Operations Supervisor - Luxury High-Rise ( Lumina)

About Us

With a legacy spanning four decades, Action Property Management has become the premier choice for homeowner’s association management. Founded in 1984, Action began with a single client and a vision to elevate ethical and professional standards in the HOA industry. Our unwavering commitment to integrity and professionalism, coupled with our core values of excellence, innovation, and care for people, continues to define us. Today, as the largest privately owned HOA management company in the West, we proudly serve over 300 communities across 9 offices. Our success is fueled by a team of nearly 900 dedicated team members who genuinely love what they do and are dedicated to helping homeowners thrive and love where they live.

About the Role

The Operations Supervisor is responsible for leading the daily operations of the Front Desk (Resident Relations team), monitoring building cleanliness and proper maintenance, and ensuring a seamless, personalized experience for residents, guests, visitors, and vendors. This position oversees team performance, service standards, resident relations, and front desk operations while fostering a culture of professionalism, accountability, and hospitality. The ideal candidate is a polished service professional with experience leading front office, operations, concierge, resident services, or guest services teams within luxury hospitality, high-rise residential, or private club environments.

Responsibilities

• Leadership and Supervision
  • Hire, train, manage, mentor, and support the front desk team to ensure consistent high-quality service.
  • Work the front desk to cover schedule gaps and last-minute call-outs.
  • Review, make adjustments, and approve front desk associates’ timecards.
  • Conduct building walkthroughs and regular inspections to ensure cleanliness and proper functionality of components.
  • Schedule and oversee front desk shifts, ensuring appropriate coverage at all times.
  • Conduct training sessions for new front desk staff and provide ongoing development opportunities.
  • Create SOPs for the Front Desk team as needed and present them to the AGM and GM for review.
  • Be available on weekends and after hours for front desk emergencies, including last-minute call-outs and filling in shifts when necessary.
• Resident Experience & Service Excellence
  • Deliver an exceptional resident and guest experience through consistent, high-quality service.
  • Serve as the primary escalation point for resident concerns and service-related issues.
  • Build positive relationships with residents and respond to inquiries in a timely and professional manner.
  • Support resident engagement initiatives, community events, and special programs.
• Operations Management
  • Oversee daily front desk, janitorial, and maintenance operations to ensure efficiency, professionalism, and service excellence.
  • Collaborate with the Management team to develop, implement, and maintain departmental Standard Operating Procedures (SOPs).
  • Ensure compliance with company policies, operational procedures, and community standards.
  • Coordinate with other departments to ensure seamless property operations.
  • Manage and track front desk supplies and ensure the area is organized and well-maintained.
  • Conduct coaching sessions with individuals and document disciplinary action taken.
  • Manage the Employee Retention budget and recognize employees on their birthdays.
  • Ensure all Concierge Associates are trained in emergency response protocols.
  • Collaborate with the Management Team on holiday décor in the lobbies.
  • Manage the KeyTrak system to ensure all keys are accounted for.
• Safety & Security
  • Ensure team members are trained on emergency procedures and response protocols.
  • Oversee key control systems and ensure proper security procedures are followed.
  • Assist with incident documentation and review security footage when required.
  • Support the community’s overall safety and security initiatives.
• Administrative Duties
  • Create and file violation and incident reports.
  • Maintain accurate records, logs, and reports related to front desk activities.
  • Order supplies and uniforms for the team.
  • Assist in preparing weekly and monthly operational reports for the General Manager.
  • Manage key distribution and ensure proper security protocols are followed.
  • Review and approve team timecards.
  • Participate in management meetings and contribute to operational planning and process improvements.
  • Perform additional duties as assigned by management.

Requirements

• Minimum of 2 years of experience in luxury hospitality, residential property management, customer service, or related service-focused environments.
• Minimum of 2 years of supervisory or management experience.
• Strong leadership, communication, and interpersonal skills.
• Demonstrated ability to resolve resident or guest concerns professionally and effectively.
• Experience developing SOPs, training programs, and service standards preferred.
• Strong organizational skills with the ability to manage multiple priorities.
• Proficiency with Microsoft Office and related technology applications.
• Flexibility to work evenings, weekends, holidays, and special events as business needs require.

Qualifications

• High School Diploma or equivalent required.
• Bachelor’s degree in Hospitality Management, Business Administration, or a related field preferred.

Pay

$80,000 - $85,000 a year

Schedule

Tuesday - Saturday, 7:30 am - 4:00 pm. Must be flexible for business needs, including occasional nights and weekends.

Benefits

• Award-Winning Culture: Proud recipient of the 2025 Great Place to Work Certification.
• Comprehensive Benefits: Competitive salary, health insurance, and 401(k) matching for qualifying team members.
• Work-Life Balance: Vacation, sick time, holiday pay, and your birthday as a holiday.
• Cutting Edge Technology: Access to industry-leading tools and resources that drive efficiency and success.
• Career Growth and Development: Join a company committed to supporting your professional growth and helping you achieve your goals.
• Medical, dental, vision, pet insurance, 401(k) with company match, and life and disability support for qualifying team members.