Key Responsibilities
•Lead, coach, develop, and inspire a high-performing resident services/concierge team while establishing a consistent culture of luxury, hospitality, and service excellence.
•Create and maintain elevated service standards that reflect the expectations of discerning luxury clientele.
•Develop and execute a calendar of resident experiences, social events, cultural programming, and special occasions designed to build community and exceed resident expectations.
•Oversee event planning, entertainment, catering, vendors, logistics, budgets, and overall execution.
•Develop strong relationships with luxury service partners, including restaurants, transportation providers, entertainment venues, lifestyle services, and other preferred vendors.
•Monitor resident feedback, engagement, attendance, and program effectiveness to continually identify opportunities to elevate the resident experience.
•Partner cross-functionally with General Management, Engineering, Housekeeping, Security, and other onsite teams to ensure seamless operations and responsive service.
•Serve as a trusted resource for residents, addressing concerns with professionalism, discretion, diplomacy, and sound judgment.
•Ensure residents and guests receive a warm, personalized welcome and consistently experience a high level of care and attention.
•Maintain accurate resident information, service requests, event records, and operational information within property/resident management systems.
•Identify opportunities to improve policies, procedures, communication, and service delivery.
•Manage department supplies, inventory, vendor relationships, and related purchasing needs.
•Support emergency preparedness and property response procedures as required.
•Provide leadership that is highly visible, engaged, polished, and focused on continuous improvement.