Duties and Essential Functions

This position serves as an extension of the Management Team at Park Grove. The primary focus will be overseeing Front Desk operations and the overall arrival experience to ensure a 5-star level of service. With the Manager's approval, the Resident Services Supervisor is responsible for creating and updating policies and procedures for efficient operation. Supervising Front Desk personnel is crucial and will include all scheduling functions, vacation planning for the department and the responsibility of finding coverage when call-offs take place.

A secondary focus involves enhancing resident satisfaction with the building's aesthetics, privacy, services, and amenities. This includes serving as a liaison between all departments to resolve issues effectively. The role seeks to create memorable experiences for residents, anticipating needs and exceeding expectations through innovative and gracious service.

The Supervisor has a direct supervisory role limited to Resident Service Operations but acts as the coordinator for security, valet, maintenance, housekeeping, and office staff, ensuring seamless service delivery. The aim is to smooth over service gaps gracefully.

Leadership by example is key to promoting a positive image of the building's stakeholders, including the management team and service providers. The role also involves supporting the Management Office in resident communications and relationship management.

Responsibilities include ensuring staff use reporting tools correctly, documenting incidents accurately, preparing monthly activity and incident reports, and maintaining the highest customer service standards. Privacy, perspective, priorities, time, and resources of residents and guests are respected.

Other duties encompass maintaining updated resident information, adhering to check-in procedures, effectively communicating concerns to the Management Office, overseeing staff scheduling, participating in meetings, recommending improvements for resident enjoyment, managing communications such as email blasts, and coordinating emergency responses.

Supervisory Responsibility

Employee reports directly to the Association Manager of the community and is to take direction from the Property Manager and General Manager.

Work Environment

Operates in a professional setting visible to residents in the main lobby at the Front Desk, utilizing standard office equipment.

Physical Demands

Requires regular communication, standing, walking, handling, and reaching. Must be able to lift up to 25 lbs.

Position Type/Expected Hours of Work

Full-time role that requires flexibility and sometimes long hours for urgencies, emergencies, or special events.

Travel

No travel is expected for this position

Required Education and Experience

Excellent English verbal and writing skills, with bi-lingual abilities in Spanish/other languages preferred.
Bachelor’s Degree or equivalent experience/training with 1-3 years in hospitality service.
Proficiency in Word, Excel, and the ability to learn specialized software.

Other Duties

This description is not exhaustive. Duties and responsibilities can change without notice.