Resident Relations Manager- Luxury High-Rise ( Lumina)

About Action Property Management With a legacy spanning four decades, Action Property Management has become the premier choice for homeowner’s association management. Founded in 1984, we’re the largest privately owned HOA management company in the West, serving over 300 communities across nine offices with a dedicated team of nearly 900 professionals. Position Overview Resident Relations Manager leading the Resident Relations and Concierge team at Lumina, one of San Francisco’s premier luxury high‑rise communities. The role requires a hospitality professional with experience in luxury hotels, high‑rise residential communities, private clubs, or premium guest service environments. Compensation Up to $90,000 base/year, plus benefits and perks. Schedule Onsite Monday‑Friday (8 a.m.–5 p.m.) PST. Must be flexible for occasional nights, weekends, or special events. Key Responsibilities Hire, train, mentor, and support the front desk team to ensure consistent high‑quality service. Schedule and oversee front desk shifts, ensuring appropriate coverage. Conduct training sessions for new staff and provide ongoing development opportunities. Create SOPs for the Front Desk team and present them to AGM and GM for review. Deliver an exceptional resident and guest experience through consistent, high‑quality service. Serve as the primary escalation point for resident concerns and service‑related issues. Build positive relationships with residents and respond to inquiries in a timely, professional manner. Support resident engagement initiatives, community events, and special programs. Oversee daily front desk operations to ensure efficiency, professionalism, and service excellence. Develop, implement, and maintain departmental SOPs in collaboration with the Management team. Ensure compliance with company policies, operational procedures, and community standards. Coordinate with other departments to ensure seamless property operations. Manage and track front desk supplies and maintain orderly workspace. Conduct coaching sessions, document disciplinary actions, and manage employee retention budget. Train Concierge Associates in emergency response protocols. Collaborate with Management on holiday décor in lobbies. Manage KeyTrak system to maintain accurate key inventory. Ensure team members are trained on emergency procedures and response protocols. Oversee key control systems and ensure proper security procedures are followed. Assist with incident documentation and, when required, review security footage. Support overall safety and security initiatives for the community. Maintain accurate records, logs, and reports related to front desk activities. Order supplies and uniforms for the team. Assist in preparing weekly and monthly operational reports for the General Manager. Review and approve team timecards. Participate in management meetings and contribute to operational planning and process improvements. Perform additional duties assigned by management. Required Skills / Abilities Minimum 3 years of experience in luxury hospitality, residential property management, customer service, or related service‑focused environments. Minimum 2 years of supervisory or management experience. Strong leadership, communication, and interpersonal skills. Demonstrated ability to resolve resident or guest concerns professionally and effectively. Experience developing SOPs, training programs, and service standards preferred. Strong organizational skills with ability to manage multiple priorities. Proficiency with Microsoft Office and related technology applications. Flexibility to work evenings, weekends, holidays, and special events as needed. Education / Certifications High School Diploma or equivalent required. Bachelor’s degree in Hospitality Management, Business Administration, or related field preferred. Physical Requirements Prolonged periods sitting at a desk and working on a computer. Ability to move throughout the property as needed. Capability to lift up to 25 pounds as needed. Benefits Competitive salary, health insurance, and 401(k) matching for qualifying team members. Vacation, sick time, holiday pay, and birthday holiday. Access to industry‑leading tools and resources that drive efficiency and success. Dedicated opportunities for career growth and development. EEO Statement Action Property Management is an Equal Opportunity Employer and Supports a Drug Free Workplace. Pursuant to the San Francisco and Los Angeles Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. #J-18808-Ljbffr Action Property Management