Resident Relations Specialist Supervisor

Job Title: Resident Relations Supervisor

 

Reports To: Resident Relations Manager

 

Location: San Francisco, CA

 

Job Summary

 

LUMINA, one of San Francisco’s top luxury high-rise developments, is actively looking for a Resident Relations Supervisor. The Resident Relations Supervisor is responsible for overseeing the daily activities of the Front Desk Team in addition to assisting the General Manager (GM) and/or Resident Relations Manager (RRM) in executing “Five-Star” service excellence to its residents. The Resident Relations Supervisor is customer focused with excellent interpersonal communication and organizational skills and has 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 Resident Relations Supervisor will be detail oriented and have the ability to multitask several projects at one time. He/she should be willing and able to quickly respond and lead residents and fellow associates through emergency response situations. He/she should be able to work independently and without direct supervision. In addition, the Resident Relations Supervisor 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.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES may include but are not limited to:

 

• Conducts onboard training for all new Resident Relations Specialist’s
• Inspects all lobbies throughout shift ensuring consistency and cleanliness
• Assists management with investigations, tape/log reviews for property incidents
• Conducts daily Key Trak audit for every shift
• Reviews and approves RRS’s daily shift checklist and shift notes
• Responds and documents resident concerns and complaints in a timely manner before escalation to management
• Monitors Electronic Security Control and Emergency Response Systems
• Resolves and follows-up on all client complaints/issues in a quick and thorough manner
• Documents and maintains daily activity logs of all lobbies and reports back to management for review and action if needed
• Works closely and efficiently with the property Concierge to fulfill resident requests
• Assists engineering team by accurately imputing work orders for service requests in a timely manner; follows up with both engineering and resident at completion
• Follows safety procedures and maintains a safe work environment for all
• Complies with service expectations and company standards as well as policies and procedures.
• Supervises team ensuring associate takes breaks and lunches according to HR polices and procedures and California state laws

 

Supervisory Responsibilities

 

• Creates, adjusts and reviews schedule for Resident Relations Specialist’s
• Coaches and councils RRS team when needed and communicates findings to Manager
• Conducts job interviews for new RRS when appropriate
• Active participant in annual performance reviews for direct reports
• Checks and monitors that accurate timekeeping and payroll entries are done by direct reports each day in accordance with company policy
• Oversees and completes payroll processing for direct reports

 

Qualifications

 

Will possess past Resident Services, Customer Service and/or Hospitality supervisory experience. Is highly organized and detail oriented with a “can do” team player attitude. Has excellent communication and customer service skills and is administratively strong. Is proficient in MS Office with the willingness and ability to learn company internal software. Is able to multitask while working at times under pressure and in a diverse environments. Must be passionate about providing our residents exemplary customer service at all times.

 

• Ensure uniform and personal appearance are clean and professional at all time while maintaining a pleasant demeanor for self and team.
• Demonstrates consistent effective written, verbal and listening communication skills.
• Demonstrates problem-solving abilities independently and responsibly.
• Has the ability to quickly adapt to change both in client needs and policies and procedures which have been implemented by management and the HOA Board of Directors.
• Able to work independently and as a team and prioritizes daily workload efficiently and professionally.
• Ability to work extended hours and weekends based on project requirement or as necessary to fill shifts in times of demand.
• Receptive to receiving constructive feedback regarding personal performance for personal professional development.
• Must work effectively with co-workers, residents and others by sharing ideas in a constructive and positive manner; listens to and objectively considers ideas and suggestions; keeps commitments and keeps others well informed of work progress, timetables and issues; address’ problems and issues constructively to find mutually acceptable and practical business solution; address’ others by name, title or other respectful identifier.
• Must be flexible in work schedule which may include AM/PM shifts, weekends and holidays.
• Proficient knowledge of Microsoft Applications, especially Outlook, Word and Excel.
• Command of information system hardware/software is preferred, including ADP.
• Ability to quickly and easily navigate the property/building as required to meet the job functions.

 

EDUCATION And/or EXPERIENCE

 

• High school diploma or equivalency required. College level courses in Business or Hospitality preferred.
• Two (2) to three (3) years of Business/Hospitality experience preferred.

 

Language Skills

 

• Proficient in English (written and verbal)
• Second language helpful (Spanish, French, Mandarin, Japanese, Farsi, Persian)

 

Mathematical Skills

 

Excellent general math skills.

 

CERTIFICATES, LICENSES, REGISTRATIONS

 

Valid California Driver’s License and State Mandated Vehicle Insurance

 

REASONING ABILITY

 

• Ability to determine next level involvement for problem resolution
• Must demonstrate good judgment and critical thinking skills
• Able to think and respond quickly with reason and confidence and not emotion
• Ability to define operational problems, collect data, establish facts, and draw valid conclusions.
• Must be able to work well under pressure and deadlines, as well as work independently and prioritize time effectively.
• As a supervisor, this person will recognize strengths and weaknesses of key staff members and adjust job descriptions, positions, assignments and training accordingly in order to maximize return on both employee retention as well as company performances.

 

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

 

• Must be mobile enough to move about the facilities, including up and down stairs and recreational areas and navigate uneven surfaces.
• Must be able to lift up to 25 pounds.
• Must have finger dexterity for typing/using a keyboard.
• Must be able to actively talk and listen to clients, vendors, co-workers and managers.

 

WORK ENVIRONMENT

 

Work is performed in a variety of environmental conditions, with exposure to outdoor temperatures, weather variations, traffic and equipment noise, equipment vibrations, vehicle and/or chemical fumes, chemicals such as cleaning solvents and grease, machinery and their moving parts and dust.

 

About Us:

 

FirstService Residential is North America's foremost property management firm. Our dedication, responsiveness and integrity are why thousands of communities across the U.S. and Canada choose FirstService Residential to manage their properties. We have expertise working with complex communities with large budgets and numerous amenities. In addition, we manage commercial associations and mixed-use developments, as well as multi-family and investor-owned rental and REO properties for institutional and private equity clients.

 

We're all about our associates, and as we continue to grow, we're looking for even more quality people who share our dedication to doing what's right, improving residents' quality of life, building great relationships and truly making a difference for their clients, their colleagues and themselves. Is that you? If so, apply today or join our community and learn more about FirstService Residential.

 

To learn more about our company and culture, please visit www.fsresidential.com/california

 

FirstService Residential is an equal opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status.