About this role
ESSENTIAL FUNCTIONS
Resident and Guest Interaction:
- Interact with guests and residents through phone and digital platforms, providing accurate and engaging information about our properties.
- Deliver unparalleled service in a professional, friendly, and engaging manner to exceed expectations.
- Handle incoming calls, messages, and announcements promptly and efficiently.
- Document and communicate guest feedback and inquiries.
Administrative Support:
- Provide comprehensive administrative support to the property management team through collaboration with concierge, housekeeping, parking operations, public safety and other departments as necessary.
- Perform various data entry tasks and reporting in the CRM and other systems (Teams, e-mail, CRM, Kipsuu, Resident App, etc).
- Scan, process, and manage invoices accurately and efficiently.
- Manage lease violation audits and notices, ensuring compliance and timely communication.
Leasing and Renewal Process:
- Assist in the lease renewal process, including preparation of renewal documents and communication with residents.
- Manage prospective resident leads, including follow-ups and scheduling tours.
- Support leasing efforts, including conducting tours and handling leasing inquiries as needed.
- Maintain residential calendars and schedule tours for the Residential Management team.
- Act as a first line of response to portfolio wide leasing inquiries or lead management when respective property teams are unable to do so within the same business day.
Compliance and Coordination:
- Monitor renters insurance compliance and send follow-up communication to maintain resident compliance when expirations occur.
- Coordinate maintenance service requests, including scheduling with various departments to ensure a seamless experience.
- Manage bookings for Great Rooms, Guest Suites, Cabanas, and Gardens and other rentable items ensuring seamless reservations and impeccable service.
- Oversee package deliveries and manage 3rd party deliveries efficiently.
- Manage loading dock reservations to facilitate smooth logistics.
- Coordinate concierge porter requests promptly and efficiently.
- Oversee delinquency management including balance due communications and past resident collections prior to submission to the 3rd party collection partner.
Resident Experience:
- Handle all resident-related tasks to enhance the resident experience.
- Assist with the Caruso Loyalty program execution.
- Resolve complaints according to Caruso Hospitality Standards.
- Coordinate resident events and activations.
- Collaborate with Americana retail team on joint initiatives.
- Assist with various admin tasks as assigned, including package management, key releases, amenity bookings, resident events etc.
MINIMUM REQUIRED QUALIFICATIONS
- Works well under pressure with a composed and professional demeanor.
- Strong multitasking, organizational, and communication skills.
- Excellent customer service abilities with a friendly yet professional demeanor.
- Flexibility to work weekends, evenings, and holidays.
- Attention to detail and ability to maintain confidentiality.
- Exceptional written and verbal communication skills.
- Proficiency in MS Word, PowerPoint, and Excel.