Front Desk​/Concierge

Job Overview

Resident Relations Specialist / Front Desk supports the General Manager ("GM") and/or the Resident Relations Supervisor by providing exceptional, responsive service to every resident or guest they encounter. The RRS is the interface who executes a variety of concierge/social/resident functions enhancing the resident experience at their property or community. The RRS position focuses on “Five-Star” service excellence and promotes warm and helpful service.

The RRS is tasked with understanding residents expressed and unexpressed preferences and executing a full-service hospitality platform under the direction of the GM. The RRS is customer focused with excellent interpersonal communication and organizational skills and a “can do” attitude. He/she must understand and adopt all community management tools (communications mediums, Connect, Access Control, Security, etc.) on a daily basis to enhance the lifestyle of every resident.

The RRS supports and executes administrative tasks as directed by the Board of Directors and management. 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.

Compensation: $22-23/hr

First Service 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 will also be premised upon the client's directive. The base pay range is subject to change and may be modified in the future.

• 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 logbook(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.
• Monitor 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 ensure continued resident safety.
• Complies with service expectations and company standards as well as policies and procedures.
• 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 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/ 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…