Resident Experience & Service Delivery

• Act as the first point of contact for residents and guests, providing a warm, professional, and welcoming presence at all times.

• Respond promptly and effectively to resident inquiries, requests, concerns, and complaints across all channels (in-person, phone, email, resident apps).

• Deliver service in alignment with company standards, demonstrating professionalism, discretion, and attention to detail.

• Maintain awareness of resident preferences where appropriate to support a more personalized experience.

• Support resident communications by directing requests to appropriate teams and ensuring follow-up and resolution.

Concierge Services & Resident Support

• Coordinate and support resident service requests related to daily living (e.g., reservations, local information, service referrals) on a request basis.

• Maintain strong knowledge of the local neighborhood, amenities, and services to assist residents effectively.

• Assist with coordinating community initiatives and resident engagement activities in collaboration with site teams.

• Support parcel management, delivery handling, and resident notifications in accordance with established procedures.

Building Operations & Coordination

• Coordinate and support resident move-ins and move-outs, including communication, elevator bookings, and access coordination.

• Liaise with maintenance, property management, and service teams to ensure timely resolution of operational issues.

• Maintain accurate logs for resident interactions, deliveries, access control, and service requests.

• Support the use and accuracy of property management systems and resident communication platforms.

Security, Access & Safety

• Serve as a secure and controlled point of access to the building, ensuring all visitors and vendors are properly logged and authorized.

• Monitor building systems, including CCTV and access control, and report any irregularities.

• Support key and fob management processes in accordance with established controls and auditing procedures.

• Maintain vigilance of the property and escalate safety, security, or operational concerns promptly.

• Ensure compliance with Health & Safety procedures and reporting requirements.

Professional Conduct & Brand Standards

• Present a polished, professional appearance in accordance with company standards and uniform guidelines.

• Maintain a calm, composed, and service-oriented demeanor in all situations, including high-volume or high-pressure environments.

• Uphold the organization’s values, service standards, and commitment to resident experience.

• Protect resident privacy and confidentiality at all times.

• Strong interpersonal and communication skills with the ability to build positive relationships.

• Professional, dependable, and highly organized with strong attention to detail.

• Ability to multitask and prioritize effectively in a fast-paced environment.

• High level of discretion and sound judgment.

• Comfortable using technology, including Microsoft Office and property management systems.

Minimum Requirements:

• Flexible availability required, including day, overnight, evenings, weekends, holidays, and rotating shifts.

• Minimum 2 years of experience in hospitality, customer service, or multi-residential environments.

Preferred Attributes:

• Experience in residential, hotel, or luxury service environments.

• Familiarity with resident apps, parcel systems, and property management platforms (e.g., Yardi).

• Knowledge of the local area, services, and amenities.

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, including:

• Frequently required to sit, talk, and hear.

• Regularly required to stand and move; use hands to grasp, squeeze, finger, handle, and feel; reach, push, and pull with hands and arms; twist; reach overhead; stoop, kneel, squat, bend, and crouch.

• Regularly required to climb and descend stairs and ladders.

• Regularly lift, carry, and move up to 50 pounds.

• Vision abilities required by this job include close vision, distance vision, and depth perception.

• If driving a company-provided vehicle:  coordinate hands and feet, incorporating vision and hearing, to drive safely.