Resident Reception Coordinator (LEAD Concierge)

Resident Services Coordinator (Lead Concierge)

Reports to: General Manager

The Resident Services Coordinator (Lead Concierge) is the senior front-of-house team member, responsible for elevating and maintaining the resident experience to a true luxury standard while overseeing compliance-related front desk functions on behalf of the General Manager. This role works in rotation with the Lead Concierge & Resident Services Coordinator to provide front desk and concierge coverage seven days a week. The Associate focuses on real-time front desk operations, visitor and access management, and first line observation of community activity, referring compliance and administrative matters to the Lead Concierge or General Manager.

Key Responsibilities

• Deliver a white-glove service experience to residents, guests and visitors.
• Greet all residents and guests with professionalism, warmth and discretion.
• Serve as the primary point of contact for general resident inquiries and community information, referring complex or sensitive matters to the Lead Concierge or General Manager.
• Anticipate resident needs and proactively provide assistance and solutions.
• Build positive, professional relationships with residents while maintaining confidentiality.
• Assist with move-ins, move-outs and vendor arrivals - guest arrivals.
• Assist residents with package coordination, deliveries, dry cleaning services and vendor access.
• Maintain current knowledge of local attractions, dining, entertainment, wellness and cultural offerings.
• Support community events and resident engagement programs.
• Investigate, develop and maintain a concierge program including restaurant reservations, transportation, local recommendations, event tickets and other lifestyle services.
• Cultivate relationships with local restaurants, attractions and event coordinators.
• Professionally answer and direct incoming phone calls and electronic communications.
• Welcome and register visitors while maintaining community security protocols.
• Maintain an organized, polished and welcoming reception area at all times.
• Support light administrative tasks such as filing, data entry, and recordkeeping as directed.
• Check in all guests and visitors at the Front Desk, call the Resident being visited for authorization, maintain the visitor sign-in log per Rules Section 5(f).
• Issue and track resident access cards/fobs and temporary access devices for houseguests and service personnel, securing identification as required and ensuring devices are returned at department (Rules, Section 5).
• Confirm guests/groups using the pool, spa, or barbeque area are signed in under the appropriate Unit name, consistent with the "Impromptu Gathering" limits in Rules Section 12.
• Schedule and track move-in/move-out reservations with the General Manager, ensuring only one move is scheduled per day and that the elevator and loading dock are reserved.
• Confirm receipt and filing of the required Certificate of Insurance for movers, vendors and contractors prior to move-in and confirm collection of the $250 admin fee and $500 damage deposit.
• Coordinate pre/post move in inspections with the General Manager.
• Coordinate New Owner/Lessee Orientation scheduling and confirm Application to Lease paperwork is on file at least 10 days before lease commencement (Rules, Section 20).
• Maintain the log of written authorizations for Real Estate Broker/Agent access, confirm sign-in compliance for Open Houses, coordinate logistics for multi-unit Open Houses with the General Manager.
• Maintain working knowledge of the CC&R's sufficient to recognize violations.
• Track and log requests.
• Maintain pet registration.
• Maintain logs of after-hours guest access, houseguest notifications, temporary access credential insurance, flagging discrepancies.
• Walk the property to observe, log and report maintenance issues.
• Weekends; Inspect pool area.
• Direct delivery, contracting, and service personnel to appropriate parking per Rules Section 7(c).
• Coordinate vendor access and service appointments in accordance with community policies, escalating scheduling conflicts to the Lead Concierge or General Manager.
• During scheduled move-ins/move-outs, confirm movers use the designated padded elevator and loading dock only, and that no-move related items pass through the lobby (Rules, Section 19).
• Support the General Manager and management team with daily operations and special projects.
• Assist with meeting preparation, resident events and community functions.
• Serve as the senior point of contact for the Front Desk and Reception Associate
• Help maintain open communication between residents, management and service providers
• Contribute to maintaining the property's reputation for excellence and luxury service.
• Follow all community safety, emergency, and security procedures.
• Monitor lobby and common-area activity and report concerns to the Lead Concierge or General Manager.
• Respond calmly and professionally during emergencies, following established protocols.
• Maintain confidentiality regarding residents, guests and community operations.
• Monitor security cameras, and provide access to residents, owners and their guests utilizing the ButterflyX app.

Knowledge, Skills, Abilities

• Strong customer service and hospitality orientation.
• Professional appearance and demeanor suitable for a luxury residential environment.
• Outstanding verbal and written communication abilities.
• Ability to remain composed and professional in high-pressure or high-traffic situations.
• Good organizational skills and attention to detail.
• Basic proficiency with Microsoft Office, resident management software and digital communication platforms.
• Ability to maintain confidentiality and exercise discretion at all times.
• Comfortable following access-control and visitor logging procedures accurately and consistently.
• Demonstrate initiative by remaining productive during slower period. Proactively identify tasks that need attention, assist team members when appropriate, maintain organization of the front desk and common areas, and seek out additional work or responsibilities when regular duties are completed.

Education

• High school diploma required.

Experience

• Customer service, hospitality, retail or reception experience preferred.
• Experience in a front desk, concierge or guest services role is a plus but not required (training will be provided.)

Physical Requirements

• Ability to stand, walk and move throughout the property for extended periods.

What We Offer:

• Comprehensive benefits package including medical, dental, and vision
• Wellness program
• Flexible Spending Accounts
• Company-matching 401k contributions
• Paid time off for vacation, holidays, medical, and volunteering
• Paid parental leave
• Training and educational assistance
• Support programs, including Employee Assistance Program and Calm Health
• Optional benefits including short- and long-term disability, life insurance, and pet insurance
• Most importantly, a caring team who is dedicated to your success!