Resident Services Supervisor (Overnight)

Job Description

Job Description

Resident Services Supervisor includes the duties of a Front Desk Manager but must be capable of serving as a Service Manager during nights and/or weekends when the Management Office is not open.  Attendance at meetings or training in addition to regularly scheduled duty hours and assisting with emergency service duties may be required. 

As a team member of KW PROPERTY MANAGEMENT & CONSULTING, you are expected to understand and support the mission statement of the company and practice our GREAT values every day. These values include but are not limited to greeting and smiling; showing respect with name recognition and eye contact; accepting the empowerment to exceed everyone's expectations and showing enthusiasm for your position and duties;  being accountable to show a positive attitude and accountable for your actions; and be trustworthy in your duties and transparent in everything you do. These are our GREAT values and part of your work practices and expected as part of your daily activities while working at KW Property Management and Consulting.

Duties and Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Primary focus of the position is to be the extension of the Management Office. With the approval of the Property Manager the Resident Services Supervisor is to create and update any necessary policy and procedures required to run the Front Desk operations smoothly and efficiently at a 5-star level.  Supervision of the Front Desk personnel in this regard is a must. 
• Secondary focus of the position is to ensure residents receive optimum enjoyment of building aesthetics, privacy, services and amenities. The Resident Services Concierge seeks opportunities to create memories and build positive resident relationships with the Building and the Association by anticipating needs and exceeding expectations with creative, gracious and hospitable delivery of services.
• While direct supervisory role is generally limited to Front Desk Operations or other Concierge staff, if any, the Resident Services Concierge acts as “chief of protocol” to facilitate well-orchestrated coordination of security, valet, maintenance, housekeeping and office staff to deliver gracious, seamless service to residents and guests. As such, incumbent’s focus is to smooth over, not exaggerate, occasional gaps or gaffs.
• Resident Services Supervisor leads by example to foster positive image of all owners (including developer and unit owner boards of directors, management team and building service providers.
• The incumbent assists Management Office with resident communications and relationships.
• Manage Front Desk Operations to include but are not limited to package delivery operation, Amenity Rental Event Coordination, Theatre and Business Room Reservations, Greeting of Residents and Guests, supervising 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 a presentable condition, with no food, drink, and personal items, including personal cell phones and earpieces, other electronics, books, magazines, etc., in view or impeding access to Front Desk and/or Concierge equipment, references or other tools.
• Greet all guests in a standing upright position as they enter the community maintaining the highest quality of customer service.
• Respond to all resident and guest concerns with empathy and resourceful problem-solving while maintaining positive image of Association, Developer and Management team.
• Respect resident and guest privacy, perspective, priorities, time and resources.
• Maintain and update all unit owner information in computer database as assigned.
• Follow all “check-in” policies and procedures without any exceptions. 
• Promptly communicate resident and guest concerns to Management Office. Direct all inquiries regarding all Association affairs not addressed in the Front Desk Manual or beyond Concierge scope of duties to the Management Office.
• Be well versed in the Rules and Regulations and to report any violations that are noticed at any time. Use designated Daily Log and/or Incident Report forms to record “who, what, where, when” facts of the incident, without personal opinions or judgments.
• 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 the event in a timely manner.  This will include setup requests and times.  Provide guest list and event information to valet, security, housekeeping staff and arrange for additional staffing as required within the cost and reimbursement provisions of the amenity reservation forms and procedures. Inspect facilities for cleanliness and damage prior to and after the event with accurate reports to Management Office.
• Make recommendations to the Management Office on capital improvements to the condominium building to ensure residents receive optimum enjoyment of building aesthetics, privacy, services and amenities.
• Responsible for content and publication of various communications from Management to residents and guests, e.g., monthly newsletter, email blasts, website postings. Also responsible for assisting 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 by coordinating with Management, Chief Engineer, or Fire Rescue / Police services. Assist Management with hurricane/disaster/emergency preparedness and response with special emphasis on resident communications, knowledge of special evacuation needs, etc.

Position Supervision

Employee reports directly to the Association Manager of the community and is to take direction only from the Manager

Work Environment

  This job operates in a professional office environment. This role routinely uses standard office equipment

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk and hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.  The employee will be required lift objects up to 25 lbs.

Position Type/Expected Hours of Work

This is a full-time position. Flexible and long hours sometimes required for building urgencies or at Manager’s discretion for emergencies or special events or projects.

Travel

No travel is expected for this position

Required skills:

• Excellent English verbal and business level writing skills required.
• Bi-lingual capabilities in Spanish and/or other languages preferred
• Bachelor’s Degree or equivalent combination of life experience and industry training, plus 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 essential. Ability to learn and utilize specialized hospitality and related software required.
• Experience managing events.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.