Resident Services Coordinator

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Job description

Job Description

At Stanly Ranch, the Resident Services Coordinator plays an integral role in embodying Auberge Resorts' mission and vision by providing exceptional service to our residents. This position is dedicated to fostering a genuine, informative, and personalized resident experience while upholding the highest standards of service across all levels. The Coordinator serves as the central point of contact for all resident inquiries and concerns related to residential operations, collaborating closely with the Director of Residences to elevate the overall residential experience. This role will support two distinct Homeowner Associations and a private Membership Club, while also assisting the property's real estate team and ownership development group. This is primarily a property-based position with the potential for remote work 1 to 2 days a week after demonstrating full proficiency in the role.

Key Responsibilities

Customer Service Excellence: Deliver outstanding service to homeowners, exceeding expectations to ensure satisfaction and build enduring relationships while maintaining confidentiality and professionalism.

Effective Communication: Respond promptly to homeowner requests through various communication platforms. Oversee quarterly newsletters and monthly communications regarding experiences, HOA, rental and billing information. Manage shared calendars.

Homeowner Onboarding: Facilitate smooth onboarding for new homeowners, managing preferences, contracts, insurance, and billing information.

Homeowner Portal & Database Management: Update new and existing homeowner profiles and contracts, ensuring all residential databases and websites are accurate, complete, and timely.

Pre-Arrival Coordination: Prepare outreach emails and comprehensive owner arrival reports, including profile notes, amenities, housekeeping, and billing information.

Pre-Arrival Inspections: Inspect residences prior to homeowners arrival or as needed.

Logistics Coordination: Assist with the scheduling and coordination of new home installations, liaising with homeowners and vendors to manage timelines and communication.

Events & Experiences: Collaborate with the Director of Residences to plan and execute engaging homeowner events and experiences, serving as the point of contact on event days.

Cross-Departmental Collaboration: Maintain proactive communication with all owner-facing departments, including Guest Services, Food & Beverage, Spa, Maintenance, Housekeeping, Accounting, Security, Purchasing, and Events, ensuring all homeowner requests are addressed and followed through to completion.

Operational Oversight: Coordinate daily operations for in-house residences, including receiving and inputting homeowner reservation requests, overseeing OOO/OOS in hotel PMS, maintenance and housekeeping requests, and assisting with experiences and concierge services as needed.

HOA Support: Provide assistance to the Director of Residences for HOA meetings, including notice postings and meeting minutes. Assist with monthly invoice postings, dues requests, condo questionnaires, assessment collections and other items as needed.

Vendor Coordination: Work with Director of Residences and property team to coordinate services including HOA direct expenses (e.g. trash service, water metering) and homeowner a la carte services for both Associations and the Membership Club.

Document Management: Review and maintain all Club Membership documents, Association governing documents and budgets, ensuring up-to-date records.

Administrative Support: Help develop departmental Standard Operating Procedures (SOPs) as processes evolve, demonstrating adaptability to changing needs.

Rental Program Coordination: Collaborate with the Director of Residences to ensure adherence to rental program guidelines, addressing any guest-related damages in homeowner residences as needed.

Storage Solutions: Assist the Director of Residences in coordinating secure storage options for homeowners based on needs, requests and availability.

Inventory Management: Work closely with housekeeping to oversee the inventory of homeowner OS&E and FF&E to ensure appropriate par levels are maintained, assist with reselections and coordinate reordering as needed.

Financial Operations: Collaborate with accounting on house account postings and month end procedures. Oversee postings to homeowner folios and support Director of Residences on rental program financials and management as needed.

Preventative Maintenance & Housekeeping Coordination: Work with Maintenance and Housekeeping to ensure maintenance work and deep cleans are performed according to schedule by way of our agreements and budgets.

Real Estate Support: Assist the Sotheby's real estate team in sales and transitions, engaging with potential buyers and coordinating real estate related requests as needed.

Issue Resolution: Serve as point of contact for homeowner feedback, requests, and concerns, ensuring confidentiality.

Flexible Scheduling: Maintain a flexible schedule to meet job responsibilities as required.

Additional Responsibilities: Undertake other duties and projects as assigned by the Director of Residences.

Hourly Rate: $28-$30

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