Job Responsibilities

 

Perform functions to manage, direct and provide leadership to on behalf of the Board of Directors and FirstService Residential to the Association. all front of house operation areas related to resident and guest experience, hospitality, food & beverage operations, community events, and service recovery.. Primary responsibility is to oversee all front of house operations related to resident & guest experience, hospitality, food & beverage service, community events, and service recovery. Oversee the management of administrative, front desk, concierge,  amenities, valet, receiving, and security operations and staff. Ensure property is maintained and operated in accordance with company objectives and facilitate solutions to problems between the community and internal support staff, guided by precedent and working within the limits of established policies.  Provide the highest level of service excellence to the client/ residents. Consistently adhere to and execute the mission and vision of the Board and community. Work in concert with CAM Building Manager on project coordination, maintenance, and repair items which impacts resident quality of life.

Schedule: Wednesday - Sunday 10:00 AM-7:00 PM Compensation: $65,000 - $70,000 annually

Essential Duties & Responsibilities

 

The job duties listed are typical examples of the work performed by positions in this job classification. Not all duties assigned to every position are included, nor is it expected that all positions will be assigned every duty.

 

Provide management and leadership to assigned property. Collaborate with Regional Director to develop goals and communicate established goals. Ensure the goals and needs of the property, company and its customers are consistently met. Manage the functions of a team within a property while maintaining standards of excellence for processes, methods and personnel. Manage the process improvement and quality control of the property and ensure quality resident service is delivered. Assign and review the work of staff, ensure deadlines are met in a timely manner and prioritize and delegate workload as necessary. Align resources to work assignments and processes to meet business requirements. Provide leadership and direction and assist in the investigation and resolution of internal and external problems and concerns. Partner with Regional Director, Board of Directors and internal departments to develop and lead the introduction and integration of new programs, services and initiatives. Act as liaison to ensure quality service is delivered, that Board expectations are met and to assist in prompt response and resolution to questions/problems. Establish and maintain a positive relationship with homeowners, Board of Directors and internal departments to ensure a high level of resident service and achievement of company and property goals and objectives. Maintain knowledge and understanding of the contract between the association and FirstService Residential. Ensure all contractual obligations are being met. Initiate contact with new resident representatives to coordinate the move-in process. Conduct an introduction and orientation to the management staff and building, reviews available services, and explain the communities’ rules and regulations. Conduct site inspections regularly. Identify deficiencies and provide recommendations and action plans in order to improve the property. Process and manage violations and close them out regularly. Primary responsibility is to oversee the Front of House operations and staff, including administrative office, front desk, concierge, amenities, valet, receiving, and security. Consistently adhere to and execute the mission and vision of the Board and community. Create, maintain and upload a wide variety of information in FSRConnect including but not limited to meeting minutes, Association documents, and management reports. Fulfill all company and statutory compliance expectations throughout the year. Interview, select, recommend, hire, train and schedule assigned staff. Ensure proper coverage and staffing levels. Provide direction to staff and assist in the investigation and resolution of problems. Recommend personnel actions, promotions, transfers, terminations, or disciplinary measures. Manage the performance evaluation process of assigned unit and provide leadership, counseling and coaching to associates. Maintain harmonious associate/employer relations. Oversee training and cross training programs and ensure all direct and indirect associates are aware of and comply with company, government and customer regulations, policies, work procedures, instructions and deadlines. Participate in training programs and webinars as required. Observe safety standards and participates in the Company’s efforts to provide a safe work environment. Adhere to and maintain established Hurricane procedures. Address workers compensation incidents according to company policy. Maintain calendar of meetings and events and initiate and /or attend a wide range of internal and external meetings. Prepare and conduct a wide range of presentations as needed. Provide financial support with a wide range of functions. Review financial statements and report variances; submit invoices to CAS in a timely manner and review invoices/checks for accuracy before presenting to the Board of Directors. Recommend and manage the budget for the functional area of responsibility. Monitor expenses, initiate cost reduction programs and negotiate prices with vendors. Ensure property expenses are maintained within budget. Monitor vendor contracts regularly, submit renewal/cancellation notices, manage contract renewals professionally and advise Regional Director of any upcoming insurance renewals or lapse in coverage. Prepare bid comparison analysis and prepare and uses the Request for Proposal for bid solicitation. Maintain awareness of changes in rules, statutes or regulations and communicate changes to staff. Direct training of staff when new procedures are required to comply with changes. Update Association communications and ensure current information is displayed on the association boards and website. Prepare association newsletter and/or other communication with owners and residents as required. Participate in the development of Standard Operating Procedures and maintain existing procedures. Review processes and ensure they are in compliance with current statute. Manage the communication and compliance of SOPs within teams, managers and internal and external customers. Prepare, maintain and submit a wide range of reports, contract lists, presentations, documents and manuals as required. Maintain accurate records, files and communications pertinent to the Association Provide lifestyle enhancements for the property. Provide weekly and monthly reporting to Board of Directors Provide weekly and/or monthly newsletters to residents Oversee all aspects relating to resident experience, events, attending all event and coordinating events, providing hospitality training, insight, and initiatives. To work in conjunction with the Facilities Manager on joint projects, Board meetings, community association meetings, and committee meetings under designated scope. Provide leadership and direction in the development of short-term and long-range plans. Develop recommendations for goals and action plans to achieve Board objectives relating to scope of this position. Lead goal setting in specific areas of oversight. Possess a working knowledge of the Florida Statutes and association financials. Review and code invoices for the functional area of responsibility to ensure timely payment of vendors .

 

Review organization structure, job descriptions, and functions under this position’s purview. Make recommendations to the Board as to any proposed changes.

 

Partner with public, private, and volunteer organizations to provide community services when necessary.

 

Support the activities of the various Association committees within the functional area of responsibility.

 

Knowledge of all Community Governing documents/CAM license will be required as part of retaining position.

 

Provide community leadership and guidance to ensure that the needs or desires of the homeowners are being addressed within the functional area of responsibility of position.

 

In partnership with the Board of Directors, develop and implement the annual operating budget, within scope of position responsibilities.

 

 

 

 

Work closely with local emergency organizations to maintain established emergency and community evacuation plans.

 

Confer with other departments, divisions and outside agencies, including community groups and organizations. Identify, develop and implement programs to meet community needs under scope of position.

 

Assess and monitor community needs: identify opportunities for improving service delivery methods, standard operating procedures. Develop and implement new programs or improvements.

 

Attend and participate in professional group meetings. Stay abreast of new trends and innovations in fields of community management and community programming.

On-site visibility throughout the common areas and facilities, including on weekends, after-hours, and event attendance. Understanding of contracts which pertain to scope of position. Negotiation of contracts within scope of position including leveled bids and bid analyses to Board of Directors in order to make decisions.

 

Perform inspections of interior and exterior of property, common areas, create action plans for improvement.

 

 

 

 

Additional Duties & Responsibilities

Practice and adhere to FirstService Residential Global Service Standards.

 

Conduct business at all times with the highest standards of personal, professional and ethical conduct.

 

Perform or assist with any operations as required to maintain workflow and to meet schedules. Notify supervision of unusual equipment or operating problems and the need for additional material and supplies.

 

May participate in any variety of meetings and work groups to integrate activities, communicate issues, obtain approvals, resolve problems and maintain specified level of knowledge pertaining to new developments, requirements, policies, and regulatory guidelines.

 

Ensure all safety precautions are followed while performing the work. Follow all policies and Standard Operating Procedures as instructed by Management.

 

Perform any range of special projects or events, tasks and other related duties as assigned.

 

Supervisory Responsibility

Directly or indirectly supervise associates within the assigned property, including administrative, front desk, concierge, amenities, valet, receiving, and security.

Education & Experience

 

Bachelor’s Degree in Business or related field from an accredited college or university, and three years’ experience in Property Operations, Hotel Management, or Hospitality; or equivalent combination of education and experience.

Must be certified and licensed by the State of Florida for Community Association Management (CAM) within 60 days of hire.

 

Valid Driver’s   License   

Knowledge, Skills & Proficiencies

 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.

 

Knowledge and ability to apply Florida Statutes and Community’s documents. Knowledge of assets, cash balance, and availability of funds for cash flow management Excellent organization, motivation, leadership, management and interpersonal skills. Critical thinking, complex problem solving, judgment and decision-making ability. Ability to apply a comprehensive knowledge of field of specialization to the completion of difficult assignments. Excellent customer service skills Strong verbal and written communication skills. Ability to communicate and provide guidance to all associate levels. Strong presentation skills Ability to read, analyze and interpret regulations Must have a strong work ethic and be detail-oriented with excellent organizational and multitasking skills. Must have strong proficiency in Windows and Microsoft Office, including but not limited to Word, Excel, Power Point and Outlook. Proficiency researching the Internet. Previous experience with financial and accounting programs preferred. Ability to work with sensitive or confidential information. Ability to meet deadlines and work well under pressure. Ability to work well in a team environment as well as independently. Must be self-driven with the ability to identify, plan and prioritize business opportunities. Ability to respond to emergency situations within established timeframe Ability to adjust to changing circumstances.   Committed to continual learning as evidenced by attendance at industry programs and industry and educational opportunities that enhance professional skills.

 

Display strong written skills and publish appropriate documentation as directed to create the legacy for the corporation; particularly in the area of operations and relationship management.

 

 

Directly interact with the staff of the association/community and the designated Board of Directors within the governance model for the purpose of advisement and ultimate implementation of Board directives.

 

Possess budgetary knowledge and control for the purpose(s) of executing programs within the community, as well as related activities that may be cost-shared for the benefit of the community.

 

Display a community posture that positively represents the vision of the association/community.

 

Effectively communicate so as to instill confidence in the homeowners that reside within the community as well as the public that may interact through designated programs.

 

Ability to listen to others, collaborate, and resolve conflict.

 

Executive decision-making capabilities. Demonstrates good client interaction and visibility. Demonstrates effective oral and written communication skills.

 

Organizational and time management abilities with the ability to implement and monitor progress for successful completion.

 

Has a working knowledge of legislation impacting condominium associations.

 

Works effectively with coworkers, clients, customers, and others by sharing ideas in a constructive and positive manner; addresses problems and issues constructively to find mutually acceptable and practical business solutions. Strong ethical practices.

Tools & Equipment Used

 

Computer and peripherals, standard and customized software applications and tools, and usual office equipment.

Physical Requirements / Working Environment

 

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

Must be able to lift 25lbs. Must be able to sit for extended periods of time. Must be able to stand for extended periods of time.

 

Must be able to communicate both on the phone and in person with our clients in order to resolve issues and manage the business.

 

Must have finger dexterity for typing/using a keyboard.

 

Must be mobile enough to move around both the office in order to make copies, send mail and faxes and to walk around the property. This could include lengthy walks on uneven areas.

 

Talking and hearing occur continuously in the process of communicating with guests, supervisors, and other associates.

 

The work environment characteristics are normal office conditions at an onsite community. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Hours over and above normal office hours will occur, including evenings, holidays, and some weekends. Schedule is subject to change based on business needs.

 

 

 

 

 

 

 

 

Travel

 

Occasional travel to Regional offices for meetings may be required

Disclaimer

 

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. This is not an all-inclusive job description; therefore, management has the right to assign or reassign schedules, duties and responsibilities to this job at any time.