Head of Operations & Business Management

The Operations Manager is responsible for the day-to-day operational management of the condominium property and for ensuring that residents consistently receive a high level of service. The position provides direct supervision and management of the Front Desk, Housekeeping, Event Coordinator, Office Administrator, and Landscaping functions, while working closely with all departments to coordinate resident needs and maintain operational standards.

A critical component of the position is direct, ongoing interaction with residents, their families, friends, guests, vendors, and service providers. The Operations Manager is expected to develop a genuine working knowledge of each resident's preferences, needs, expectations, and service requirements; The Operations Manager serves as a visible, accessible, solutions-oriented representative of management and helps create a warm, welcoming, and highly responsive residential environment.

Plan, coordinate, and oversee daily operations within assigned areas of the condominium property. Be highly visible and engaged in the daily operation of the community.

Directly supervise the Front Desk, Housekeeping, Event Coordinator, Office Administrator, and Landscaping functions, including scheduling, training, performance management, accountability, quality control, and coordination of daily activities.

Develop and maintain strong working relationships with residents and make a deliberate effort to get to know residents individually, including their preferences, routines, families, friends, guests, household/service personnel, and other individuals who regularly interact with them.

Maintain current knowledge of resident needs, preferences, special requests, and changes in expectations, and communicate appropriate information to other managers and staff so that the entire team can provide consistent and personalized service.

Serve as a primary day-to-day point of contact for residents' questions, concerns, service requests, and operational issues. Interact professionally and courteously with resident vendors, contractors, delivery personnel, service providers, family members, guests, and other visitors. Help coordinate access, scheduling, property requirements, and resolution of issues involving these individuals.

Monitor the quality and timeliness of Front Desk, Housekeeping, Event Coordination, and Landscaping services and establish clear expectations for service, appearance, cleanliness, responsiveness, and follow-through.

Work closely with the Managing Director and other department managers to coordinate operations, resolve problems, communicate resident concerns, and maintain continuity of service.

Escalate unusual, sensitive, safety-related, or unresolved matters to the Managing Director as appropriate.

Maintain a safe, clean, attractive, and well-maintained community environment, including housekeeping standards, landscaping appearance, common-area presentation, and Front Desk service standards.

Assist with resident events and community activities by coordinating with the Event Coordinator and other departments to ensure appropriate staffing, setup, execution, and follow-through.

Ensure that operational programs and procedures associated with Housekeeping, Front Desk operations, building access control, and the community social calendar are properly coordinated, communicated, implemented, and consistently executed.

Work closely with the appropriate managers and staff to ensure that Front Desk and access-control procedures operate smoothly and provide residents, guests, vendors, and service personnel with consistent and professional experience.

Oversee the day-to-day execution of the community social calendar in coordination with the Event Coordinator and other departments. Confirm that events are appropriately planned, staffed, set up, and ready to meet resident expectations.

If appropriate, maintain a management presence at after-hours social events, particularly during the initial 15 minutes, to confirm that the event is properly set up, staff and vendors are in place, and all operational expectations have been met. Maintain professional communication with residents and staff and represent the management company and condominium association in a positive and professional manner at all times.

Encourage staff to communicate resident information appropriately so that service remains consistent regardless of which employee is interacting with a resident.

Participate in staff meetings, operational meetings, training, and other management activities as directed by the Managing Director.

Notify the Managing Director of unusual events, circumstances, safety concerns, resident issues, or quality-control matters that require management attention.

Perform other duties and responsibilities as assigned by the Managing Director.

High School Diploma/GED required. Bachelor's or Business degree preferred.

Three to five years of related operations or property management experience preferred, particularly in a high-rise condominium, hotel, resort, hospitality, senior living, or other service-oriented environment.

Experience working with elderly residents or senior populations strongly preferred.

Demonstrated ability to interact warmly, respectfully, and effectively with a wide variety of people, particularly older adults and their families.

The ability to build trusting relationships with residents is an essential function of this position.

Strong operational management and organizational skills, with the ability to coordinate multiple departments, priorities, schedules, and competing needs.

Self-starter who takes initiative, identifies needs without waiting to be directed, and works effectively both independently and as part of a management team.

Strong leadership and personnel-management skills, including the ability to establish expectations, coach employees, provide feedback, and hold staff accountable.

Strong customer-service orientation with an understanding that personalized knowledge of residents is an important component of exceptional condominium hospitality.

Ability to maintain confidentiality and exercise discretion when handling resident, family, employee, vendor, and property matters.

Strong computer skills, including Microsoft Word, Excel, Outlook, and web-based applications.

Ability to read and write work-related documents in English.

Speech recognition and clarity, including the ability to understand residents, customers, employees, vendors, and coworkers and to speak clearly so that you can be understood.

Frequent verbal communication with residents, guests, vendors, and employees in a fast-paced environment.

Physical presence at the community is essential to perform job duties.

Founded in 1917, Guest Services has worked tirelessly to earn the reputation as the premier hospitality management company and National Park Service concessionaire in the United States. Guest Services takes great care and pride in providing best-in-class services across a wide variety of client sites including luxury communities, hotels, resorts, government and business dining facilities, full-service restaurants, state and national parks, outdoor recreation, boathouses, marinas, museums, conference centers, senior living communities, health care systems, school and university dining facilities, and specialty retail stores.

All qualified applicants will receive consideration for employment and promotion without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.