Operations Supervisor

Job Overview:

Our high-rise division is actively looking for a Resident Relations Supervisor/Operations Supervisor. The Resident Relations Supervisor is responsible for overseeing the daily activities of the Front Desk Team in addition to assisting the General Manager (GM) in executing "Five-Star" service excellence to its residents. The Resident Relations Supervisor 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, Connect, Access Control, Security etc.) on a daily basis to enhance the lifestyle of every resident.

The Resident Relations Supervisor will be detail oriented and have the ability to multitask several projects at one time. He/she should be willing and able to quickly respond and lead residents and fellow associates through emergency response situations. He/she should be able to work independently and without direct supervision. In addition, the Resident Relations Supervisor supports and executes administrative tasks as directed by the Board of Directors and management. This position 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.

Compensation: $25-26/hr

FirstService 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.

Job Responsibilities:

Work closely with the General Manager and the Board of Directors to plan and implement the strategic plan, community vision, and the goals and objectives.

• Ensure adherence to association policies and procedures, and compliance with corporate, civil code, and state and federal obligations. This includes reviewing policies on an ongoing basis and ensuring proper records are maintained.
• Monitor and evaluate the community needs: identify opportunities for improving customer service and communication.
• Ensure all landscape and maintenance issues are proactively addressed.
• Comply with company policies, procedures and attend all company mandatory functions.
• Work closely with committee members and the Board of Directors as directed.
• Other projects and opportunities as assigned.
• Conducts onboard training for all new Resident Relations Specialists.
• Inspects all lobbies throughout shift ensuring consistency and cleanliness.
• Assists management with investigations, tape/log reviews for property incidents.
• Reviews and approves RRS's daily shift checklist and shift notes.
• Responds and documents resident concerns and complaints in a timely manner before escalation to management.
• Monitors Electronic Security Control and Emergency Response Systems.
• Resolves and follows-up on all client complaints/issues in a quick and thorough manner Documents and maintains daily activity logs of all lobbies and reports back to management for review and action if needed.
• Works efficiently to fulfill resident requests.
• Assists engineering team by accurately imputing work orders for service requests in a timely manner; follows up with both engineering and resident at completion.
• Follows safety procedures and maintains a safe work environment for all.
• Complies with service expectations and company standards as well as policies and procedures.
• Update and generate any required association and management reports as required by G.M.
• Coordinate all meeting logistics as required by G.M.
• Act as backup when G.M. is on vacation, sick days, or out of office.
• Work with Front Desk staff to issue residents gate access transponders and process all transponder payments. Corradiated guest vehicle access and assist in updating resident information in the gate access system.
• Maintain an organized workspace.
• Complete company training as assigned, attend all mandatory company functions and adhere to First Service Standards of Operation to include FirstService University courses.
• Assist General Manager collecting Certificates of Insurance from vendors, moving companies, and others.
• Manage the move in/out process
• Manage monthly billing of EV/Trickle Charge fees including collection of Certificates of Insurance/Proof of Insurance from owners
• Complete onboarding of new residents
• Responsible for newsletter creation
• Manage all clubroom reservations
• Parking/storage space leases
• Updating key registry on an ongoing basis

Skills & Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.

• Excellent customer service skills
• Strong leadership and team building skills
• Ability to manage multiple priorities
• Excellent communication skills
• Promotes collaboration

Education & Experience:

• Bachelor's degree preferred or equivalent work experience.
• A minimum of 2 years of successful hospitality management experience.

Supervisory Responsibilities:

• Will participate in staff coaching/counseling. Will complete, as required employee assessments with General Manager.
• Active participant in annual performance reviews for direct reports.
• Train, develop, supervise, and manage the performance of direct associates and assist in the performance management of indirect associates.
• Supervises team ensuring associate takes breaks and lunches according to HR policies and procedures and California state laws.

Physical Requirements & Working Environment:

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to lift 25 lbs.
• Work in an upright standing or sitting position for long periods of time.
• Must have finger dexterity for typing/using a keyboard.
• Must be able to sit for long periods of time at a desk.
• Must be mobile enough to move around office.
• Must be able to effectively receive telephone calls and voice mail messages.
• Must be literate and articulate in written form to prepare correspondence.
• Must be able to handle multiple tasks.

What We Offer:

• Medical, dental, and vision plans (full time and part time 30+ hours)
• Part time 20+ hours qualify for dental and vision
• 401K match
• Time off including vacation, sick, and company paid holidays
• Pet insurance available
• Verizon discount
• Tuition reimbursement
• Legal services
• Free emotional wellbeing and daily life assistance support for all associates
• Domestic partner coverage
• Health savings account
• Flexible spending account

About Us:

FirstService Residential transforms the property management landscape by providing professional association management services to over 9,000 residential communities across the United States and Canada.

Our dedication to associate satisfaction and growth is recognized by our Great Place to Work certification, exemplifying our commitment to fostering a positive and inclusive workplace culture. Our 19,000 associates can count on competitive salaries, top-tier medical, dental, and retirement benefits, career training, and support for continued professional development.

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.

FirstService Residential is an equal opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status.

Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with federal and state laws. All offers of employment with FirstService Residential are contingent upon a satisfactory background check.