Resident Services Supervisor (Overnight)

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.