Job Description
Candidate Baseline Qualification: Key Selection Criteria
Ideal Experience
- College graduate preferably a bachelor's holder of hospitality or business administration
- With at least 4-5 years of work experience in the real estate industry, property management, or hospitality management
- Sound interpersonal skills to manage a diverse range of client representatives, internal colleagues, and external stakeholders
- With an in-depth experience in customer service and management
Critical Competencies for Success
- Fluent in English & Filipino (Spoken & Written)
- Possess a customer-first mindset to manage resident/unit owner requests and concerns
- Sound leadership skills to oversee front desk operations
- Work Order Management can simplify complex situations/problems into workable segments and can prepare action plans and recommendations based on clearly identified deliverables
- High attention to details
- Proficient in MS Office (Word, Outlook, Excel & PowerPoint)
Role And Responsibilities
OVERALL ROLE
Primary responsibility is to enhance the quality of the resident experience in the assigned residential property. The role will serve as the main point of contact for residents, managing their concerns, grievances, and requests. The Resident Relations Officer is also responsible for building a positive community experience within the property, fostering a sense of belonging among residents, and resolving conflicts or issues that may arise.
Key Responsibilities
- Resident Engagement:
- Develop and implement programs to engage and build relationships with residents.
- Organize community events and activities to encourage resident interaction and foster a sense of community.
- Manage resident feedback and suggestions, addressing concerns and implementing improvements as needed.
- Customer Service:
- Serve as the primary contact for resident inquiries, requests, and complaints.
- Provide prompt and efficient customer service, ensuring residents needs are addressed and resolved effectively.
- Maintain a professional and helpful approach when dealing with difficult or challenging situations.
- Manage and oversee front desk operations
- Conflict Resolution:
- Mediate and resolve disputes or conflicts between residents, ensuring a peaceful living environment.
- Address complaints or breaches of community guidelines and enforce property rules and regulations.
- Collaborate with the security team to address safety and security concerns.
- Communication and Documentation:
- Maintain accurate and updated resident records, including contact details, preferences, and lease agreements.
- Communicate property updates, policies, and important announcements to residents through various channels (e.g., newsletters, emails, social media).
- Ensure timely and effective communication with residents regarding maintenance, repairs, or property-related issues.
- Resident Retention and Satisfaction:
- Conduct regular resident surveys to assess satisfaction levels and identify areas for improvement.
- Implement resident retention strategies and initiatives to enhance resident loyalty and satisfaction.
- Collaborate with the leasing team to assist in lease renewals and promote resident referrals.
