Resident Reception Coordinator

Resident Reception Coordinator

Reports to: General Manager

The Front Desk & Reception Associate is the welcoming face of the community, providing attentive, professional reception services to residents, guests, vendors and prospective owners. 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

Resident & Guest Experience

• Deliver a warm, professional welcome to residents, guests and visitors.
• Greet all residents and guests with professionalism, warmth and discretion.
• Serve as a point of contact for general resident inquiries and community information, referring complex or sensitive matters to the Lead Concierge or General Manager.
• Build positive, professional relationships with residents while maintaining confidentiality.

Front Desk & Reception Operations

• 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.

Concierge Support Services

• Assist residents with basic concierge requests; package pick-up coordination, dry cleaning drop-off/pickup and local recommendations (dining, attractions, services).
• Maintain up-to-date knowledge of local attractions, dining and services to support resident requests.
• Assist with set-up and support for community events and resident engagement programs as directed.

Package and Mail Handling

• Receive, document, and distribute resident packages and deliveries not accommodated by package concierge and addressed to current residents/owners.
• Notify current owners/residents of stale parcels and packages.
• Assist vendors making deliveries to the package concierge.
• Maintain accurate logs for deliveries, vendors and visitor activity.
• Notify residents by email/communication platform when unannounced deliveries (UPS, FedEX, etc.) arrive at the Front Desk, per Rules Section 21.
• Accept outgoing packages only from carries that provide Front Desk pick-up service, per Rules Section 21(d): decline packages for carriers without pick-up service and inform the resident.

Vendor and Delivery Support

• 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).

Observation & Reporting (First Line)

• Observe and log, without making enforcement decisions, apparent violations of community rules noticed at the front desk or in common areas (e.g. propped doors, unauthorized signage, pets in restricted areas, unregistered vehicles), and report these to the Lead Concierge or General Manager for follow-up.
• Confirm front lobby and loading dock doors remain locked outside of authorized move/delivery windows, and report any doors found propped open.
• Walk the property with a frequency to be directed by the General Manager, observe, log and report maintenance issues. e.g. marked walls, chipped drywall and stained carpet.
• Weekends; inspect pool area at the beginning and end of shift, empty trash and re-set pool furnishings.

Safety & Security Awareness

• 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.
• Clear 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!