Customer Relations Officer Jobs (NOW HIRING)

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JOB OVERVIEW:

Mansions Resident Relations Officer manages all aspects of the Concierge Department and attends to the needs of all

permanent residents. Provides information to resident inquiries, creates, plans, oversees and executes all

resident events and communicates with appropriate departments accordingly, coordinates and communicates

all bookings of private event space for residents, coordinates all resident requests for special arrangements or

services, courteously and efficiently, creates monthly newsletter and all collateral for resident events.

Mansions Resident Relations Officer is an ambassador for Mansions Residents in and out of the workplace. The position

will proactively engage with vendors and partners to obtain special privileges and exclusive access for

residents, enhancing their overall experience with unique offers and opportunities.

Mansions Resident Relations Officer will also collaborate with other departments to enhance the overall resident experience and maintain the property’s reputation for excellence.

REPORTS TO: Director of Residences

POSITION TYPE: Full-Time

SCHEUDLE: Varies based on business needs; typically, Sunday and Monday off, but must be available

for all Mansions events as well as to oversee Resident reservations of private event spaces.

Must be available to act as Manager on Duty when Assistant Residences Manager is off.

WORK ENVIRONMENT:

Concierge Desk, lobby,common elements, office areasand private residential units.

KEY RELATIONSHIPS:

Internal: Front Desk/Security, Mansions Grill, Engineering, Butlers, Valet Parking,

Pool & Beach, and Management Office.

External: Residents, Resident guest/visitors, designated Service Company staff,

Acqualina Staff, Estates Staff, Residents’ Personnel and vendors.

QUALIFICATIONS

Essential:

1. High school graduate or equivalent vocational training certificate.

2. Fluency in English both verbaland non‐verbal.

3. Provide thorough communication,consistentand accurate follow-up for all tasks.

4. Compute basicarithmetic.

5. One years’ experience in a similar position in a 5-star property or equivalent luxury residence.

6. Ability to inputand access information in the property management system/computers.

7. Ability to:

• Perform job functions with attention to detail, speed and accuracy.

• Exercise time management skills by organizing tasks in a manner to work efficiently and effectively

to complete all daily functions prior to the end of the shift.

• Be aclear thinker, remaining calm and resolving problems using good judgment.

• Follow directions thoroughly, accurately and consistently.

• Anticipate and execute Resident Owners service needs.

• Work with a positive attitude and cohesively with co‐workers as part of a team.

• Display integrity and maintain an industrious work ethic to perform shift with minimal

supervision.

• Maintain confidentiality of Resident information and pertinent property data.

8. Provide genuine, caring and impeccable customer service while maintaining a polished and

professional demeanor.

Desirable:

1. College degree or formal training in the Hospitality Industry.

2. Previous experience as a Concierge in a luxury market.

3. Previous supervisory experience in a luxury hotel/resort

4. Fluency in asecond or third language, preferably Spanish/Russian/ Portuguese.

5. Knowledge of local attractions, services and suppliers/vendors.

PHYSICAL ABILITIES

Essential:

1. Frequent standing and walking throughout shift.

2. Endure various physical movements throughout the work areas.

• Lift, transfer and store heavy objects up to 60 pounds

• Occasional kneeling, pushing, pulling and lifting

• Occasionalascending or descending ladders, stairsand ramps

3. Reach overhead and extension up to 30 inchescomplete tasksat different levels.

4. Remain in stationary position for up to 8 hours throughout work shift.

5. Satisfactorily communicate and follow up with Owners, management and co‐workers to their

understanding.

ESSENTIAL JOB FUNCTIONS

1. Maintain complete knowledge of and comply with all departmental policies/service

procedures/standards.

2. Proactively maintain accurate owner information, preferencesand history and update BuildingLink as necessary.

3. Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as

intended.

4. Maintain complete knowledge of, comply with, and enforce Resident rules and regulations

5. Anticipate and fulfill owner’s needs,concluding tasks promptly and acknowledge all residents.

6. Always maintain positive resident relations. Resolve residentcomplaints, ensuring resident satisfaction.

7. Establish resident interests, preferences and celebratory occasions and update in Building Link.

8. Create and collaborate on celebratory occasion acknowledgements for all residents.

9. Create and promote weekly move night.

10. Identify and report deficiencies in Building Link

11. Monitorand maintain cleanliness, sanitation and organization ofassigned work areas.

12. Maintain complete knowledge of:

a) All residence features/services, hours of operation.

b) Mansions Grill offerings, hours, menu price range and dresscode.

c) How to operate all Building amenities (i.e. Theater, Golf Simulator, Kids room TV, Game room

TV’s/games, F1 simulator, Peleton bike in Private Studio, all Fitness Center equipment, Spa facilities

etc.)

d) Local events,attractions, holiday schedules.

e) Preferred vendors

f) Elevator systems

g) Who is in/out of the residence

h) Who has access to units and preferred contact for each unit.

13. Meet with Reception to review outstanding requestsand necessary follow up.

14. Create and promote resident activities appealing to residents and junior residents

15.Manage budgets related to concierge services and control expenses.

16. Compile monthly newsletter for the Mansions residents which includes details on Mansions events, local city

events, information on Acqualina outlets, dining offerings and restaurant recommendations. Submit to Director of

Residences for approval prior to distribution.

17. Maintain complete knowledge and enforce capacity of resident amenity and exclusive use event spaces

including:

a) Pop up and last minute events

b) Special event permits

c) Tented event permits

18. Champion all Mansions resident events from planning, through to Board of Directors approval, and

execution/management of event including:

a) Exclusive Use Event Forms

b) BOD Approval

c) Deposits

d) COI, License and Permit Requirements

e) Guest Lists

f) Staffing requirements

g) Communication to Director of Residences detailing

• Type of Event

• Date of Event

• Time of Event

• Timeline for Vendors Load In/Loud Out

• Scheduling requirements for Mansions

h) Walkthrough with event host and/or Planner Pre-Event to inspect FF&E Conditions

i) Presence as on-site Contact throughout the Event

j) Walkthrough Post Event to inspect FF&E Conditions

k) Reimbursement of Deposits

19. Oversee all resident private event space bookings and communicate with appropriate departments accordingly.

20. Create collateral as necessary for events.

21. Attend South Florida Concierge Association events and share highlights with Management team.

22. Reach out to local vendors and broker exclusive offerings for Mansion’s residents.

23. Accessall functions ofcomputer system in accordance with departmental specifications.

24. Set up workstationwith necessary supplies; maintain cleanliness throughout shift.

25. Legibly complete requisition foradditional supplies/materialsand submit to Manager.

26. Maintain updated resource materials on all vendors and information to accommodate resident’s

requests.

27. Create recommendation guides as needed.

28. Be familiar with owners' names and unit locations.

29. Answer department telephone within 3 rings, using correct salutationsand telephone etiquette.

30. Accommodate all residents’ requests expediently and courteously. Follow up with to ensure

completion of request.

31. Coordinate Resident requestswith designated vendors which may include:

a) Catering

b) Exclusive Use Events

c) Special Event, or Outdoor Tented Permits

d) Car Rental

e) Car Repair and Service

f) Car Wash Service

g) Dog Walking Service

h) Pet Grooming Services

i) Veterinary Services

j) Airline Reservation Modification

k) Airline Confirmation

l) Airline Cancellation

m) Charter Flights

n) Airport Transportation

o) Limousine Reservation

p) Bust Transportation

q) Train Transportation

r) Travel Accommodations

s) Dining reservation

t) Salon Appointments

u) Babysitting & Childcare Services

v) Dry Cleaning, Laundry and Alterations

w) Formal Wear rentals

x) Flowers

y) Business center Services

z) Banking and Financial Services

aa) Interpretation Services

bb) Notary Services

cc) Newspaper Deliveries

dd) Residents Mail and Packages

ee) Movie, Theater , Attraction and Event Tickets

ff) Athletic Activities

gg) Sightseeing Tours

hh) Religious Services Information

ii) Medical Services

jj) Doctors on Call

kk) Personal security and bodyguard Services

32. Legibly document all information in resident’s request log(s). Monitor and update log book(s)

throughout the shift.

33. Place orders for amenitiesand coordinate delivery of amenities.

34. Complete confirmations and deliver to residents upon completion of each arrangement coordinated for

residents.

35. Relay accurate directions to residents' desired destination within local area and distribute maps with

highlighted routes.

36. Monitor, send and deliver resident faxes.

37. Take record and relay messages accurately, completely and legibly