Job Overview:

The Director of Hospitality is passionate about providing the highest level of service experience for FirstService Residential's customers through direct and indirect engagement and influence. This role directs and oversees all aspects of FirstService Residential's customer service policies, objectives, and initiatives. This role is critical to the successful experience of our customer base by ensuring that all service expectations including front desk staffing are met and are aligned with our culture, core values, and global service standards while producing a consistent quality of service and customer experience. The Director of Hospitality is an experienced professional who will work closely with executive leaders to design a service experience that will be delivered through an experienced, well-trained, and supported team. Areas of focus will include front desk operations, staff uniforms, staff training on communication, and quality assurance management.

Compensation: $125K-$135K plus 10% bonus

FirstService Residential will compensate the successful candidate in accordance with the posted range. The salary or wage paid to the successful candidate will be commensurate with experience, education, and specific job responsibilities. For positions designated at a client's property, the salary or wage willalsobe premised upon the client's directive.The base pay range is subject to change and may be modified in the future.

Your Responsibilities:

To be successful in this role, you will need to:

• Develop a team of resident relations specialists to be deployed onsite for coverage assignments ensuring exceptional service. These specialists will be pre-trained and ready to assist at selected properties, contributing to new revenue captured through new billable client services. Manage the needed research into scheduling technology that would help support shift coverage assignments.
• Scorecards: Implement quality assurance measures, including the development of monthly scorecards that assess hospitality service standards ensuring consistent excellence across all managed properties.
• Quarterly Hospitality Trainings: Organize and conduct separate quarterly in person training sessions in all California high-rise markets focused on enhancing hospitality skills and service standards for property management staff, fostering continuous improvement and excellence in customer service deliver.
• Customized Branding Opportunities: Identify and negotiate cost-saving opportunities for communities in branding items such as uniforms, pins, and other hospitality logo items, ensuring that communities can maintain their unique identity while optimizing their budget allocations.
• Align customer service behaviors, activities, and initiatives to support and enhance the objectives of the organization.
• Be a creative self-starter who can create and execute strategic projects that support the delivery of companywide customer experience objectives.
• Develop effective communication and training content that captures the tone of our culture and consistently supports the desired service experience.
• Demonstrate a collaborative approach to working with the ability to interact and influence associates at all levels, including senior executives.
• Lead, through direct and consistent personal engagement a team of customer experience specialists.
• Lead the FirstService Residential's customer experience transformation throughout the entire customer journey.
• Suggest and lead innovation initiatives designed to enhance the service experience.
• Establish and use systems to capture and report on critical success metrics, including customer feedback and/or trends in product or service.

Service Excellence Delivery

• Develop a service experience team that acts as a communication vehicle to proactively address and resolve customer service inquiries.
• Direct supervision of two RRS (2) trainers. One (1) in NorCal and one (1) in SoCal
• Ensure there is consistent contact resulting in the customer being informed of all aspects of the service process during and after the initial inquiry implementing the “next three questions” strategy.
• Consistent trend reporting on service level KPIs such as NPS surveys, Connect reporting and non-systematic resources such as field and customer feedback.
• Point of contact for escalated service inquiries and responsible for resolution of inquiry.
• Conduct site visits occasionally to better understand needs of client group, roles, core business, and look for efficiencies and innovations in service experience delivery.
• Build and maintain internal and external relationships that benefit our customer service goals and objectives.
• Identify operational opportunities and provide viable and innovative solutions.
• Strong partnership and collaboration with all lines of business allowing for continuous delivery and improvement.
• Interface with the field teams to understand lack of service issues as well as general needs and enhancements that will add to the service experience.
• Develop, monitor, and analyze key metrics for maximum efficiency and quality of service delivery to our customers.
• Create and maintain process and training documentation.
• Creation of quarterly-annual calendar for onsite community visits.
• Creation of Quality Assurance Report for onsite communities.

Leadership

• Support the onsite GM team in the hiring process by collaborating with recruiting, interviewing, and selecting talent. Create a strong pool of luxury customer service Resident Relations Specialists. Deploy as needed to assist on site Management with last minute schedule changes and elevate overall client satisfaction and retention.
• Responsible for the successful and engaging on-boarding experience of associates, ensuring that they are set up for success and are proficient in our tools, policies, and protocols.
• Develop and provide training that includes ongoing development and career pathing.
• Consistently evaluate associate performance and provide positive and opportunity feedback that improves performance. Listen in on customer inquiries and follow-up calls to customer.
• Establish and implement written communication to provide feedback to ensure consistent levels of communication.
• Maintain a strong focus to inspire and engage associates while creating an environment that is inclusive of all associates.
• Facilitate regular team meetings celebrating success, keeping team updated on objectives and FirstCall daily.
• Provide leadership and mentorship training to direct report training team.
• Practice and adhere to FirstService Residential Global Service Standards.
• Conduct business at all times with the highest standards of personal, professional and ethical conduct.
• Perform or assist with any operations as required to maintain workflow and to meet schedules.
• Ensure all safety precautions are followed while performing the work.
• Follow all policies and Standard Operating Procedures as instructed by Management.
• Perform any range of special projects, tasks and other related duties as assigned.

Skills & Qualifications:

• Bachelor's Degree preferred in hospitality, communications, business, or related field and a minimum of 3-5 years' experience; or combination of education and/or experience
• Excellent writing and presentation skills aligned to hospitality and service excellence.
• Advanced use of technology to streamline processes and improve resident experience.
• Detail oriented and strong organizational and multi-tasking skills.
• Must have excellent proficiency in Windows and Microsoft Office, including but not limited to Teams, Word, Excel, Power Point and Outlook
• Ability to work with sensitive or confidential information.
• Ability to meet deadlines and work well under pressure.
• Ability to work in a team environment as well as independently and be self-driven
• Critical thinking, problem solving, judgment and decision-making ability.

Physical Requirements and Working Environment:

The physical demands described here are representative of those that must be met by an associate 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 able to lift 25 lbs.
• Must be able to sit for extended periods of time.
• Must have finger dexterity for typing/using a keyboard.
• Talking and hearing occur continuously in the process of communicating with guests, supervisors, vendors and our clients
• Valid California Driver's License and State mandated vehicle insurance, and registration.
• Ability to walk extensive slope and/or flat association areas and visually review landscape, building areas, recreation facilities, parks etc. to ensure proper maintenance.
• Ability to work late into evenings as required for board meeting attendance.

This is a full-time position with typical scheduled hours, Monday through Friday, 8:00 a.m. – 5:00 p.m. May be required to work overtime as needed and approved by supervisor, including occasional evening meetings. Consistent and regular attendance required.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Hours over and above normal office hours will occur, including evenings, holidays, and some weekends. Schedule is subject to change based on business needs.

Supervisory Responsibility:

• Customer Service Delivery team to report to this role.

Tools and Equipment Used:

• General office equipment. Computer and peripherals, standard and customized software applications and tools, and usual office equipment.
• Ensure usage of company tools, such as Connect to allow for a consistent service excellence experience regardless of community.

Travel:

• Occasional travel to onsite communities and regional offices.

What We Offer:

• Medical, dental, and vision plans (full time and part time 30 hours)
• Part time 20 hours qualify for dental and vision
• 401K match
• Time off including vacation, sick, and company paid holidays
• Pet insurance available
• Verizon discount
• Tuition reimbursement
• Legal services
• Free emotional wellbeing and daily life assistance support for all associates
• Domestic partner coverage
• Health savings account
• Flexible spending account

Disclaimer:

FirstService Residential is an equal opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status. Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with federal and state laws, as well as applicable local ordinances.All offers of employment with FirstService Residential are contingent upon a satisfactory background check.