Resident Relations Specialist - Swing​/Overnights

Job Overview

The Resident Relations Specialist – Swing/Overnights (“RRS”) supports the General Manager (GM) and/or the Resident Relations Supervisor/Resident Relations Lead by providing exceptional, responsive service to every resident or guest they encounter. The RRS is the interface who executes a variety of concierge/social/resident functions enhancing the resident experience at their property or community. While all on‑site positions promote and exude warm and helpful service, the RRS position specifically focuses on Five‑Star service excellence.

The RRS is tasked with understanding residents expressed and unexpressed preferences and executing a full‑service hospitality platform under the direction of the GM. The RRS is customer focused with excellent interpersonal communication and organizational skills and has a can‑do attitude. He/she must understand and adopt all community management tools – communications mediums, Building Link, Access Control, Security – daily to enhance the lifestyle of every resident.

In addition, the RRS supports and executes administrative tasks as directed by the Board of Directors and management. The RRS requires skilled representation (verbal, written, visual) at all times, with peak emphasis on delivering friendly, helpful and professional service to all residents, co‑workers and management.

Schedule: 32 hours a week, Sat & Sun 4pm-12am;
Tues & Wed 12am-8am

Compensation: $24 - $26/hr first

Service Residential will compensate the successful candidate in accordance with the posted range. The salary or wage paid to the successful candidate will be commensurate with experience, education, and specific job responsibilities. For positions designated at a client’s property, the salary or wage will also be premised upon the client’s directive. The base pay range is subject to change and may be modified in the future.

• Identify and clarify residents expressed and unexpressed needs, answer questions and give direction and instructions in a professional helpful manner.
• Answer the telephone within two rings, using correct salutations, personal identification and telephone etiquette.
• Take, record and relay messages accurately, completely and legibly.
• Document all pertinent information in resident logbooks throughout their shift.
• Responsible for all package distribution (incoming and outgoing) for the property and ensure all are logged into Building Link when received and signed for when picked up.
• Monitor all property access points (gates, garages, doors, elevators, pool) through operation of CCTV where applicable. Report all suspicious activity to proper authority to ensure continued resident safety.
• Comply with service expectations, company standards, and policies and procedures.
• Accommodate resident requests expediently and courteously within 24 hours of initial call. Follow up with the person assigned to task and resident to ensure completion of the request.
• Attend and participate in designated meetings or functions as required by the GM or the Board of Directors.
• Maintain a list of residents needing special assistance in case of an emergency and be an active member on the emergency response team.
• Inform all vendors of building rules and regulations.
• Assist with move‑in questions new residents may have and redirect them if needed to a different department.
• Ensure all visitors are registered and authorized by homeowner to be on property.
• Ensure all pets, vehicles, motorcycles, and bicycles are properly registered and logged in Building Link.
• Ensure people sent downstairs to the valet parking garage have a valid parking ticket.
• Maintain complete knowledge and comply with the HOA’s policies and procedures.
• Maintain fresh organized workstations with necessary supplies throughout shift and administer cleanliness of the building’s entrance and lobby.
• Maintain current vendor information to accommodate all resident requests.
• Stay current on notices sent from the HOA to different floors in lobby to answer any questions residents may approach.
• Make accurate timekeeping and payroll entries each day in accordance with company policy.
• Complete daily tasks and projects assigned by…