Residential Specialist

POSITION SUMMARY

Provides safety, security, and customer service to residents, guests, and staff at an ultra-luxury condo. Acts as an ambassador of hospitality for guests, residents and visitors. Conducts daily operational tasks related to the activities of the building and its residents. Verbally engages with residents, guests and visitors. The Residential Specialist serves at the Front Desk and all common area posts, including the Porte Cochere, Amenities, and Security. Makes periodic patrols to check for irregularities within the building, preserves order, and enforces House Rules and Regulations. The Residential Specialist should also keep a pleasant appearance, be aware and anticipate residents’ needs.

DUTIES AND RESPONSIBILITIES

• Creates positive professional relationships with homeowners, residents and guests. Exudes genuine Aloha Spirit; caring, giving and positive energy.
• Preserves order and may be called upon to enforce House Rules and Regulations of Waiea pertaining to residents, guests, staff, vendors and contractors as well as all Amenities. Knows and understands all building rules, regulations, policies, and procedures. Ensures all residents and guests are in compliance. Escalates any contentious confrontations to management immediately.
• Attends to residents and guests during entire shift unless on authorized break.
• Addresses and/or follows through to completion on any resident concerns or service requests.
• Greets all residents with the appropriate greeting or welcome; uses resident/guest/visitor formal name if known; greets children at child’s eye level.
• Serves as the “front line” of security, turning away anyone who is not a homeowner, resident, guest or an appointment for building management. Visitors for building management or to view a home for sale, without an appointment, are to be turned away. Ensures independent persons do not solicit in front of the property or in the porte cochère.
• Updates all applicable logs, files, and systems relevant to building operations.
• Covers for other stations during team member breaks or if they are forced to step away from their post. The Front Desk and Security must always have coverage.
• In the Lobby, provides attentive service to residents and patrons.

1. 1. Attends to residents and guests during entire shift unless on authorized break.
   2. Addresses and/or follows through to completion on any resident concerns or service requests.
   3. Receives, organizes, records and stores packages and parcels delivered to the building for homeowners, guests and building management.
   4. Escorts a guest, worker, homeowner or anyone with proper “permission to enter” to a home or elsewhere in the building at the request of Management or the Lead.

• On the Porte Cochère, facilitates and directs all vehicle traffic, creating a welcoming and safe environment for all residents, guests and visitors.

1. 1. Posts on the porte cochère facing oncoming traffic.
   2. Walks towards all vehicles and pedestrians; does not wait for them to approach.
   3. Keeps a careful eye on all vehicle traffic as well as foot traffic coming up the driveway or the ramp next to Nobu.
   4. Opens doors for all vehicles arriving to the porte cochère.
   5. Effectively manages the cars on the porte cochère; monitors and professionally directs traffic to ensure all vehicles are moving in an orderly fashion. Oversees the staging of vehicles.
   6. Assists with the safe unloading and loading of luggage from vehicle or shuttle.
   7. Explains parking options to visitors.
   8. Ensures independent persons do not solicit in front of the property or in the porte cochère.
   9. Valets vehicles as needed.

• In Amenities, as a steward of luxury, provides high-level service to all on the 7th floor of the building, assists with the operation of the Amenities equipment. If stationed in Amenities, the Residential Specialist should continually be making rounds on the 7th floor to assist patrons.

1. 1. Operates and maintains the Sunset Bar:
      1. Conducts regular inventory of required supplies and inspection of equipment. Reports levels to staff in charge of ordering.
   2. Serves 7th floor activities:
      1. Assists residents with scheduling of amenity reservations.
      2. Posts “reserved” signs, prepares amenity venues and assists homeowners throughout an event as needed.

• Ensures cleanliness of entire 7th floor throughout the shift, calling Maintenance or Housekeeping as needed. Creates work orders as needed in Property Management System.
• Learns how to operate all equipment on the 7th floor and proactively shares that knowledge with homeowners and guests so that they can enjoy them to the fullest.
• Reports and addresses all safety and security concerns immediately.

1. 1. Is vigilant of activity on and around the property; observes and reports any suspicious activity or concerns to Supervisor and Management.
   2. Monitors the building using closed circuit television.
   3. Responds to all emergency situations: Fire, Medical Emergency, Bomb Threats, Flooding, Water Discharge, Elevator Emergencies, Hazardous Materials and other incidents. Investigates and reports areas that have triggered Fire alarms. Assists in all Medical situations, bringing advanced first aid supplies if necessary. Provides detailed reporting notes to Management and creating the proper incident reports.
   4. Provides instructions and guidance for residents, guests and employees during emergency situations.

• Logs all contractors at the Security Office following appropriate procedures, ensuring contractors have approved access to the building and creating a record of work.
• Loading Dock:

1. 1. Controls access to the Loading Dock through the check in process. Assists with delivery companies checking in with the Front Desk.
   2. Schedules and manages all vehicles in the Loading Dock, making sure there is access in and out for deliveries, vendors, and contractors.
   3. Oversees the “Moves and Deliveries Schedule,” taking reservations and updating the schedule, maintaining a fluid schedule and not over-scheduling deliveries.

• Communicates efficiently with team members using 2-way radio communications including Phonetic Alphabet and Radio 10 codes.
• Maintains a neat and tidy work area.
• Supports Management by performing special assignments or tasks as needed.
  

MINIMUM QUALIFICATIONS

Experience:

1. 1. Proof of authorization/eligibility to work in the U.S.
   2. Able to work flexible and varied shifts including weekends, overnights and holidays.
   3. Minimum three (3) years’ experience in Security or related field.
   4. Experience at a 4 or 5-star hotel or luxury condominium preferred.
   5. Able to handle excessive standing, frequent walking, bending, kneeling and other repetitive motions.
   6. Must have manual dexterity to use and operate all necessary equipment and the ability to safely lift 50lbs.

Knowledge:

1. 1. Must possess excellent verbal and written communication skills.
   2. Able to work efficiently with minimal supervision.
   3. Understanding of computer software programs such as Microsoft Excel, Word, and Outlook.
   4. Ability to learn and utilize the Association’s computer applications.
   5. Must be familiar with a range of vehicles and know how to drive and park at an effective and acceptable level.

Education/Training:

1. 1. High School diploma or equivalent.
   2. CPR and First Aid certification desired.
   3. Hawaii Guard Card required.
   4. Must have a valid driver’s license, the ability to maneuver a vehicle with a manual transmission (stick shift) and an acceptable driving record as defined in the company’s Acceptable Driving Record Policy.