Guest Services Agent - Residential

About the role

Are you passionate about supporting residents? Our dynamic portfolio awaits a customer‑focused team player like you! As a Guest Services Agent you will build meaningful relationships with residents and vendors, handle a variety of daily interactions, and contribute to a fast‑paced environment that enhances the resident experience.

Responsibilities

• Handle all customer interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible.
• Maintain proficiency in all programs required to manage residential desk needs.
• Resolve customer complaints and assist with inquiries related to services, hours of operation, key personnel, in‑house events, directions, etc.
• Respond to all requests accurately and timely, making recommendations based on property knowledge and community policies.
• Ensure an efficient reception experience for guests and residents, including logging maintenance requests, elevator reservations, and general inquiries.
• Communicate relevant feedback from residents and other departments to the Property Manager.
• Handle telephone and email communications with prompt courtesy.
• Communicate effectively with property management and the hotel team.
• Coordinate arrival of vendors, guests, deliveries, and prospects, directing them to appropriate departments and locations on‑site and in the parking garage.
• Monitor amenities, ensure readiness for events, and assist residents with private reservations.
• Demonstrate strong written and verbal communication skills for team and guest interactions; multitask in a fast‑paced, high‑volume environment.
• Process packages, messages, and mail—both outgoing and incoming—in an accurate and timely manner.
• Maintain the storage room by storing and retrieving packages.
• Collaborate closely with all departments to prioritize resident needs and provide the best possible experience.
• Perform other duties as required.

Qualifications

• High School degree or equivalent.
• Front Office/Concierge experience in a hotel, residential, or customer‑focused industry.
• Proficiency in MS Outlook, MS Word, MS Excel, and MS Windows.
• Excellent customer service and interpersonal skills.
• Excellent oral and written communication skills.
• Ability to work well within a team.
• Must be able to work a minimum of one weekend day per week.
• Must be able to work early‑morning and/or night shifts.
• Excellent organizational and time‑management skills.

Benefits

• Choice of benefits package: no cost, $11, $44, or $103 per pay for PPO, HSA, or HMO.
• Generous PTO plan.
• 401(k) employer match.
• Referral program.
• Free on‑site parking or commuting support.
• Hotel discount at various properties.
• Annual education allowance of up to $1,000.
• Residential housing discount after one year of continuous employment.

Pay

Salary range: $23‑$24 per hour.

About the company

Onni has been building communities for people to live, work, and play for over half a century. Our success reflects our commitment to employees and partners, and our dedication to quality construction, innovation, sustainability, and customer satisfaction. We operate across North America with offices in Vancouver, Toronto, Los Angeles, Seattle, Phoenix, and Chicago.

AI Use

This role may involve the use of artificial intelligence (AI) tools to support research, analysis, content development, design, reporting, or operational efficiency. Employees are expected to use AI responsibly and in compliance with company policies, data‑privacy requirements, confidentiality obligations, and applicable laws. All AI‑generated or AI‑assisted outputs must be reviewed for accuracy, quality, and appropriateness before use. Employees must disclose when AI tools have been used in the creation of work and must not present AI‑generated content as solely their own original work.