Resident Services Manager

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As the Resident Services Manager, you will lead a team of concierge to ensure outstanding customer service experiences are being delivered to residents, guests and prospects. At Gables our mission is Taking Care of the Way You Live. Your team is the first point of contact in ensuring that our residents feel valued, supported, and comfortable in their homes. Providing an exceptional living environment to our residents is something we feel passionately about and this is your opportunity to ensure our residents are receiving best in class service.

• Manage relationship with our third party concierge services vendor
• Ensure property is properly staffed with concierge staff and coordinate schedules with third party provider
• Maintain an excellent customer service relationship with all residents, visitors, and prospects by adhering to the Gables Pledges of Customer Service
• Work with property management office staff to ensure clear communication and collaborative team environment with Concierge staff.
• Adhere to the Gables Standard Operating Procedures
• Train all new concierge team members
• Create resident events that are consistent in manner and engage our residents to develop meaningful relationships with their neighbors
• Develop relationships with community partners that may provide resident services, events or discounts.
• Responsible for ensuring that the lobby, entry ways, and front desk is clean and organized at all times and coordinating with maintenance/housekeeping when needed
• Monitor Community Refreshment Areas: coffee, water, continental breakfast, to make certain they are stocked at all times and supplies are ordered when necessary
• Answering the telephone, providing information, forwarding calls and taking messages when necessary
• Routinely inspect community amenity areas for trash, cleanliness, and lighting
• Distributing and assisting residents with packages when needed as backup to package locker system
• Accepting service requests from residents and logging appropriately
• Ensuring that all apartment keys are accounted for and secure during shift per Access Management standards
• When necessary, issuing keys to residents or other associates.
• Monitoring parking areas and amenity areas and issuing visitor guest passes
• Receive and distribute dry cleaning to residents
• Track, monitor and inspect amenity areas when rented by residents
• Handle noise complaints presented by residents after normal leasing office business hours
• Contact emergency services in the event of a fire or other incident requiring fire, medical, or police attention
• Other tasks as assigned by supervisor

To perform this job successfully, an individual must be able to perform each essential duty well. The requirements listed below are representative of the knowledge, skills and abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

Education

No specific level of education is required, High School Diploma or equivalent is preferred. However, for safety and productivity reasons, the position requires the ability to read and write English.

Professional Experience

3-5 years previous experience in a hotel or apartment concierge role.

Attendance/Travel

Position will typically be scheduled Monday-Friday 9:00 AM-6:00 PM, however the position requires the ability to work any of the seven days of the week, 52 weeks of the year. Due to community staffing limitations, it is extremely critical that individuals be able to work their scheduled hours on a consistent basis and, if necessary, overtime hours when requested. Travel may be required for company training classes or to work at other communities as requested.

Licenses/Equipment

Valid Drivers License required and reliable personal transportation.

Skills

• Ability to read, analyze and interpret all forms of information
• Excellent written and verbal communication skills
• Ability to accept and learn from constructive criticism
• Ability to lead a team
• Must be well organized
• Must be detail oriented
• Must be team oriented but able to work independently on occasion
• Must demonstrate tact and diplomacy
• Ability to prioritize tasks
• Ability to multi-task
• Must be efficient
• Must possess strong analytical and problem solving skills
• Ability to follow oral and written instructions

Computer skills:

• Minimum of basic knowledge of computers
• Ability to use Outlook
• Minimum of basic Internet knowledge

Learning and Development

Maintain a commitment to ongoing professional development and career growth.

Career Apparel

Associate must wear career apparel based on defined company standards.

An Equal Opportunity Employer – M/F/D/V.

If you’re passionate about exceeding goals and providing exceptional customer service experiences, come join Gables in our mission of Taking Care!

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