Resident Relations Specialist / Concierge

Newport Beach, CA, USA|Onsite

Job Overview

Employment Type

Full-time

Compensation

Hourly

Range $21.00 - $22.00

Work Schedule

Flexible

Weekend Shifts

Benefits

Medical insurance

Dental Insurance

Vision Insurance

401k Match

Paid Time Off

Pet insurance

Tuition Reimbursement

legal services

Emotional wellbeing support

Domestic Partner Coverage

Health savings account

Flexible spending account

Job Description

FirstService Residential is a leading property management company specializing in providing professional association management services to more than 9,000 residential communities across the United States and Canada. The company is renowned for its commitment to associate satisfaction and growth, holding a prestigious Great Place to Work certification, which reflects its dedication to fostering a positive, inclusive, and supportive workplace culture. Employing over 19,000 associates, FirstService Residential offers competitive salaries, comprehensive medical, dental, and retirement benefits, and numerous opportunities for career training and professional development. This environment empowers its workforce to exceed industry standards while advancing their careers within a stable and supportive organization.

The role of Resident Relations Specialist/Front Desk is pivotal in enhancing the resident experience at the properties managed by FirstService Residential. This role supports the General Manager and the Resident Relations Supervisor by delivering exceptional, responsive, and personalized service. A Resident Relations Specialist acts as the main interface between residents, guests, and the management team, providing a full-service hospitality platform that focuses strongly on "Five-Star" service excellence. The specialist is expected to understand and anticipate the expressed and unexpressed preferences of residents to execute personalized concierge, social, and resident services effectively.

The position demands a high level of customer focus, outstanding interpersonal and communication skills, and organizational capabilities, alongside a proactive "can-do" attitude. The Resident Relations Specialist must proficiently use various community management tools such as communications platforms, Connect software, access control systems, and security measures to ensure a safe and enjoyable living environment for residents. Beyond resident interaction, the role includes important administrative responsibilities directed by the Board of Directors and property management. It requires a professional, courteous, and polished approach to all forms of communication, whether verbal, written, or visual.

Compensation for this role ranges from $21 to $22 per hour, with pay commensurate with experience, education, and specific job responsibilities. The role is designed to operate within a team-oriented culture that promotes warm, helpful service with a focus on maintaining high standards of resident satisfaction. This is a full-time position with a schedule that may include evenings, weekends, and holidays as needed to meet business requirements. The Resident Relations Specialist is expected to adapt quickly to changes in client needs, policies, and procedures, ensuring consistent reliability and professionalism.

Overall, the Resident Relations Specialist/Front Desk position at FirstService Residential is an exceptional opportunity for individuals passionate about property management, hospitality, and community service. It offers a chance to contribute meaningfully to the well-being and satisfaction of thousands of residents while working in a great company that values diversity, inclusion, and employee development.

Job Requirements

High school diploma or equivalency
proficient in English written and verbal
strong general math skills
ability to work full-time including evenings, weekends, and holidays
ability to lift up to 25 pounds
ability to sit and stand for extended periods
ability to move about facilities including stairs and uneven surfaces
finger dexterity for typing and keyboard use
good communication skills
consistent and regular attendance
able to work independently and as part of a team

Job Qualifications

High school diploma or equivalency
college level courses in business or hospitality preferred
proficient in English written and verbal
second language helpful such as Spanish, French, Mandarin, Japanese, Farsi, Persian
strong general math skills
experience in customer service or property management preferred
knowledge of community management tools and software preferred

Job Duties

Identifies and clarifies residents expressed and unexpressed needs, answers questions and gives direction and instructions in a professional helpful manner
answers the telephone within two rings using correct salutations, personal identification and telephone etiquette
takes, records and relays messages accurately, completely and legibly
documents all pertinent information in resident logbook(s) throughout their shift
responsible for all package distribution (incoming and outgoing) for the property and ensures all are logged into Connect when received and signed for when picked up
monitors all property access points (gates, garages, doors, elevators, pool) through the operation of Closed-circuit Television, where applicable, and reports all suspicious activity to proper authority
complies with service expectations and company standards as well as policies and procedures
accommodates resident requests expediently and courteously within 24 hours of initial call
follows up with person assigned to task and resident to ensure completion of the request
attends and participates in designated meetings or functions as required by the General Manager or the Board of Directors
maintains a list of residents needing special assistance in case of an emergency and is an active member on the emergency response team
administers the access control program which includes the issuance of FOBS/property access cards/ID cards and updates tracking software
informs all vendors of building rules and regulations
assists with move-in orientation for new residents
assures all visitors are registered and authorized by homeowner to be on property
assures all pets, vehicles, motorcycles and bicycles are properly registered and logged in Connect
maintains a log of temporarily available parking spaces for resident guests and visitor use
manages and keeps a status log for all rental storage lockers
maintains complete knowledge and complies with the HOA's policies and procedures
maintains fresh organized workstations with necessary supplies throughout shift as well as administers the cleanliness of the building's entrance and lobby
maintains current vendor information to accommodate all resident requests
generates confirmation letters based on departmental standards and delivers to residents upon completion of each coordinated arrangement
makes accurate timekeeping and payroll entries each day in accordance with company policy
ensures uniform and personal appearance are clean and professional at all times while maintaining a pleasant demeanor
demonstrates consistent effective written, verbal and listening communication skills
demonstrates problem-solving abilities independently and responsibly
has the ability to quickly adapt to change both in client needs and policies and procedures implemented by management and the HOA Board of Directors
able to work independently and as a team and prioritizes daily workload efficiently and professionally
receptive to receiving constructive feedback regarding personal performance for professional development
must work effectively with co-workers, residents and others by sharing ideas in a constructive and positive manner
listens to and objectively considers ideas and suggestions
keeps commitments and keeps others well informed of work progress, timetables and issues
addresses problems and issues constructively to find mutually acceptable and practical business solution
addresses others by name, title or other respectful identifier