Operations Manager

1 month ago

Austin, United States Worth Ross Management Co Inc Full time
Job DescriptionJob Description

Location: Luxury High Rise Condo in Downtown Austin/Lady Bird Lake Shore Area Zip Code: 78701


Schedule: Flexible FT Shift including Sunday



Operations Manager/ Front Desk Manager

About Us:

Worth Ross Management Company is an award-winning industry leader, and a team of extraordinary people. We have the advantage of recruiting and retaining the best talent in the HOA management industry. Diversity and inclusion are the only paths that allow forward progress and our success as a company stems from that philosophy.

About the Role:

Oversees the Concierge team. Responsible for planning and directing the Front Desk/Concierge operations, resident, and guest services, including all related management functions, with the result being a consistently positive resident or guest experience. Requires a self-motivated, outgoing, detail oriented, customer service and customer-focused individual. Welcomes all residents, guests, and vendors professionally and warmly. Maintains excellent knowledge of emergency response and access control procedures. Has excellent interpersonal, communication, and organizational skills that allow them to work independently, and without direct supervision. These include multi-tasking, e-mailing, telephone etiquette, taking and communicating important messages, learning, and using resident, guest and vendor names and using them consistently. Identifying and organizing resources to provide the highest level of personal service that is expected by our residents, their families, and other guests.

Duties and Responsibilities:

  • Assists residents in establishing accounts and schedules access for authorized vendors to provide services within units.
  • Maintains daily logs and incident reports. Presents them to General Manager for review.
  • Assists in investigations, tape/log reviews of any unusual incidents.
  • Assists General Manager and Assistant General Manager with any special requests – administrative work, mailings, etc.
  • Monitors and controls Electronic Security Control Systems and access to the building.
  • Identifies and clarifies residents’ needs and desires. Answers questions, gives directions and instructions, and develops inventories of services provided.
  • Guides the resident, guest, or vendor to their destination in the building when time permits.
  • Manage Building Leases and all administrative responsibilities related.
  • Manage Supplies and inventory for the office, the team, and the residents.
  • Post Ancillary Charges
  • Reconcile Monthly company Debit card expenses.
  • Manage Collection for HOA and Utility Accounts
  • Assist in drafting weekly and Monthly Management Reports for the Board.
  • Process owner refund request.
  • Participate in any necessary meetings for the Association.
  • Support leadership team in enforcing rules and regulations and building policies.
  • Support leadership team with Board requests and projects including any Committee actions.
  • Create and Manage Team schedule for Concierge staff.
  • Develops and implements regular training, and onboarding for new team members.
  • Performs regular 1:1 meeting with each team member weekly.
  • Maintains a working knowledge of the Condominium Association Documents.
  • Draft enforcement letters, fine notices, warnings, and other community wide correspondence.
  • Perform regular building inspections of common areas, residential floors, hallways and amenity spaces.
  • Oversees and schedules all Concierge staff to cover the requirements of the building.
  • Responds to any changes in the schedule and fills any open shifts in a timely manner. On call availability for emergencies and call outs.
  • Manages and screens messages.
  • Seeks ways to improve the services that we already provide, or add additional services, by listening to resident comments, observing their usage, and making recommendations to management.
  • Maintains resident and guest confidentiality, and the organization's reputation.
  • Able to understand and react quickly and effectively to any emergency.
  • Enter all pertinent information concerning residents, their contact information, family members, pets, vehicles, insurance, into Building Link. Responsible for making any changes to this information on a timely basis.
  • Responsible for maintaining a safe and secure environment for all residents, guests, and staff. Follow established safety guidelines and immediately report all hazardous conditions or equipment safety issues to the General Manager and Chief Engineer.
  • Responds to resident concerns and complaints in a professional and caring manner. Follows up and tries to resolve all such concerns and complaints. Elevates issues to General Manager if necessary/appropriate.
  • Communicates effectively and demonstrates good customer service skills to residents, guests, vendors, and other staff members.
  • Ability to work weekends, holidays, and additional shifts when necessary.
  • Attends scheduled in-service training when required.

Education/Experience:

High school diploma required. College Degree preferred. Minimum of 3 years of Managerial position in community association or hospitality industry required.

What you need to succeed:

  • Physical demands include the ability to lift 30-50lbs.
  • Standing, sitting, and walking.
  • Ability to work at a personal computer, as well as talking on the phone, for extended periods of time.
  • Ability to quickly and easily navigate the building as required to meet job functions.
  • Ability to detect auditory and/or visual emergency alarms and respond quickly and appropriately.
  • Ability to work extended/flexible hours, weekends, and holidays if required by coverage necessary for the building,
  • Ability to respond to emergencies promptly.
  • Communicate, receive and exchange ideas and information using both spoken and written word.
  • The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job.

Included Benefits:

Medical

Dental

Vision

Short term disability (STD)

Long term disability (LTD)

Employee assistance program (EAP)

Identity theft protection

Pet insurance

Retirement/ 401K

Paid Time Off (PTO)

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