Job Description

Job Overview:

This position will assist in the management of the property in accordance with company policies, procedures and standards, as well as provide administrative support to the General Manager. This individual will have a thorough understanding of luxury living and applicable service standards. In addition, knowledge and skill in the areas of income/expense management and administration, physical facilities management and homeowner relations.

Your Responsibilities:

• Demonstrates superior customer service at all times and a genuine desire to serve with a professional demeanor and polished appearance at all times.
• Adheres to the company Mission Statement, Values and Global Service Standards of FirstService Residential.
• Creates the culture needed to enhance, promote and execute daily positive interaction among members of the building management team.
• Responsible for the preparation and distribution of home owner’s manuals, New Homeowner Orientation meetings, daily property and amenity inspections, emergency procedures and other necessary formalized communication required for on-boarding new Residence Owners and new Associates
• Build a personal rapport/trust with all homeowners at the time of Orientation and throughout their residence, understanding likes/dislikes, personal preference and priorities relative to their high-rise living expectations
• Possess excellent interpersonal skills and the ability to speak to all levels of clientele. Must have good listening skills with the ability to anticipate needs even before inquiry or request from Residence Owners.
• Ensures that resident and guest concerns are resolved in a professional and timely manner. Reports any resident or guest dissatisfaction to General Manager.
• Responsible for supervising the Front Desk Concierge to ensure service standards are delivered to every Residence Owner.
• Responsible for training and/or on-boarding Front Desk Concierge and tracking their performance for a 90-day Performance Review and follow up opportunities.
• Oversees the tracking and response to home owners’ service requests through Connect work order system
• Responsible for scheduling loading dock/service elevator for all move-in, move-out as well as other service elevator requests.
• Responsible for scheduling and managing the Guest Suites and Party Room reservations and ensuring the rooms are prepared for upcoming reservations.
• Maintains Preferred Vendor List and coordinates Certificate of Insurance (COI) requirements for any/all vendors requesting community access.
• Assists General Manager with resident communications re: delinquency and violation notifications
• Assists General Manager with monthly, quarterly and annual financial reporting, as well inputting of all financials to the Connect (timely and efficiently).
• Reviews, approves and maintains the utility billing reports and delinquent follow-up.
• Responsible for managing multiple projects and work assignments simultaneously in support of the General Manager, i.e. administrative work, mailings, staff meetings, on-boarding materials, updating and maintaining standard operating procedures.
• Follows safety procedures and maintains a safe work environment in all common areas as well as heart of the house.
• Responds to emergency situations in a timely manner, recording/documenting all details of incident.
• Prepares Board Meeting Packets, attends and prepares the Meeting Minutes of all meetings of the Board of Directors, Monthly/Special/Annual
• Assists in preparation of Weekly Management Reports, Community Newsletter and other mass communications.
• Performs daily property inspections of residential common areas, including the Pool Deck, Fitness Center, Dog Run, Loading Dock, in and around assigned Retail area.
• Maintains current resident information in Connect (amenity reservations, vehicle, pets and visitor registrations). Communicates and updates the Front Desk Concierge of changes, in order to continuously delivery exceptional service and anticipate the needs of our customers.
• Assumes all other duties and responsibilities as directed by General Manager.
• Establishes and maintains industry contacts and relationships in the property's marketplace through involvement in trade organizations, property management and real estate associations and networking opportunities with vendor outreach and peer groups.

Skills & Qualifications:

• Education/Training: High school diploma or equivalency required. BA/BS in Business Administration or related field preferred.
• Experience/Knowledge/Abilities: Experience as an on-site manager managing the property or building operations, such as staff and service contracts, resident retention and resident improvements is preferred. Strong management/supervisory experience, working knowledge of customer service principles and practices along with time management and interpersonal skills. Ability to read, analyze, and interpret technical procedures, regulations or documents with a similar degree of complexity. Strong interpersonal skills.
• Computer literacy: Proficiency and working knowledge of Microsoft Office applications.

Your Responsibilities:

• Manage community center. Create and update community center policies and procedures.
• Work with and respond to both resident and developer goals as they relate to the community center and community involvement/engagement.
• Plan, promote and participate in annual calendar of activities, classes, clubs and ongoing programs that (1) meet the interests of community member at varying ages with varying ability levels and (2) stimulate and improve quality of life.
• Through their own initiative, grow, manage and produce communication opportunities to homeowners through the use of the website, social media, newsletter etc. Must be able to generate articles and posts of interest to residents through their awareness of important items staff is working on or is concerned about.
• Oversee and schedule all rentals for the recreational facilities and collect forms, deposits, fees, insurance requirements, etc., for each.
• Manage annual activities budget. Review, explain and account for variances.
• Maintain accurate records of expenditure for each event and submit all receipts in a timely and organized manner according to Company procedures.
• Works with appropriate committee(s) and volunteers to manage the set up and tear down of all events. Maintains order and flow during each event. Mediate any issues as they may arise. Insure work site and event safety.
• Develops and maintains an effective ongoing homeowner relations plan, implements initiatives, and manages relationships to ensure a high level of service including timely and complete resolution of homeowner concerns, coordinating special services and requests as measured by formal and informal feedback and surveys.
• Responds to phone calls and correspondence within 24 hours.
• Negotiate and contract with caterers, DJ’s, caterers, porter services, etc.
• Build partnerships with local businesses and organizations to provide opportunities to engage in various community service projects and activities in the local area.
• Design, build and execute sponsorship program for local businesses to sponsor lifestyle events and initiatives.
• Create invitations, announcements, and postings to market community programs and promote participation.
• Recruit and organize resident volunteers, committee members and club members.
• Recognize committee members and volunteers and show appreciation formally and informally.
• Serve as a local information resource and reference for homeowners.
• Attend committee, staff and other meetings as required.
• Hours are flexible and will include some nights, weekends and holidays.
• Qualified candidates must be self-motivated and able to work effectively with a committee of homeowners.

Skills & Qualifications:

• Education/Training: College degree preferred, but not required. High School Diploma or equivalency required.
• Qualifications: The qualified candidate will be enthusiastic, energetic and outgoing with a background in recreation, and/or social event planning or adjacent industry. Excellent communication skills, including verbal, written and platform speaking are a requirement. Ability to interact and build relationships with adults of all ages. Strong working knowledge of customer service principles and practices. Customer relationship-development and client retention experience a plus. Must be friendly, courteous, service-oriented, and enjoy working with a variety of people. Must possess strong organization skills with the ability to effectively manage multiple and competing priorities. Must be able to work independently with minimal supervision. Solid time management skills required. Highly organized and possesses excellent communication skills, including verbal, written and platform speaking. Minimum 5 years’ experience in program development including assessing, designing and implementing vocational, emotional, social, physical, and intellectual programs.
• Computer literacy: Working knowledge of Microsoft Office applications required. Applicant must have working knowledge of how to operate Constant Contact, SquareSpace and Canva.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Compensation: $52000 - $62400 / year

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