RESIDENT SERVICES MANAGER – LUXURY CONDOMINIUM

Are you outgoing? Enjoy making people smile and go out of your way to make them happy? Delight in coaching and mentoring others?

One of our luxury condominium communities located in the vibrant Pike Place Market neighborhood, is seeking an engaging and detail-oriented Resident Services Manager to oversee resident and community services and mentor the concierge staff.

POSITION SUMMARY: The Resident Services Manager (RSM) leads and supervises a thriving concierge team that provides 5-star service, ensuring the highest level of resident safety, security and satisfaction. Additionally, the RSM focuses on helping residents be successful members community through education, compliance and outreach.

Schedule: Sunday-Thursday, Days

Salary: $85,000.00 per year

Benefits: Full-time employees receive 100% employer-paid medical, dental and vision (employee premium), health reimbursement account, voluntary life and disability, 401(k), paid time off and holiday pay.

RESPONSIBILITIES

Team Management

Leverage your deep expertise in resident/guest facing service to coach the concierge team, ensuring smooth operations and strong resident satisfaction. Spend up to twenty hours a week engaging with staff and residents at the front desk.

• Provide supervision, mentoring and training for the on-site concierge staff and contract security. Delegate duties and enforce community standards for job performance, appearance, demeanor, communications, and customer service. Conduct annual performance evaluations.
• Create and monitor the concierge schedule, ensuring both proper staffing levels for each day/week/month and managing staffing costs against the annual HOA budget. Be on-call for emergencies and urgent front-desk matters.
• Coordinate continual staff training to maintain performance metrics. Ensure the team is familiar with the community’s governing documents and can properly handle larger scale issues, communicate with management, and tackle difficult resident inquiries/requests.
• Maintain and review daily activity and/or shift logs. Track monthly metrics and ensure all members of the team achieve 100% compliance and commitment with safety and security procedures, customer service, and workplace etiquette.
• Facilitate clear communication and foster collaboration with the Engineering and Housekeeping teams to create a proactive and responsive culture and a 5-star experience for residents.
• Plan team events, activities, and training to encourage career growth and commitment to the team and property community.

Community Management

Ensure new residents are familiar with the building and community guidelines. Track critical information, including insurance coverage and usage fees, and maintain the resident database. Facilitate communication between Management and the Community.

• Work closely with the General Manager on issues facing the community. Support the definition, implementation and evaluation of Standard Operating Procedures and policies set by the HOA board.
• Facilitate New Resident Orientations, introducing and educating new residents to the property’s systems, procedures, and amenities. Ensure the welcome packet and other relevant documents are up to date.
• Ensure owners have current HO6 insurance policies in place. Engage owners with policy renewals with an email campaign and levy fines if new policy documentation is not provided on time.
• Track payments received for unit moves, additional access devices, etc. Ensure all transactions contain the unit number and reference to the expense. Monthly, submit income tracking spreadsheet to the General Manager.
• Working with the General Manager and HOA Management, produce weekly lobby and elevator signage. Support ongoing educational outreach via emails, newsletters, USPS mail or semi-annual surveys.
• Maintain the resident database, ensuring current information is available for each unit. This includes owner and renter contact information, emergency contact information, and data on each unit’s pets, vehicles, front-desk instructions, and helpful notes.
• Have a solid working knowledge of the building’s governing documents. Educate residents about specific policies and communal living best practices.
• Fairly administer all HOA policies. Investigate and document complaints, disturbances, and violations. Proactively escalate issues to the General Manager.
• Monitor unit remodels and appliance deliveries, communicating effectively with vendors/contractors and residents to minimize disruption and unnecessary wear and tear on the building. Report any issues to the General Manager.
• Assist in planning and promoting community events as needed.

EDUCATION AND WORK EXPERIENCE:

• 3-5 years concierge experience, preferably in a residential setting
• High school or general education degree (GED) required, Associate degree preferred
• At least 2 years of staff management experience

SPECIFIC KNOWLEDGE & SKILLS:

• Luxury hospitality customer service skills
• Strong interpersonal skills, ability to work with a variety of people and cultures including owners, Residents, property staff, community management, contractors, service providers, and the public
• Must be able to communicate professionally in written and oral formats to a variety of audiences
• Ability to create and enforce standard operating procedures
• Problem-solving in a high-volume environment
• Good organization and time management skills
• Self-motivation, enthusiasm, and willingness to learn
• Strong knowledge of local community, area, and region
• Must be computer literate, and able to complete computer tasks such as creating notices in a word processing program, sending email, creating, and updating simple spreadsheets, programming access devices, and monitoring or adjusting computerized building software systems
• Maintain active membership in the Concierge Guild of Seattle, or similarly affiliated group, may be asked to maintain Notary certification
• Must be able to do heavy lifting (up to 50 lbs.), maneuvering, and physical work such as cleaning, moving dumpsters, sweeping, carrying of deliveries, supplies, etc.

Job Type: Full-time

Pay: From $85,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 3 years

Schedule:

• 8 hour shift

Work Location: In person