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As the Resident Services Manager, you will lead a team of concierge to ensure outstanding customer service experiences are being delivered to residents, guests and prospects. At Gables our mission is Taking Care of the Way You Live. Your team is the first point of contact in ensuring that our residents feel valued, supported, and comfortable in their homes. Providing an exceptional living environment to our residents is something we feel passionately about and this is your opportunity to ensure our residents are receiving best in class service.
Manage relationship with our third party concierge services vendor
Ensure property is properly staffed with concierge staff and coordinate schedules with third party provider
Maintain an excellent customer service relationship with all residents, visitors, and prospects by adhering to the Gables Pledges of Customer Service
Work with property management office staff to ensure clear communication and collaborative team environment with Concierge staff.
Adhere to the Gables Standard Operating Procedures
Train all new concierge team members
Create resident events that are consistent in manner and engage our residents to develop meaningful relationships with their neighbors
Develop relationships with community partners that may provide resident services, events or discounts.
Responsible for ensuring that the lobby, entry ways, and front desk is clean and organized at all times and coordinating with maintenance/housekeeping when needed
Monitor Community Refreshment Areas: coffee, water, continental breakfast, to make certain they are stocked at all times and supplies are ordered when necessary
Answering the telephone, providing information, forwarding calls and taking messages when necessary
Routinely inspect community amenity areas for trash, cleanliness, and lighting
Distributing and assisting residents with packages when needed as backup to package locker system
Accepting service requests from residents and logging appropriately
Ensuring that all apartment keys are accounted for and secure during shift per Access Management standards
When necessary, issuing keys to residents or other associates.
Monitoring parking areas and amenity areas and issuing visitor guest passes
Receive and distribute dry cleaning to residents
Track, monitor and inspect amenity areas when rented by residents
Handle noise complaints presented by residents after normal leasing office business hours
Contact emergency services in the event of a fire or other incident requiring fire, medical, or police attention
Other tasks as assigned by supervisor
To perform this job successfully, an individual must be able to perform each essential duty well. The requirements listed below are representative of the knowledge, skills and abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.
No specific level of education is required, High School Diploma or equivalent is preferred. However, for safety and productivity reasons, the position requires the ability to read and write English.
3-5 years previous experience in a hotel or apartment concierge role.
Position will typically be scheduled Monday-Friday 9:00 AM-6:00 PM, however the position requires the ability to work any of the seven days of the week, 52 weeks of the year. Due to community staffing limitations, it is extremely critical that individuals be able to work their scheduled hours on a consistent basis and, if necessary, overtime hours when requested. Travel may be required for company training classes or to work at other communities as requested.
Valid Drivers License required and reliable personal transportation.
Ability to read, analyze and interpret all forms of information
Excellent written and verbal communication skills
Ability to accept and learn from constructive criticism
Ability to lead a team
Must be well organized
Must be detail oriented
Must be team oriented but able to work independently on occasion
Must demonstrate tact and diplomacy
Ability to prioritize tasks
Ability to multi-task
Must be efficient
Must possess strong analytical and problem solving skills
Ability to follow oral and written instructions
Minimum of basic knowledge of computers
Ability to use Outlook
Minimum of basic Internet knowledge
Learning and Development
Maintain a commitment to ongoing professional development and career growth.
Associate must wear career apparel based on defined company standards.
An Equal Opportunity Employer - M/F/D/V.
If you're passionate about exceeding goals and providing exceptional customer service experiences, come join Gables in our mission of Taking Care!
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Internal Number: 2021-8966
About Gables Residential
Gables Residential is an award winning, vertically integrated real estate company specializing in the development, construction, ownership, acquisition, financing and management of multifamily and mixed-use communities.
Gables manages approximately 38,000 apartment homes and 400,000 square feet of retail space and has received national recognition for excellence in development, management, sales, marketing, training, benefits and corporate accommodations. These achievements reflect the impact of our experienced and dedicated team members, our superior knowledge of the markets served, and expertise in development and management.