Position: Resident Services Representative Status: Non Exempt
Reports to: Assistant General Manager
POSITION OVERVIEW: The Resident Services Coordinator (RS) staff position is responsible for delivering the highest level of customer service to the residents and their guests 100% of the time. The RS staff interacts with residents to provide assistance and information in response to inquiries, concerns and requests relating to the amenities and services offered at the Pinnacle. RS staff members shall exemplify a positive, professional, safe and fun work environment.
Shift Availability
Saturday & Sunday 7am to 3pm
Monday & Wednesday 3pm to 11pm.
Hourly Wage - $18.00
Summary Of Resident Services Responsibilities
Deliver the Pinnacle services to residents and guests per the Amenities/Services Offering Summary
Delivery shall be by telephone, electronically or face to face
Provide these services in a professional, respectful, timely & positive manner
Assure compliance with Pinnacle Policies and Procedures
The RS staff shall strive to achieve the following standards 100% of the time
Present a professionally dressed appearance in accordance with Pinnacle guidelines
Present a clean and well groomed appearance
Present a positive and non defensive attitude with all residents, guests, vendors and staff
Assure proper security for the residents, their guests and the facility
Monitor the property via security cameras as well as first hand observation
Assure that guests and vendors login and escort procedures are adhered to
Resolve resident and guest problems, issues, inquires and concerns
Obtain all relevant information in order to fully understand the situation
Seek appropriate assistance as necessary
Resolve the situation to the satisfaction of the resident
Follow up with the resident, where appropriate, regarding closure or next steps
Update the Daily Handover Report with all pertinent information
Report/log all maintenance requests, including those from residents, staff, and observations
Conduct daily property walks, as assigned, and report/log all maintenance, landscape, facility and security issues observed
Update and maintain The Pinnacle operations and resident information and communication system.
Assure accurate resident, guest and vendor information
Assure accurate scheduling (enter the date, are, event and special requests)
Handle all emergencies according to the property’s Emergency Response Plan (ERP), Standard Operating Procedures and by calling 911 when appropriate
RS staff shall be well versed with
The Amenities/Services Offerings
The Pinnacle Policies and Procedures
Other duties as assigned.
Minimum Requirements
Knowledge/Skills and Experience
Education And/or Experience
Experience in customer service/administrative field i.e. hotel, property management, F&B, retail, receptionist. High School Diploma or equivalent.
Language Skills
Ability to read and comprehend instructions, correspondence, and memos.
Ability to write correspondence emails. Ability to read and interpret documents in English such as safety rules, operating and maintenance instructions, and procedure manuals.
Ability to effectively listen and comprehend homeowner, guest or vendor requests and concerns.
Ability to speak effectively before groups of customers or employees of organization in English.
Knowledge of Spanish a plus.
Equipment Utilized
Computer, desk phone, key bank machine, copier/printer, tablet
Computer Operations
Microsoft Office (Word, Excel, Outlook)
Building Link
Key bank and fob system
Internet Explorer
Mathematical And Reasoning Skills
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
Seniority level
Entry level
Employment type
Full-time
Job function
Other
Industries
Hospitality
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