monitor amenity usage, especially during peak times, to ensure safety and prevent misuse.
• Ensure cleanliness and hygiene standards are upheld, especially in high-touch areas like the health club, pool, spa, bowling alley, and party room.

Technology & Equipment Management

• Oversee the operation and functionality of amenity-related technology, including the PrintWithMe printer, coffee machine, screening room equipment, bowling alley systems, and other equipment used in co-working, fitness, and entertainment spaces.
• Ensure technology is updated and maintained regularly.
• Coordinate with the Management Office and/or maintenance staff for any necessary upgrades or troubleshooting of equipment.

Data Management & Reporting

• Log and maintain accurate records of resident interactions, event participation, resident profiles, and other relevant information to ensure all team members have a clear understanding of resident needs and preferences.
• Utilize property management software to manage and track data.
• Provide regular updates and reports on amenity usage, maintenance issues, and resident satisfaction to management.

Maintain Common Areas

• Ensure the appearance and upkeep of communal areas to create a welcoming environment, coordinating with the property team to address any areas needing attention.

Qualifications & Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education & Experience

• Possesses at least a 4-year college degree.
• 5 years of relevant experience is required.
• Previous experience in customer service, hospitality, property management, or a related field.
• Experience managing or overseeing concierge or guest service staff is required.
• Experience in the Real Estate/Property Management industry a plus.

Language Skills

• All candidates must possess proficiency in reading and writing in the English language.
• Ability to write reports and business correspondence.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Special Skills

• Must possess strengths in verbal, technical and written communications; ability to adapt communications/presentations and deliver clear and concise reports and analysis to senior management.
• Requires the ability to maintain data integrity and accuracy and use data to identify and solve problems.
• Requires the ability to articulate ideas to both technical and non-technical audiences, particularly in the use of residential applications and smart home technology.
• Requires ability to plan, organize, and prioritize multiple tasks within a defined time period.
• Requires ability to model and describe leadership (integrity, drive, courage, and initiative) in personal and professional experiences.
• Requires strong conceptual and analytical skills.
• Requires excellent interpersonal skills.
• Ability to function autonomously as well as part of a team.
• Ability to meet deadlines and work in an evolving environment.
• Maintain confidentiality of all company and resident information.
• Maintain a clean and organized workspace.
• Ability to work a flexible schedule, including evenings and weekends for resident events.
• Ability to travel when required.

Technology Proficiency

• High proficiency in using Microsoft Office apps including Outlook, Word, Excel, PowerPoint, OneNote, and OneDrive/SharePoint.
• Experience with collaboration apps including Teams, Zoom, and WebEx.
• Experience with Apple iOS devices.
• Proficiency with property management or customer relationship management software is a plus.

Customer Service

• Strong organizational and multitasking skills, with an ability to manage multiple priorities in a fast-paced environment.
• Excellent interpersonal skills and a passion for creating a welcoming and enjoyable resident experience.
• Creativity and initiative in developing an engaged community with memorable events and experiences.

Physical Demands

• While performing the duties of this job, the employee is regularly required to handle, or feel objects, tools, or controls; and reach with hands and arms and to talk or hear.
• The employee frequently is required to stand, walk, and sit.
• The employee is occasionally required to climb or balance; stoop, kneel, crouch, or crawl and smell.
• The employee must frequently lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, and depth perception.
• Ability to walk up 3 flights of stairs, multiple times a day, 5,000 steps/day including in inclement weather.

Equal Opportunity Employer

Benefits:

• 401(k)
• 401(k) matching
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account