Remote Resident Services Coordinator | WFH

Get It - Hospitality


Date: 1 week ago
City: Napa, CA
Contract type: Full time
Remote
Job Overview

Join our esteemed team at a premier Napa Valley retreat as a Resident Services Coordinator. This critical role is dedicated to delivering unparalleled service to our residents, enhancing their satisfaction, and nurturing enduring relationships. The Coordinator will act as the primary liaison for all resident inquiries, working closely with the Director of Residences to elevate the overall residential experience. This position primarily requires on-site presence, with flexibility for remote work 1 to 2 days a week following a demonstrated proficiency.

Key Responsibilities

  • Deliver exceptional customer service to homeowners, consistently surpassing their expectations while upholding confidentiality and professionalism.
  • Respond promptly to requests from homeowners through various communication channels and oversee the management of quarterly newsletters and monthly communications.
  • Ensure a seamless onboarding process for new homeowners, addressing preferences, contracts, insurance, and billing information.
  • Maintain and update homeowner profiles and contracts, confirming that all databases and websites are accurate and current.
  • Produce outreach emails and detailed owner arrival reports, encompassing profile notes, amenities, housekeeping, and billing information.
  • Conduct inspections of residences prior to homeowner arrivals or as needed.
  • Assist in scheduling and coordinating new home installations, serving as a liaison between homeowners and vendors.
  • Collaborate in the planning and execution of engaging events and experiences for homeowners.
  • Maintain proactive communication with all departments that interface with homeowners to effectively address and follow up on requests.
  • Oversee daily operations for in-house residences, including the management of homeowner reservation requests.
  • Provide support during HOA meetings, manage monthly invoice posting, dues requests, and other HOA-related responsibilities.
  • Coordinate services related to HOA expenses and homeowner a la carte options.
  • Review and maintain all Club Membership documents and Association governing documents and budgets.
  • Contribute to the development of departmental Standard Operating Procedures (SOPs) as processes evolve.
  • Ensure compliance with rental program guidelines and address any damages related to guests in homeowner residences.
  • Assist with coordinating secure storage solutions for homeowners.
  • Supervise inventory management of homeowner Operating Supplies & Equipment (OS&E) and Furniture, Fixtures & Equipment (FF&E), assisting with reselections and reordering.
  • Collaborate with accounting on house account postings and month-end financial procedures.
  • Partner with Maintenance and Housekeeping to ensure maintenance tasks and deep cleans are executed according to schedule.
  • Support the real estate team in sales and transitions, engaging with potential buyers and managing real estate-related requests.
  • Act as the point of contact for homeowner feedback, requests, and concerns, ensuring confidentiality throughout.
  • Maintain a flexible schedule to fulfill job responsibilities as required.
  • Perform additional duties and projects as assigned by the Director of Residences.

Required Skills

  • Excellent verbal and written communication abilities.
  • Highly organized with remarkable attention to detail.
  • Adaptable to change with a proactive, self-starter attitude.
  • Capable of collaborating effectively with diverse groups.
  • Proficient in Google Suite and Microsoft Office Suite.
  • Familiarity with hotel and property management systems is advantageous.
  • Basic accounting proficiency, capable of managing billing accounts and understanding budgets.
  • A professional demeanor, a positive outlook, and punctuality are essential.
  • Ability to lift up to 30 lbs.

Qualifications

  • Preferred 1 to 2 years of experience in a guest-facing role within luxury hotels or residences.
  • Availability to work primarily Tuesday through Saturday, with flexibility required for holidays and early evenings.

Compensation And Benefits

  • Hourly Rate: \(28-\)30

Our organization is an Equal Opportunity Employer, committed to fostering a diverse workplace and ensuring equal employment opportunities to all team members and applicants without regard to race, color, religion, sex, national origin, age, disability, or genetics. We adhere to applicable state and local laws governing non-discrimination in employment for every location where we operate.

Employment Type: Full-Time

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