Front Desk Agent

The Front Desk Agent / Resident Services Coordinator serves as the primary point of contact for residents and guests and is responsible for ensuring a seamless, luxury experience through proactive, personalized service. This position is the one-stop shop for all resident needs—handling maintenance and valet requests, amenity coordination, event reservations, resident communications, and concierge-level support. The role is expected to know residents personally, maintain detailed profiles, anticipate needs, and consistently exceed expectations with hospitality, efficiency, and discretion. This position also supports the Office Manager and oversees the condition and readiness of the amenity floor and common areas, ensuring all spaces reflect the building’s brand and service standards.

Schedule: All Shifts Available (First Shift, Second Shift, and Overnight Shift) Must be flexible with days as the Front Desk Services Team will work together to maintain exceptional service at this new luxury property.

Duties And Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Greeting all residents and guests with a warm, standing welcome while maintaining the highest standards of hospitality.
• Serve as the primary contact for all resident service requests, including maintenance, valet, amenity coordination, and concierge-level assistance.
• Maintain detailed resident profiles, including preferences, service history, special dates, and unique requests, to anticipate needs and deliver personalized service.
• Supervise and guide front desk operations to ensure a consistent 5-star experience and smooth execution of policies and procedures.
• Support the Office Manager by executing delegated administrative tasks and assisting with operational logistics.
• Manage amenity area reservations, including coordination of event logistics, set-up requests, guest lists, and communication with other departments (valet, housekeeping, security).
• Inspect, reset, and maintain amenity floors and common areas throughout the day to ensure cleanliness and compliance with brand standards.
• Provide personalized recommendations and assist with local area guidance (restaurants, attractions, transportation, etc.).
• Support and coordinate resident onboarding, including orientation and welcome materials.
• Receive and manage package deliveries, mass mailings, and resident notices. Assist with preparation and posting of newsletters, email blasts, and announcements.
• Handle resident concerns with empathy, offer solutions, and escalate to Management as needed while maintaining a professional and service-forward attitude.
• Respect resident privacy, time, and lifestyle choices while delivering thoughtful, proactive support.
• Act as a liaison across departments (engineering, housekeeping, office, club) to coordinate high-touch, seamless service delivery.
• Document daily activity, incidents, and service interactions using designated logs and reporting forms.
• Report any violations of Rules and Regulations or unusual activity, using proper reporting formats.
• Be well-versed in emergency procedures and support Management with disaster planning, resident communications, and evacuation protocols.
• Follow all check-in and phone etiquette protocols with professionalism and courtesy.
  
  

Work Environment

The working environment will be indoor and will require team member to sit and stand frequently. Low to moderate noise level in the workplace

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

The employee is occasionally required to sit, stand, reach, lift, bend, kneel, stoop, climb, push and pull items weighing 30 pounds or less. The position requires manual dexterity; auditory and visual skills; and the ability to follow written and oral instructions and procedures. Ability to detect auditory and/or visual emergency alarms. Noise level in the work environment is usually low to moderate.

Position Type/Expected Hours of Work

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

Required Education And Experience

• High school diploma or GED; some college preferred
• Minimum six months’ related experience and/or training in hospitality, concierge, or customer service
• Must be proficient 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
  
  

Position Supervision

Employee reports directly to the department supervisor and/or the Association Manager of the community.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.