Develop and maintain strong working relationships with residents and make a deliberate effort to get to know residents individually, including their preferences, routines, families, friends, guests, household/service personnel, and other individuals who regularly interact with them.
Maintain current knowledge of resident needs, preferences, special requests, and changes in expectations, and communicate appropriate information to other managers and staff so that the entire team can provide consistent and personalized service.
Serve as a primary day-to-day point of contact for residents’ questions, concerns, service requests, and operational issues. Listen carefully, assess the situation, take ownership of problems, and follow through until an appropriate resolution is achieved.
Interact professionally and courteously with resident vendors, contractors, delivery personnel, service providers, family members, guests, and other visitors. Help coordinate access, scheduling, property requirements, and resolution of issues involving these individuals.
Monitor the quality and timeliness of Front Desk, Housekeeping, Event Coordination, and Landscaping services and establish clear expectations for service, appearance, cleanliness, responsiveness, and follow-through.
Work closely with the Managing Director and other department managers to coordinate operations, resolve problems, communicate resident concerns, and maintain continuity of service.
Identify operational issues before they become significant problems and take initiative to develop practical solutions. Escalate unusual, sensitive, safety-related, or unresolved matters to the Managing Director as appropriate.
Maintain a safe, clean, attractive, and well-maintained community environment, including housekeeping standards, landscaping appearance, common-area presentation, and Front Desk service standards.
Assist with resident events and community activities by coordinating with the Event Coordinator and other departments to ensure appropriate staffing, setup, execution, and follow-through.
Ensure that operational programs and procedures associated with Housekeeping, Front Desk operations, building access control, and the community social calendar are properly coordinated, communicated, implemented, and consistently executed.
Work closely with the appropriate managers and staff to ensure that Front Desk and access-control procedures operate smoothly and provide residents, guests, vendors, and service personnel with consistent and professional experience.
Oversee the day-to-day execution of the community social calendar in coordination with the Event Coordinator and other departments. Confirm that events are appropriately planned, staffed, set up, and ready to meet resident expectations.
If appropriate, maintain a management presence at after-hours social events, particularly during the initial 15 minutes, to confirm that the event is properly set up, staff and vendors are in place, and all operational expectations have been met. Address and resolve issues promptly so the event can proceed smoothly.
Maintain professional communication with residents and staff and represent the management company and condominium association in a positive and professional manner at all times.
Promote teamwork and accountability among employees. Encourage staff to communicate resident information appropriately so that service remains consistent regardless of which employee is interacting with a resident.
Participate in staff meetings, operational meetings, training, and other management activities as directed by the Managing Director.
Notify the Managing Director of unusual events, circumstances, safety concerns, resident issues, or quality-control matters that require management attention.
Perform other duties and responsibilities as assigned by the Managing Director.
SKILL AND KNOWLEDGE REQUIREMENTS INCLUDE
High School Diploma/GED required. Bachelor's or Business degree preferred.
Three to five years of related operations or property management experience preferred, particularly in a high-rise condominium, hotel, resort, hospitality, senior living, or other service-oriented environment.
Experience working with elderly residents or senior populations strongly preferred.
Florida CAM License preferred or required if applicable to the position and responsibilities.
Demonstrated ability to interact warmly, respectfully, and effectively with a wide variety of people, particularly older adults and their families.
Naturally warm, personable, approachable, and service-oriented personality. The ability to build trusting relationships with residents is an essential function of this position.
Strong operational management and organizational skills, with the ability to coordinate multiple departments, priorities, schedules, and competing needs.
Demonstrated ability to listen, exercise good judgment, solve problems, and follow through on commitments.
Self-starter who takes initiative, identifies needs without waiting to be directed, and works effectively both independently and as part of a management team.
Strong leadership and personnel-management skills, including the ability to establish expectations, coach employees, provide feedback, and hold staff accountable.
Excellent verbal and written communication skills and the ability to communicate sensitive or important information appropriately.
Strong customer-service orientation with an understanding that personalized knowledge of residents is an important component of exceptional condominium hospitality.
Ability to maintain confidentiality and exercise discretion when handling resident, family, employee, vendor, and property matters.
Strong computer skills, including Microsoft Word, Excel, Outlook, and web-based applications.
PHYSICAL AND MENTAL REQUIREMENTS
Moving about on foot to accomplish tasks, particularly frequent movement throughout the property.
Ability to stand and walk for extended periods and climb steps regularly.
Withstanding temperature extremes due to Florida weather conditions.
Ability to read and write work-related documents in English.
Speech recognition and clarity, including the ability to understand residents, customers, employees, vendors, and coworkers and to speak clearly so that you can be understood.
Frequent verbal communication with residents, guests, vendors, and employees in a fast-paced environment.
Physical presence at the community is essential to perform job duties.
Founded in 1917, Guest Services has worked tirelessly to earn the reputation as the premier hospitality management company and National Park Service concessionaire in the United States. Guest Services takes great care and pride in providing best-in-class services across a wide variety of client sites including luxury communities, hotels, resorts, government and business dining facilities, full-service restaurants, state and national parks, outdoor recreation, boathouses, marinas, museums, conference centers, senior living communities, health care systems, school and university dining facilities, and specialty retail stores.
Guest Services, Inc. is an Equal Opportunity employer. All qualified applicants will receive consideration for employment and promotion without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.
