Director of Hospitality

at  FirstService Residential

JOB OVERVIEW:

The Director of Hospitality is passionate about providing the highest level of service experience for FirstService Residential’s customers through direct and indirect engagement and influence. This role directs and oversees all aspects of FirstService Residential’s customer service policies, objectives, and initiatives. This role is critical to the successful experience of our customer base by ensuring that all service expectations including front desk staffing are met and are aligned with our culture, core values, and global service standards while producing a consistent quality of service and customer experience. The Director of Hospitality is an experienced professional who will work closely with executive leaders to design a service experience that will be delivered through an experienced, well-trained, and supported team. Areas of focus will include front desk operations, staff uniforms, staff training on communication, and quality assurance management.

PHYSICAL REQUIREMENTS AND 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 25 lbs.
• Must be able to sit for extended periods of time.
• Must have finger dexterity for typing/using a keyboard.
• Talking and hearing occur continuously in the process of communicating with guests, supervisors, vendors and our clients
• Valid California Driver’s License and State mandated vehicle insurance, and registration.
• Ability to walk extensive slope and/or flat association areas and visually review landscape, building areas, recreation facilities, parks etc. to ensure proper maintenance.
• Ability to work late into evenings as required for board meeting attendance.

This is a full-time position with typical scheduled hours, Monday through Friday, 8:00 a.m. – 5:00 p.m. May be required to work overtime as needed and approved by supervisor, including occasional evening meetings. Consistent and regular attendance required.
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.

YOUR RESPONSIBILITIES:

To be successful in this role, you will need to:

• Develop a team of resident relations specialists to be deployed onsite for coverage assignments ensuring exceptional service. These specialists will be pre-trained and ready to assist at selected properties, contributing to new revenue captured through new billable client services. Manage the needed research into scheduling technology that would help support shift coverage assignments.
• Scorecards: Implement quality assurance measures, including the development of monthly scorecards that assess hospitality service standards ensuring consistent excellence across all managed properties.
• Quarterly Hospitality Trainings: Organize and conduct separate quarterly in person training sessions in all California high-rise markets focused on enhancing hospitality skills and service standards for property management staff, fostering continuous improvement and excellence in customer service deliver.
• Customized Branding Opportunities: Identify and negotiate cost-saving opportunities for communities in branding items such as uniforms, pins, and other hospitality logo items, ensuring that communities can maintain their unique identity while optimizing their budget allocations.
• Align customer service behaviors, activities, and initiatives to support and enhance the objectives of the organization.
• Be a creative self-starter who can create and execute strategic projects that support the delivery of companywide customer experience objectives.
• Develop effective communication and training content that captures the tone of our culture and consistently supports the desired service experience.
• Demonstrate a collaborative approach to working with the ability to interact and influence associates at all levels, including senior executives.
• Lead, through direct and consistent personal engagement a team of customer experience specialists.
• Lead the FirstService Residential’s customer experience transformation throughout the entire customer journey.
• Suggest and lead innovation initiatives designed to enhance the service experience.
• Establish and use systems to capture and report on critical success metrics, including customer feedback and/or trends in product or service.

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 25 lbs.
• Must be able to sit for extended periods of time.
• Must have finger dexterity for typing/using a keyboard.
• Talking and hearing occur continuously in the process of communicating with guests, supervisors, vendors and our clients
• Valid California Driver’s License and State mandated vehicle insurance, and registration.
• Ability to walk extensive slope and/or flat association areas and visually review landscape, building areas, recreation facilities, parks etc. to ensure proper maintenance.
• Ability to work late into evenings as required for board meeting attendance