Resident Reception Coordinator (LEAD Concierge

Resident Reception Coordinator (LEAD Concierge)

Reports to:

General Manager

The Resident Services Coordinator (Lead Concierge) is the senior front-of-house team member, responsible for elevating and maintaining the resident experience to a true luxury standard while overseeing compliance-related front desk functions on behalf of the General Manager. This role works in rotation with the Lead Concierge & Resident Services Coordinator to provide front desk and concierge coverage seven days a week.

The Associate focuses on real-time front desk operations, visitor and access management, and first line observation of community activity, referring compliance and administrative matters to the Lead Concierge or General Manager.

• Deliver a white-glove service experience to residents, guests and visitors.
• Greet all residents and guests with professionalism, warmth and discretion.
• Serve as the primary point of contact for general resident inquiries and community information, referring complex or sensitive matters to the Lead Concierge or General Manager.
• Anticipate resident needs and proactively provide assistance and solutions.
• Build positive, professional relationships with residents while maintaining confidentiality.
• Assist with move-ins, move-outs and vendor arrivals - guest arrivals.

• Assist residents with package coordination, deliveries, dry cleaning services and vendor access.
• Maintain current knowledge of local attractions, dining, entertainment, wellness and cultural offerings.
• Support community events and resident engagement programs.
• Investigate, develop and maintain a concierge program including restaurant reservations, transportation, local recommendations, event tickets and other lifestyle services.
• Cultivate relationships with local restaurants, attractions and event coordinators.

• Professionally answer and direct incoming phone calls and electronic communications.
• Welcome and register visitors while maintaining community security protocols.
• Maintain an organized, polished and welcoming reception area at all times.
• Support light administrative tasks such as filing, data entry, and recordkeeping as directed.
• Check in all guests and visitors at the Front Desk, call the Resident being visited for authorization, maintain the visitor sign-in log per Rules Section 5(f).
• Issue and track resident access cards/fobs and temporary access devices for houseguests and service personnel, securing identification as required and ensuring devices are returned at department (Rules, Section
  5).
• Confirm guests/groups using the pool, spa, or barbeque area are signed in under the appropriate Unit name, consistent with the "Impromptu Gathering" limits in Rules Section 12.

• Schedule and track move-in/move-out reservations with the General Manager, ensuring only one move is scheduled per day and that the elevator and loading dock are reserved.
• Confirm receipt and filing of the required Certificate of Insurance for movers, vendors and contractors prior to move-in and confirm collection of the $250 admin fee and $500 damage deposit.
• Coordinate pre/post move in inspections with the General Manager.
• Coordinate New Owner/Lessee Orientation scheduling and confirm Application to Lease paperwork is on file at least 10 days before lease commencement (Rules, Section 20).
• Maintain the log of written authorizations for Real Estate Broker/Agent access, confirm sign-in compliance for Open Houses, coordinate logistics for multi-unit Open Houses with the General Manager.

• Maintain working knowledge of the CC&R's sufficient to recognition violations.
• Track and log requests.
• Maintain pet registration.
• Maintain logs of after-hours guest access, houseguest notifications, temporary access credential insurance, flagging discrepancies.
• Walk the property to observe, log and report maintenance issues.
• Weekends;
  Inspect pool area.

• Direct delivery, contracting, and service personnel to appropriate parking per Rules Section 7(c).
• Coordinate vendor access and service appointments in accordance with community policies, escalating scheduling conflicts to the Lead Concierge or General Manager.
• During scheduled move-ins/move-outs, confirm movers use the designated padded elevator and loading dock only, and that no-move related items pass through the lobby (Rules, Section 19).

• Support the General Manager and management team with daily operations and special projects.
• Assist with meeting preparation, resident events and community functions.
• Serve as the senior point of contact for the Front Desk and Reception Associate
• Help maintain open communication between residents, management and service providers
• Contribute to maintaining the property's reputation for excellence and luxury service.