Operational Support Specialist (Corporate Support)

The Operational Support Specialist plays a critical role in shaping the resident and guest experience by supporting front desk operations, amenity oversight, access control, and issue resolution, while maintaining a visible leadership presence in high-traffic and common areas. Amenity operations are an integrated function of this role and are not a standalone position.

Key Responsibilities

Front-of-House & Guest Experience

• Serve as the first point of contact for residents, guests, and visitors
• Deliver a professional, welcoming, and service-oriented experience
• Manage guest inquiries, concerns, and complaints with calm, effective resolution
• Provide information regarding property rules, amenities, and services
• Maintain a visible presence in lobbies, common areas, amenity spaces, and exterior zones
• Escalate issues appropriately while maintaining guest confidence and safety
  
  

Operational & Amenity Support

• Support multiple properties and shifts within a designated region
• Perform and support various FOH functions, including Front Desk (non-overnight), Amenity Attendant, Administrative Assistant, and other front-facing operational roles
• Oversee pool, beach, fitness, and other amenity areas to ensure cleanliness, safety, and operational readiness
• Monitor vendor performance related to amenities and report concerns to management
• Ensure amenities are properly maintained, stocked, organized, and guest-ready at all times
• Assist with towel service, fitness area upkeep, seating organization, and general amenity presentation
• Support special events, projects, and service enhancements at the amenity level
  
  

Safety, Access & Compliance

• Monitor and control building access in accordance with security and credentialing procedures
• Ensure compliance with Association Rules and Regulations
• Observe and report safety hazards, incidents, or malfunctions immediately
• Track guest interactions, incidents, and resolutions using company systems and logs
  
  

Qualifications & Skills

• Strong interpersonal, communication, and customer service skills
• Proven experience in hospitality, concierge, security, property management, or guest-facing roles preferred
• Ability to remain professional and composed in high-pressure situations
• Versatility to support multiple FOH and amenity-related functions
• Strong situational awareness and problem-solving abilities
• Basic reporting, documentation, and administrative skills
• Ability to work collaboratively with on-site teams and leadership
  
  

Schedule & Work Environment

• Flexible availability, including evenings, weekends, and holidays
• Ability to stand and walk for extended periods
• Ability to work indoors and outdoors
• Willingness to travel between KWPMC properties as operational needs require
  
  

Scope Clarification

This role is designed to provide integrated Front-of-House and Amenity operational support across properties. Responsibilities may vary by location and shift based on business needs.