Front Office Associate

Property: The Grid Co Living

Job description:

SUMMARY OF RESPONSIBILITIES

As a Front Office Associate at a condormitel, you'll greet guests, assist with check-ins/outs, and manage both short-term and long-term reservations. You'll provide excellent customer service, address inquiries, and help organize community events. Responsibilities include handling billing, ensuring property security, and coordinating maintenance and housekeeping. You'll also gather feedback, resolve issues, maintain records, and assist with promotional efforts to enhance the property's visibility and resident satisfaction.

1. Guest Reception & Check-In/Check-Out:

• Warm Welcome: Greet all guests (residents and visitors) in a professional, friendly manner. As a condormitel often serves longer-term stays, build rapport and make guests feel at home.
• Efficient Check-In/Check-Out: Handle smooth and efficient check-ins and check-outs. For longer stays, ensure residents have all the necessary information (housekeeping schedules, utility billing, Wi-Fi access, etc.).
• Room Assignments & Upgrades: Assign rooms or units based on guest preferences and availability. For long-term residents, help with any relocations or upgrades as per company policies.
• Resident Orientation: Provide new residents with an overview of the building's facilities (laundry, common areas, maintenance, etc.) and answer any questions they may have about community guidelines.

2. Reservation & Booking Management:

• Manage Reservations & Bookings: Handle daily reservations and long-term stay bookings, ensuring availability is up-to-date and reservations are accurately recorded.
• Special Requests: Track and confirm special requests for long-term residents (e.g., maintenance needs, flexible check-in/check-out times) to improve the overall experience.
• Group Bookings: If applicable, manage group bookings (e.g., for students or corporate guests) and provide assistance with bulk reservations and invoicing.

3. Customer Service & Community Engagement:

• Resident Support: Act as the first point of contact for residents. Address their needs, concerns, and requests, ensuring they feel comfortable and supported in their living environment.
• Resident Communication: Stay in touch with residents about building updates, events, and maintenance schedules via emails, newsletters, or digital notice boards.
• Organize Community Activities: Coordinate social events or activities to foster a sense of community (e.g., movie nights, communal dinners, or fitness classes).
• Customer Satisfaction: Regularly check in with residents about their stay to ensure any issues are promptly addressed and provide solutions to enhance the living experience.

4. Billing & Financial Transactions:

• Long-Term Stay Billing: Accurately process rental payments (monthly/quarterly) and ensure that payment records are updated. Handle additional charges, such as utilities, maintenance, or amenity fees.
• Payment Collection: Accept and process payments for rent and any additional services, such as parking or additional amenities (e.g., co-working space or laundry services).
• Financial Documentation: Ensure that residents receive clear and detailed invoices, and follow up on any outstanding payments or disputes.

5. Property Safety & Security:

• Security Monitoring: Ensure that security systems (CCTV, access control) are functioning properly, and report any issues promptly. Ensure all guests and residents adhere to building security protocols.
• Emergency Preparedness: Be familiar with emergency procedures and ensure residents are well-informed (fire drills, medical emergencies, etc.). Act as a liaison during emergency situations to provide necessary assistance.
• Property Inspections: Regularly inspect the front desk area, common spaces, and amenities for cleanliness, safety, and maintenance needs. Ensure the property is always in top condition.

6. Coordination with Maintenance & Housekeeping:

• Maintenance Requests: Take note of any maintenance issues from residents (plumbing, electrical, HVAC, etc.) and coordinate with the maintenance team to address them swiftly.
• Housekeeping Scheduling: For residents in shared spaces or rooms, manage housekeeping schedules to ensure cleanliness and comfort. Track cleaning service requests and ensure they are completed on time.
• Facility Management: Ensure all common areas are regularly maintained, including the lounge, kitchen, fitness center, and any other shared amenities. Coordinate with the housekeeping team to keep these spaces clean and fully functional.

7. Guest & Resident Feedback Management:

• Collect Feedback: Regularly gather feedback from residents and short-term guests regarding their stay, their needs, and any concerns they may have. Use surveys, direct interactions, or digital platforms.
• Issue Resolution: If issues arise (e.g., noisy neighbors, maintenance concerns), take immediate action to resolve problems while maintaining a positive and professional attitude.
• Proactive Engagement: Regularly engage with residents through informal check-ins or structured meetings to ensure a high level of satisfaction.

8. Administrative & Operational Support:

• Front Desk Operations: Manage the front desk area, ensuring it remains organized and well-stocked with the necessary materials (room keys, brochures, forms, etc.). Handle incoming and outgoing correspondence (mail, packages).
• Record-Keeping: Maintain accurate records of all resident check-ins/outs, payment transactions, and service requests. Ensure that all personal data is kept confidential and managed in accordance with privacy policies.
• Shift Reporting: Prepare daily shift reports, including guest feedback, operational issues, and any special requests or concerns raised during the shift.

9. Marketing & Promotion:

• Promote Property Amenities: Actively inform guests about on-site amenities like the co-working space, fitness center, or lounge area. Encourage residents to take full advantage of these features.
• Social Media & Community Presence: Assist with promoting events or promotions on social media platforms or community boards, aiming to engage residents and attract new tenants or guests.
• Resident Referrals: Encourage satisfied residents to refer friends or colleagues, offering referral incentives or discounts when applicable.

10. General Administrative Tasks:

• Data Entry: Input and update resident information, booking details, payments, and service requests into the property management system (PMS) accurately and promptly.
• Documentation Management: Maintain all paperwork related to reservations, financial transactions, and service logs. Ensure that records are stored securely and are easily accessible.