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Lifestyle Manager/Concierge

2 months ago

Miami, United States FirstService Residential Full time

Job Overview:


This position serves residents by providing information and services. Self-motivated; outgoing; detail oriented; customer service and customer focused individual with excellent interpersonal, communication, and organizational skills including e-mailing, identifying, and organizing resources to provide personal service expected by residents.

  • The amenities Director’s responsibility is to ensure the highest quality guest service and cleanliness through the pool, spa, gym, children’s room, and any other amenity area onsite.


  • Conduct daily inspections of all amenity areas, reporting / addressing any issues observed (enter all maintenance requests on BuildingLink). Specifically, furnishings, equipment function, cleanliness, safety and overall quality and appearance. The amenities director is responsible for getting proposals for items pertaining to amenities specific.


  • Maintain weight / exercise room equipment.


  • Responsible for ambiance at all amenity levels. Ex: Lighting, music selections and volume. Make sure chaise lounges, chairs and cushions are aligned for uniformity.


  • Prepares amenities for scheduled activities, Ex: Popcorn in theatre room, climate controls, massage rooms, etc.


  • Check all Amenity level TV Monitors to ensure they are displaying our informative Community Channel at all times. Create and maintain content for the community channel.


  • Send out Resident Communications Via BuildingLink and upload same communications in elevator and Amenity level screens. Note some scheduled timeframes - cigarette disposal, recycling, exterminator notices.


  • Preparation of flyers for events and functions.


  • Oversees weekend resident liaison.


  • Preparation of Amenities budgets and event budgets.


  • Preparation of weekly resident engagement ideas.


Receive and respond to daily communications from Residents. Review Reservation requests in BuildingLink. Approve or contact resident for alternate dates/times.


  • Assist Residents in registering their bicycles and contact residents leaving non-operable bicycles on racks.


  • Maintain inventory of supplies, place and receive orders.


  • Track Towel usage and contact residents that have not returned - signed them back in. Coordinate with Front Desk supervisor who monitors the towel collection process.


  • Schedule appointments and classes (ex: Spa, Tennis, Yoga, Palates, Massages, Car Wash, etc.); submit to management for final approval.


  • Assist Management with Annual Resident Surveys.


  • Maintain resident vendor lists for pet services; water activities; personal trainers; massage therapist, etc.; Ensure that they all have association required licenses and insurance. Maintain Resident Release and Hold Harmless documents on required services/vendors.


  • Create, plan, and facilitate monthly resident events, (ex: Memorial Weekend BBQ, 4th of July Picnic, etc.) for residents, inclusive of cost outline. Subject to General Manager's/Board approval.


  • Develops positive relationships with residents and guests. Develops positive relationships with local contacts. Meet with various vendors, review their services and products and schedule complimentary promotions for the residents.


  • Answer resident inquiries, offer suggestions and provide descriptive literature pertaining to local events, including but not limited to, excursions, sports events, concerts, and plays, shopping, dining, nightlife, and recreational destinations upon request.


  • Review resident lease expiration dates and contact Landlords to determine tenant departures or extensions. Report findings to the Administrative Assistant and / or Jr. Property Manager.


  • Assist Management with unit owner/ tenant to obtain new owner's information and review Association Rules & Regulations. Maintain confidentiality of any information of the residents and keep it only the knowledge of management.


  • Meet & greet all new residents, provide a warm welcome and new resident orientation tour. Will be available to residents and guests by phone and email during scheduled shifts.Handling of Zoom specific orientations.Create amenities video tours of common areas as needed.


  • Program, educate and provide unit owners/ tenants with fobs and vehicle gate RFID stickers when applicable.


  • Review and approve/decline resident postings (make sure posts are appropriate and building/resident related). Please be on the lookout for inserted resident posted weblinks. Ensure weblinks are compliant with Association rules. Management reserves the right to deny the posting of weblinks outside of the BuildingLink App.


  • Reviews and implements policies and procedures to facilitate the use of amenities by owners, tenants and their guests. Follow all safety and security policy programs and procedures.


  • Maintain a clean and well-organized workstation.


  • Perform any or all duties and handle projects as assigned by Management.


  • Assist Management with miscellaneous tasks as needed.


Competency:

  • To perform the job successfully, an individual should demonstrate the following competencies:

Analytical – Synthesizes complex or diverse information; Collects and researches date; Uses intuition and experience to complement data.

Problem Solving – Identifies and resolves problems in a timely matter; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.

Customer Service – Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; meets commitments.

Interpersonal Skills – Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others’ ideas and tries new things.

Written Communication – Writes clearly and informatively; Edits work for spelling and grammar; Varies writing styles to meet needs; Presents numerical data effectively; Able to read and interpret written information.

Teamwork – Balances team and individual responsibilities; Exhibits objectively and openness to others’ views; Contributes to building a positive team spirit; Able to build morale and group commitments to goals and objectives; Supports everyone’s efforts to succeed.

Ethics – Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.

Adaptability – Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation: Able to deal with frequent change, delays, or unexpected events.

Safety and Security – Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.

Attendance / Punctuality – Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. While performing the duties of this job, the employee is frequently required to walk, stand and bend; reach with hands and arms; talk or hear and taste or smell. The employee is regularly required to use hands to finger, handle or feel. The employee is occasionally required to climb or balance AND STOOP, KNEEL, CRUNCH, OR CRAWL. The employee must occasionally lift, push, pull, and/ or move up to 45 pounds.Specific vision and depth perception for visual inspection of pool and /or beach areas. The employee is required to regularly express or exchange ideas by spoken words, loudly and quickly. The employee must speak English.


Work Environment:

  • The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently exposed to outside weather conditions; heat – subject to temperatures above 100 degrees for a period of more than one hour; Rain; Storms. The employee is occasionally exposed to wet/ or humid conditions; high, precarious places; toxic or caustic chemicals; risk of electrical shock and exposed to fumes or airborne particles. The noise level in the work environment is usually loud.


Scheduling:

The employee is subject to schedule changes and/ or overtime as required by the job and his/ her supervisor. This may include working after the course of normal business hours and at other times as required by the job. Weekend hours are required for this position at times. The employee is subject to these schedule changes on as little notice as 24 hours.


Compensation: $60,000 Annually


Disclaimer:

The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. This is not an all-inclusive job description; therefore, management has the right to assign or reassign schedules, duties, and responsibilities to this job at any time.