SUMMARY
The Corporate Urban Resident Relations Specialist (“Urban RRS”) supports the Director of Hospitality and Resident Experience, onsite General Manager (“GM”) and/or the Resident Relations Supervisor/Resident Relations Lead by providing exceptional, responsive service to every resident or guest they encounter. The Urban RRS is the interface who executes a variety of concierge/social/resident functions enhancing the resident experience at various Urban properties and communities in Los Angeles based on business needs. While all on-site positions promote and exude warm and helpful service, the Urban RRS position specifically focuses on “Five-Star” service excellence. The Urban RRS is tasked with understanding residents expressed and unexpressed preferences and executing a full-service hospitality platform under the direction of the Director of Hospitality and Resident Experience and the onsite General Manager. The Urban RRS is customer focused with excellent interpersonal communication and organizational skills and has a problem solving “can do” attitude. The Urban RRS must understand and adopt all community management tools (communications mediums, Connect, Access Control, Security etc.) daily to enhance the lifestyle of every resident. This role has a “rover” capacity to assist in providing lobby concierge desk coverage as needed (based on business needs) at various properties throughout the Los Angeles Urban division. As such, the Urban RRS must be a quick learner and must adapt swiftly to various/different communities' systems, needs and rules always with “Five-Star” service excellence.
In addition, the Urban RRS supports and executes administrative tasks as directed by the Director of Hospitality and Resident Experience, the Board of Directors and management of each sited property. This position requires skilled representation (verbal, written, visual) at all times, with peak emphasis on delivering friendly, helpful and professional service to all residents, co-workers and management.
ESSENTIAL DUTIES AND RESPONSIBILITIES may include but are not limited to:

• Identifies and clarifies residents expressed and unexpressed needs, answers questions and gives direction and instructions in a professional helpful manner.
• Answers the telephone within two rings, using correct salutations, personal identification and telephone etiquette.
• Takes, records and relays messages accurately, completely and legibly.
• Documents all pertinent information in resident log book(s) throughout their shift.
• Responsible for all package distribution (incoming and outgoing) for the property and insures all are logged into Connect when received and signed for when picked up.
• Monitors all property access points (gates, garages, doors, elevators, pool) through the operation of Closed Circuit Television where applicable. Reports all suspicious activity to proper authority to insure continued resident safety.
• Complies with service expectations and company standards as well as policies and procedures.

HR/Urban/Resident Relations Specialist

• Accommodates Resident requests expediently and courteously within 24 hours of initial call. Follows up with person assigned to task and Resident to ensure completion of the request.
• Attends and participates in designated meetings or functions as required by the Director of Hospitality and Resident Experience, the General Manager or the Board of Directors.
• Maintains a list of residents needing special assistance in case of an emergency and is an active member on the emergency response team.
• Administers the access control program, which includes the issuance of FOBS/property access cards/ID cards and updates tracking software.
• Informs all vendors of building rules and regulations.
• Assists with move-in orientation for new residents.
• Assures all visitors are registered and authorized by homeowner to be on property.
• Assures all pets, vehicles, motorcycles and bicycles are properly registered and logged in Connect.
• Maintains a log of temporarily available parking spaces for resident guests and visitor use.
• Manages and keeps a status log for all rental storage lockers.
• Maintains complete knowledge and complies with the HOA's policies and procedures.
• Maintains fresh organized workstations with necessary supplies throughout shift as well as administers the cleanliness of the building's entrance and lobby.
• Maintains current vendor information to accommodate all resident requests.
• Generates confirmation letters based on departmental standards and delivers to residents upon completion of each coordinated arrangement.
• Makes accurate timekeeping and payroll entries each day in accordance with company policy.

SUPERVISORY RESPONSIBILITIES:
None currently.
QUALIFICATIONS:
Will possess past Resident Services, Customer Service and/or Hospitality experience.
Is highly organized and detailed oriented with a problem solving “can do” team player attitude. Has excellent communication and customer service skills and is administratively strong. Is proficient in MS Office with the willingness and ability to learn company internal software. Is able to multitask while working at times under pressure and in a diverse environment. Must be passionate about providing our residents exemplary customer service at all times.

• Ensures uniform and personal appearance are clean and professional at all time while maintaining a pleasant demeanor.
• Demonstrates consistent effective written, verbal and listening communication skills.
• Demonstrates problem-solving abilities independently and responsibly.
• Has the ability to quickly adapt to change both in client needs and policies and procedures which have been implemented by the Director of Hospitality and Resident Experience, onsite management and the HOA Board of Directors.
• Able to work independently and as a team and prioritizes daily workload efficiently and professionally.
• Receptive to receiving constructive feedback regarding personal performance for professional development.
• Must work effectively with co-workers, residents and others by sharing ideas in a constructive and positive manner; listens to and objectively considers ideas and suggestions; keeps commitments and keeps others well informed of work progress, timetables and issues; address' problems and issues constructively to find mutually acceptable and practical business solution; address' others by name, title or other respectful identifier.

HR/Urban/Resident Relations Specialist

• Must be flexible in work schedule which may include AM/PM shifts, weekends and holidays.

EDUCATION and/or EXPERIENCE
High school diploma or equivalency required. College level courses in business or hospitality preferred.
LANGUAGE SKILLS
Proficient in English (written and verbal)
Second language helpful (Spanish, French, Mandarin, Japanese, Farsi, Persian)
MATHEMATICAL SKILLS
Strong general math skills.
CERTIFICATES, LICENSES, REGISTRATIONS
Valid California Driver's License and State Mandated Vehicle Insurance
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must be mobile enough to move about the facilities, including up and down stairs and recreational areas and navigate uneven surfaces.
• Must be able to lift up to 25 pounds.
• Must be able to sit and stand for extended periods of time.
• Must have finger dexterity for typing/using a keyboard.
• Must be able to actively talk and listen to clients, vendors, co-workers and supervisors.

WORK ENVIRONMENT
The work environment characteristics are normal office conditions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Full time position where schedule may change based on business needs and may include weekends, evenings, and holidays.
• Overtime may be required from time-to-time, based on business needs and as approved by supervisor.
• Consistent and regular attendance required.