Front Desk Agent

Overview

Front Desk Agent / Resident Services Coordinator serves as the primary point of contact for residents and guests, ensuring a seamless luxury experience through proactive, personalized service. This role is the one‑stop shop for all resident needs—handling maintenance and valet requests, amenity coordination, event reservations, resident communications, and concierge‑level support.

Afternoon/Evening shift

• Greeting residents and guests with a warm welcome while maintaining the highest standards of hospitality.
• Serving as the primary contact for all resident service requests, including maintenance, valet, amenity coordination, and concierge‑level assistance.
• Maintaining detailed resident profiles, including preferences, service history, special dates, and unique requests to anticipate needs and deliver personalized service.
• Supervising and guiding front desk operations to ensure a consistent 5‑star experience and smooth execution of policies and procedures.
• Supporting the Office Manager by executing delegated administrative tasks and assisting with operational logistics.
• Managing amenity area reservations, including coordination of event logistics, set‑up requests, guest lists, and communication with other departments (valet, housekeeping, security).
• Inspecting, resetting, and maintaining amenity floors and common areas throughout the day to ensure cleanliness and compliance with brand standards.
• Providing personalized recommendations and assisting with local area guidance (restaurants, attractions, transportation, etc.).
• Coordinating resident onboarding, including orientation and welcome materials.
• Receiving and managing package deliveries, mass mailings, and resident notices; assisting with preparation and posting of newsletters, email blasts, and announcements.
• Handling resident concerns with empathy, offering solutions, and escalating to Management as needed while maintaining a professional and service‑forward attitude.
• Respecting resident privacy, time, and lifestyle choices while delivering thoughtful, proactive support.
• Acting as a liaison across departments (engineering, housekeeping, office, club) to coordinate high‑touch, seamless service delivery.
• Documenting daily activity, incidents, and service interactions using designated logs and reporting forms.
• Reporting any violations of Rules and Regulations or unusual activity using proper reporting formats.
• Being well‑versed in emergency procedures and supporting Management with disaster planning, resident communications, and evacuation protocols.
• Following all check‑in and phone etiquette protocols with professionalism and courtesy.

Indoor; requires frequent sitting and standing; low to moderate noise level.

Must be able to sit, stand, reach, lift, bend, kneel, stoop, climb, push, and pull items weighing up to 30 pounds. Requires manual dexterity, auditory and visual skills, and the ability to follow written and oral instructions and procedures.

Days and hours of work will be determined at the property and may change to accommodate business needs.

• High school diploma or GED; some college preferred.
• Minimum six months’ related experience and/or training in hospitality, concierge, or customer service.
• Proficiency with computer software and database systems; strong organizational and communication skills required.
• Bi‑lingual English/Spanish may be required at some locations.
• Prior luxury residential, hospitality, or lifestyle experience highly preferred.
• Prior experience coordinating events, working with resident databases, and communicating with a luxury clientele preferred.

KW Property Management and Consulting is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability.