Resident Reception Coordinator (LEAD Concierge)

Key Responsibilities

• Deliver a white-glove service experience to residents, guests and visitors.
• Greet all residents and guests with professionalism, warmth and discretion.
• Serve as the primary point of contact for general resident inquiries and community information, referring complex or sensitive matters to the Lead Concierge or General Manager.
• Anticipate resident needs and proactively provide assistance and solutions.
• Build positive, professional relationships with residents while maintaining confidentiality.
• Assist with move-ins, move-outs and vendor arrivals - guest arrivals.
• Assist with move-in/move-out reservations with the General Manager, ensuring only one move is scheduled per day and that the elevator and loading dock are reserved.
• Coordinate pre/post move in inspections with the General Manager.
• Coordinate New Owner/Lessee Orientation scheduling and confirm Application to Lease paperwork is on file at least 10 days before lease commencement (Rules, Section 20).
• Support the General Manager and management team with daily operations and special projects.
• Assist with meeting preparation, resident events and community functions.
• Support the Front Desk and Reception Associate.
• Contribute to maintaining the property's reputation for excellence and luxury service.

Front Desk & Reception Operations

• Professionally answer and direct incoming phone calls and electronic communications.
• Welcome and register visitors while maintaining community security protocols.
• Maintain an organized, polished and welcoming reception area at all times.
• Support light administrative tasks such as filing, data entry, and recordkeeping as directed.
• Check in all guests and visitors at the Front Desk, call the Resident being visited for authorization, maintain the visitor sign-in log per Rules Section 5(f).
• Issue and track resident access cards/fobs and temporary access devices for houseguests and service personnel, securing identification as required and ensuring devices are returned at department (Rules, Section 5).
• Confirm guests/groups using the pool, spa, or barbeque area are signed in under the appropriate Unit name, consistent with the "Impromptu Gathering" limits in Rules Section 12.

Compliance Monitoring and Reporting

• Maintain working knowledge of the CC&R's sufficient to recogniation violations.
• Track and log requests.
• Maintain pet registration.
• Maintain logs of after-hours guest access, houseguest notifications, temporary access credential insurance, flagging discrepancies.
• Walk the property to observe, log and report maintenance issues.
• Weekends; Inspect pool area.

Package and Vendor Coordination

• Direct delivery, contracting, and service personnel to appropriate parking per Rules Section 7(c).
• Coordinate vendor access and service appointments in accordance with community policies, escalating scheduling conflicts to the Lead Concierge or General Manager.
• During scheduled move-ins/move-outs, confirm movers use the designated padded elevator and loading dock only, and that no-move related items pass through the lobby (Rules, Section 19).

Community Support & Oversight of Front Desk Associate

• Support the General Manager and management team with daily operations and special projects.
• Assist with meeting preparation, resident events and community functions.
• Support the Front Desk and Reception Associate.
• Contribute to maintaining the property's reputation for excellence and luxury service.

Safety & Security Awareness

• Follow all community safety, emergency, and security procedures.
• Monitor lobby and common-area activity and report concerns to the Lead Concierge or General Manager.
• Respond calmly and professionally during emergencies, following established protocols.
• Maintain confidentiality regarding residents, guests and community operations.
• Monitor security cameras, and provide access to residents, owners and their guests utilizing the ButterflyX app.

Knowledge, Skills, Abilities

• Strong customer service and hospitality orientation.
• Professional appearance and demeanor suitable for a luxury residential environment.
• Outstanding verbal and written communication abilities.
• Ability to remain composed and professional in high-pressure or high-traffic situations.
• Good organizational skills and attention to detail.
• Basic proficiency with Microsoft Office, resident management software and digital communication platforms.
• Ability to maintain confidentiality and exercise discretion at all times.
• Comfortable following access-control and visitor logging procedures accurately and consistently.
• Demonstrate initiative by remaining productive during slower period.

Education

High school diploma required.

Customer service, hospitality, retail or reception experience preferred.

Experience in a front desk, concierge or guest services role is a plug but not required (training will be provided.)

Physical Requirements

Ability to stand, walk and move throughout the property for extended periods.

WHAT WE OFFER

• Comprehensive benefits package including medical, dental, and vision Wellness program
• Flexible Spending Accounts
• Company-matching 401k contributions
• Paid time off for vacation, holidays, medical, and volunteering
• Paid parental leave
• Training and educational assistance
• Support programs, including Employee Assistance Program and Calm Health
• Optional benefits including short- and long-term disability, life insurance, and pet insurance
• Most importantly, a caring team who is dedicated to your success!