Operations Coordinator

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Job Description

 

JOB DESCRIPTION

 

TITLE: Operations Coordinator

 

DEPARTMENT: Management

 

Position Summary

 

The Operations Coordinator is a key leadership position that is responsible for the safety, security, and hospitality

 

experience at the Symphony Honolulu. Oversees all aspects of the Residential Specialist and Front Desk

 

Department including direct supervision of the associates. Assists General Manager and Chief Engineer in creating

 

and executing standard operating procedures that emphasize best-in-class customer service for a luxury

 

condominium. Performs assigned duties related to the management and maintenance of the Symphony Honolulu

 

tower building facilities, resident accommodations, and terms of occupancy. Assists in establishing and developing

 

personnel, administrative, and maintenance standards.

 

Assists in the preparation, review, and analysis of financial statements and budgets. Assist the Chief Engineer with

 

the duties of General Manager in their absence. Ensures safety and security protocols are followed and staff

 

training is maintained. Review and approve incident reports.

 

A: ESSENTIAL JOB DUTIES AND RESPONSIBILITIES

 

• Provides assistance to General Manager and Chief Engineer in managing the facilities to ensure their

 

efficient and safe operation. Assists in the following duties:

 

• Direction and coordination of the staff in performing repairs, maintenance, and landscaping or

 

gardening duties, or arranging contracted personnel to perform such duties.

 

• Resolution of tenant complaints concerning Symphony Honolulu services, other tenants, or visitors,

 

and coordination of services to the facility and residents.

 

• Leads by example and applies the absolute highest standards for our residential Specialist and Front Desk personnel to follow. Promotes a positive, friendly, professional, uplifting environment and ensures best-in-

 

class service in all interactions with residents, guests, and team members.

 

• Responsible for training and developing all Residential Specialist and Front Desk Employees on Standards of Excellence, Company Policies, and Standard Operating Procedures.
• Has knowledge and assists in all emergency procedures as required. Ensures all safety and security protocols are consistently followed.
• An engaged leader communicates, motivates, coaches, recognizes, and supervises all subordinate personnel. Organizes department meetings and conducts performance goals and reviews with team

 

members. May be authorized to hire or discipline employees subject to the review and approval of General

 

Manager.

 

• Empowers all Residential Specialists and front desk personnel to provide excellent service in an intuitive manner by anticipating residents, vendors’, contractors’, and guests’ needs.
• Responds to and field all resident complaints and concerns relating to service or safety on a management level.
• Looks for innovative, creative, and efficient solutions to understand the needs of our residents. Manages the implementation process of residential services by ensuring all resources and tools are effectively used

 

to enhance the Symphony Honolulu experience. i.e.: TownSq and CRM.

 

• Uphold House Rules and other regulations directed by the Board of Directors.
• Manages the work schedule and shift assignments for the Residential Specialists and Front Desk Department to ensure adequate coverage in a 24/7 operation.
• Participates in a minimum of (1) property walk per week with the General Manager and the Chief Engineer. Log and record the results of the inspection. Works with the Chief Engineer and other department leads to schedule and conduct the needed repairs.
• Assists the Chief Engineer with securing proposals and the preparation of a bid matrix for each individual repair/equipment replacement/contract/service as required.
• Assists the Chief Engineer in reviewing and monitoring contracted projects to ensure compliance with project specifications.
• Ensures that the buildings' common elements are maintained according to established standards and procedures.
• Prepares and maintains reports and records regarding guest and visitor incidents, maintenance, personnel matters, and other reports and records directed by General Manager and Chief Engineer.
• Assists General Manager and Chief Engineer in the preparation and administration of the Association’s financial operations:
• Assists in the preparation, review, and approval of the budget prior to the new fiscal year.
• Assists in reviewing and preparing work papers and documents for the annual budget, including operating expenses, depreciation, interest, insurance, administration, and fiscal matters. c. Assists in the

 

preparation of spreadsheets and conduct database analysis of actual performance to

 

budget throughout each fiscal year.

 

• May represent the Symphony Honolulu at industry meetings, business and government projects, functions, and activities to promote goodwill and create a positive public and professional image throughout the community.

 

B: Marginal Job Duties:

 

• At the direction of General Manager and Chief Engineer, directs workers to perform general or specific

 

maintenance and repair duties. Assists in coordinating the services of outside contractors.

 

• May purchase or direct the purchase of building and maintenance supplies, machinery, equipment, or furniture as approved by General Manager.
• Subject to specific conditions secures computer files by ensuring retention of backup files. With the assistance of the Chief Engineer maintains the Security and Camera Systems. Ensure that all staff is trained

 

and have the ability to troubleshoot these systems as needed. This includes the maintenance and training of all electronic equipment in our Social and Media rooms.

 

• With the guidance of the Chief Engineer ensures that maintenance and engineering programs are in compliance with state and federal Occupational Safety and Health Act (OSHA) guidelines.
• Assists the Chief Engineer in establishing guidelines to ensure that all departments return tools, equipment, and supplies to their proper location after use.

 

Requirements

 

SUPERVISION

 

Supervision Exercised:

 

Exercises indirect supervision of all subordinate administrative, security, housekeeping, and maintenance personnel. Provides direct supervision in the absence of General Manager.

 

Supervision Received:

 

Receives direct supervision from General Manager and Chief Engineer; occasional direct supervision from the Property Manager or Board of Directors.

 

Required Qualifications

 

Experience:

 

Two (2) years’ experience as an Assistant General Manager or Operations Manager or five (5) years

 

experience in a major hotel, luxury condominium, or apartment facility involving management of a key department. Equivalent experience in accounting procedures and elementary financial analysis.

 

Knowledge:

 

• Demonstrated knowledge of building HVAC systems, 2120 Multi-Plex Simplex systems, and EMS systems; basic computer literacy. Working knowledge of basic accounting procedures, with the ability to understand, prepare, analyze, and utilize financial statements, budgets, and financial spreadsheets.
• Working knowledge of Microsoft programs: Outlook, Exel, Word.
• Must be able to effectively communicate both verbally and written, with all levels of management, employees, residents, and guests in an attentive, friendly, courteous, and service-oriented manner.
• Ability and experience to develop procedures and effectively resolve conflict.
• Must be flexible to work nights, weekends, and holidays and remain on call for emergencies. Long hours and shift coverage are required when necessary.
• Accredited General Manager (ARM) accreditation preferred; training in Basic CPR & First-Aid; college degree desirable.
• Continuing Education credits. Leadership Training experience.
• Current State of Hawaii Guard Card.

 

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.