Resident Services Supervisor (Overnight)

Responsibilities

• Serve as the extension of the Management Office, including night and weekend service when the office is closed.
• Create and update policies and procedures required to run Front Desk operations smoothly and efficiently at a 5‑star level, with approval of the Property Manager.
• Supervise Front Desk personnel and any other Concierge staff.
• Ensure residents receive optimum enjoyment of building aesthetics, privacy, services, and amenities.
• Build positive resident relationships by anticipating needs and exceeding expectations with gracious, creative service.
• Act as “chief of protocol,” coordinating security, valet, maintenance, housekeeping, and office staff to deliver seamless service to residents and guests.
• Foster a positive image of owners, developers, boards of directors, management team, and service providers.
• Assist the Management Office with resident communications and relationship management.
• Manage Front Desk operations, including package delivery, amenity‑rental event coordination, theatre and business‑room reservations, greeting residents and guests, and supervising Front Desk Security Officer protocols.
• Maintain Front Desk, Concierge, and assigned areas in a professional, presentable condition; personal items, phones, earpieces, books, or magazines must not be visible or impede access to equipment.
• Greet all guests standing upright upon entry, delivering the highest quality of customer service.
• Respond to resident and guest concerns with empathy and resourceful problem‑solving while preserving the positive image of the Association, developer, and management team.
• Respect resident and guest privacy, perspectives, priorities, time, and resources.
• Maintain and update unit‑owner information in the computer database as assigned.
• Follow all check‑in policies and procedures without exception.
• Promptly communicate resident and guest concerns to the Management Office.
• Direct inquiries beyond the Front Desk Manual or Concierge scope to the Management Office.
• Be well‑versed in Rules and Regulations and report any violations observed.
• Use designated Daily Log and Incident Report forms to record factual details of incidents.
• Answer all telephone calls professionally, using proper phone etiquette.
• Oversee scheduling and use of condominium amenity areas; coordinate amenity‑rental events, submit extra‑personnel requests, provide event schedules, guest lists, and arrange staffing within cost and reimbursement provisions.
• Inspect facilities for cleanliness and damage before and after events, providing accurate reports and recommendations for capital improvements.
• Prepare and publish communications from Management to residents and guests, including monthly newsletters, email blasts, website postings, and assist with mass mailings as directed.
• Follow policies regarding lost‑and‑found items and package deliveries.
• Coordinate emergency response with Management, Chief Engineer, and fire/police services; assist with hurricane, disaster, and emergency preparedness and response, emphasizing resident communications and evacuation needs.
• Attend meetings, training sessions, and assist with emergency service duties as required.

Requirements

• Excellent English verbal and business‑level writing skills; bilingual capabilities in Spanish and/or other languages preferred.
• Bachelor’s degree or equivalent combination of life experience and industry training.
• 1–3 years of concierge or comparable hospitality customer‑service experience.
• Basic proficiency in Microsoft Word and Excel for clear notices, reports, and basic analysis.
• Ability to learn and use specialized hospitality and related software.
• Experience managing events, including coordination of staffing, scheduling, and post‑event inspections.

Physical Demands

The employee is regularly required to talk and hear, frequently stand and walk, use hands to handle objects, and reach with hands and arms. Lifting objects up to 25 lb is required.

Work Environment

This role operates in a professional office setting and routinely uses standard office equipment.

Position Type / Expected Hours

Full‑time position. Flexible and long hours may be required for building urgencies, emergencies, special events, or projects at the Manager’s discretion.

Travel

No travel is expected for this position.

Other Duties

This job description is not intended to be an exhaustive list of all duties, responsibilities, or activities required. Duties, responsibilities, and activities may change at any time with or without notice.