Resident Relations Manager- Luxury High-Rise ( Lumina)

Are you a hospitality leader who thrives on delivering exceptional service and creating memorable experiences?

Action Property Management is seeking an experienced Resident Relations Manager to lead the Resident Relations and Concierge team at Lumina, one of San Francisco's premier luxury high-rise communities.

This is an exciting opportunity for a hospitality professional with experience in luxury hotels, high-rise residential communities, private clubs, or premium guest service environments who is passionate about leading teams, elevating service standards, and building lasting resident relationships.

Summary:

The Resident Relations Manager is responsible for leading the daily operations of the Resident Relations team, ensuring seamless and personalized experience for residents, guests, and visitors. This position oversees team performance, service standards, resident relations, and front desk operations while fostering a culture of professionalism, accountability and hospitality.

The ideal candidate is a polished service professional with experience leading front office, concierge, resident services, or guest services teams within luxury hospitality, high-rise residential, or private club environments.

Leadership and Supervision

• →Hire, train and manage, mentor, and support the front desk team to ensure consistent high-quality service.
• →Schedule and oversee front desk shifts, always ensuring appropriate coverage.
• →Conduct training sessions for new front desk staff and provide ongoing development opportunities.
• →Create SOPs for the Front Desk team as needed and present them to the AGM and GM for review.

Resident Experience & Service Excellence

• →Deliver an exceptional resident and guest experience through consistent, high-quality service.
• →Serve as the primary escalation point for resident concerns and service-related issues
• →Build positive relationships with residents and respond to inquiries in a timely and professional manner
• →Support resident engagement initiative, community events, and special programs.

Operations Management

• →Oversee daily front desk operations to ensure efficiency, professionalism, and service excellence.
• →In collaboration with the Management team, develop, implement, and maintain departmental Standard Operating Procedures (SOP’s).
• →Ensure compliance with company policies, operational procedures, and community standards.
• →Coordinate with other departments to ensure seamless property operations.
• →Manage and track front desk supplies and ensure the area is organized and well-maintained.
• →Conduct coaching sessions with individuals and document disciplinary action taken.
• →Manage the Employee Retention budget and recognize employees on their birthday.
• →Ensure all Concierge Associates are trained in emergency response protocols.
• →Collaborate with Management Team on the holiday décor in the lobbies.
• →Manage KeyTrak system to ensure all keys are accounted for.

Safety & Security

• →Ensure team members are trained on emergency procedures and response protocols.
• →Oversee key control systems and ensure proper security procedures are followed.
• →Assist with incident documentation and review security footage when required.
• →Support the community’s overall safety and security initiatives.

Administrative Duties

• →Maintain accurate records, logs, and reports related to front desk activities.
• →Order supplies and uniforms for team.
• →Assist in preparing weekly and monthly operational reports for the General Manager.
• →Manage key distribution and ensure proper security protocols are followed.
• →Review and approve team timecards.
• →Participate in management meetings and contribute to operational planning and process improvements.
• →Per additional duties assigned by management.

• This position requires onsite presence at the assigned location. 
• Emphasizes a collaborative atmosphere with open communication and mutual respect among team members.

• Minimum of 3 years of experience in luxury hospitality, residential property management, customer service, or related service focused environments.
• Minimum of 2 years of supervisory or management experience.
• Strong leadership, communication, and interpersonal skills.
• Demonstrated ability to resolve resident or guest concerns professionally and effectively.
• Experience developing SOP’s, training programs, and service standard preferred.
• Strong organizational skills with the ability to manage multiple priorities.
• Proficiency with Microsoft Office and related technology applications.
• Flexibility to work evenings, weekends, holidays, and special events as business needs require.

• High School Diploma or equivalent required
• Bachelor’s degree in Hospitality Management, Business Administration, or a related field preferred.

• Prolonged periods sitting at a desk and working on a computer.
• Ability to move throughout the property as needed.

Capable of lifting up to 25 pounds as needed.