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Front Desk Concierge

Company: FirstService Residential
Location: San Francisco
Posted on: November 26, 2022

Job Description:

*Job Title: * Resident Relations Specialist

*Reports to: * Regional Director

*Location: * San Francisco, CA

*JOB SUMMARY*

The Resident Relations Specialist ("RRS") supports the Regional Director ("RD") and/or the Community Manager by providing exceptional, responsive service to every resident or guest they encounter. The RRS is the interface that executes a variety of concierge/social/resident functions enhancing the resident experience at their property or community. While all on-site positions promote and exude warm and helpful service, the RRS position specifically focuses on "Five-Star" service excellence. The RRS is tasked with understanding residents' expressed and unexpressed preferences and executing a full-service hospitality platform under the direction of the RD. The RRS 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 (Connect, Access Control, Security etc.) daily to enhance the lifestyle of every resident.

In addition, the RRS 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: *

* Identifies and clarifies residents' expressed and unexpressed needs, answers questions, and gives direction and instructions in a professional helpful manner.
* Answers the telephone within two rings, using correct salutations, personal identification, and telephone etiquette.
* Takes, records, and relays messages accurately, completely, and legibly.
* Responsible for all package distribution (incoming and outgoing) for the property and ensures all are logged into Connect when received and signed for when picked up.
* Monitors all property access points (gates, garages, doors, elevators) through the operation of Closed Circuit Television where applicable. Reports all suspicious activity to the proper authority to ensure continued resident safety.
* Complies with service expectations and company standards as well as policies and procedures.
* Accommodates resident requests expediently and courteously within 24 hours of the initial call. Follows up with person assigned to task and resident to ensure completion of the request.
* Attends and participates in designated meetings or functions as required by the Regional Director or the Board of Directors.
* Administers the access control program, which includes the issuance of FOBs and updates tracking software.
* Informs all vendors of building rules and regulations.
* Assists with move-in orientation for new residents.
* Assures all visitors are registered and authorized by a homeowner to be on the property.
* Maintains a log of temporarily available parking spaces for resident guests and visitor use.
* Maintains complete knowledge and complies with the HOA's policies and procedures.
* Maintains fresh organized workstations with necessary supplies throughout shift as well as administers the cleanliness of the building's entrance and lobby.
* Makes accurate timekeeping and payroll entries each day in accordance with company policy.
* Monitor security cameras and take action if inappropriate behavior of a member is noted.
* Inform CM or other senior staff members of any injury or behavior incident, the complete incident report, and/or call law enforcement or emergency crew as needed.
* Consistent use and maintenance of information in Connect, Tasks, and other FirstService database programs as assigned.
* Move management; perform move coordination duties as assigned.
* Perform site reviews and related correspondence and follow-up as assigned.
* Package management: track delivery, notify residents of packages and conduct daily package audits.
* Support staff to complete administrative duties.
* Other duties assigned as needed.

*SUPERVISORY RESPONSIBILITIES: *

None currently.

*QUALIFICATIONS: *

Will possess past Resident Services, Customer Service and/or Hospitality experience. Is highly organized and detailed 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. Can multitask while working at times under pressure and in a diverse environment. Must be passionate about always providing our residents exemplary customer service.

* Ensures uniform and personal appearance are clean and professional at all times while maintaining a pleasant demeanor.
* 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.
* Receptive to receiving constructive feedback regarding personal performance for 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 another respectful identifier.
* Must be flexible in work schedule which may include AM/PM shifts, weekends and holidays.

*EDUCATION and/or EXPERIENCE*

* A high school diploma or equivalency is required.
* College-level courses in business or hospitality are preferred.

*LANGUAGE SKILLS*

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

*MATHEMATICAL SKILLS*

Strong general math skills.

*CERTIFICATES, LICENSES, REGISTRATIONS*

Valid California Driver's License and State Mandated Vehicle Insurance

*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 be able to sit and stand for extended periods of time.
* Must have finger dexterity for typing/using a keyboard.
* Must be able to actively talk and listen to clients, vendors, co-workers, and supervisors.

*WORK ENVIRONMENT*

The work environment characteristics are normal office conditions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

* All positions/schedules may change based on business needs and may include weekends, evenings, and holidays.
* Overtime may be required from time to time, based on business needs and as approved by the supervisor.
* Consistent and regular attendance required.

*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.

Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with federal and state laws, as well as applicable local ordinances, including but not limited to the San Francisco and Los Angeles Fair Chance Ordinances._

Job Type: Part-time

Pay: $17.00 - $18.50 per hour

Benefits:
* 401(k)
* 401(k) matching
* Dental insurance
* Health insurance
* Life insurance
* Paid time off
* Referral program
* Vision insurance
Schedule:
* 8 hour shift
* Day shift
* Evening shift
* Night shift
* Weekend availability

Ability to commute/relocate:
* San Francisco, CA 94107: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):
* This is a part-time position working 32hrs/week. Shifts are Tues 4pm-12am, and Fri/Sat/Sun 8am-4pm. Does this schedule work for you?
* This position is budgeted at $17-18.50/hr. Does this meet your expectations?

Experience:
* Customer service: 1 year (Preferred)

Work Location: One location%58047475%

Keywords: FirstService Residential, San Francisco , Front Desk Concierge, Other , San Francisco, California

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