Residence Associate

OVERVIEW/BASIC FUNCTION: Provides information to tenants, accepts inquiries and coordinates all tenants’ requests for special arrangements or services, courteously and efficiently. Informing tenants of hotel services, features and apartment amenities. Attending to immediate needs of tenants upon arrival and follow through attention throughout stay.
RESPONSIBILITIES: • Maintain complete knowledge of and comply with all departmental policies, service procedures and standards. • Ensure that standards are maintained at a superior level daily. • Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended. • Anticipate tenants’ needs, respond promptly, and acknowledge all guests, however busy and whatever time of day. • Resolve tenants’ complaints, ensuring guest satisfaction. • Monitor and maintain cleanliness, sanitation and organization of assigned work areas. • Maintain complete knowledge of: a. All hotel features/services, hours of operation. b. All hotel restaurant food concepts, menu price range, dress code and ambiance. c. All apartment types, numbers, layout, amenities and locations. d. All apartment rates, special promotions. e. Local events, attractions, holiday schedules. • Meet with Supervisor to review business status and follow up actions. • Access all functions of computer system in accordance with departmental specifications. • Set up workstation with necessary supplies; maintain cleanliness throughout shift. • Legibly complete requisition for additional supplies/materials and submit to Manager. • Handle new enquiries and highlight to Manager and Director for special request and special attention guest. • Review designated in-house tenant list and be familiar with guests' names and apartment locations. • Answer department telephone using correct salutations and telephone etiquette. • Accommodate all tenants’ requests expediently and courteously. Follow up with designated hotel personnel to ensure completion of request. • Coordinate all tenants request, add on services, ala carte services are followed up to the brand standard • Place orders for amenities and coordinate delivery of amenities to designated guest apartments. • Follow arrival and departure policy in place • Relay accurate directions to guests' desired destination within local area and distribute maps with highlighted routes. • Distribute all guest and departmental mails and deliveries • Randomly inspect designated apartments weekly and complete necessary paperwork. • Telephone newly registered guests after check-in to establish guest needs and satisfaction. Follow up on any guest requests. • Monitor and ensure that all cashiering procedures comply and cash float with accounting policies and standards • Take record and relay messages accurately, completely and legibly. Proper handover procedure in place between the shifts. • All other duties as required.
QUALIFICATIONS:• Experience: Minimum of one years’ experience in a similar capacity for a luxury or ultra-luxury hotel. • Education: High school diploma. • General Skills: Must be able to perform job functions with attention to detail, speed and accuracy. prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest’s service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data. • Technical Skills: Thorough knowledge of local restaurants, museums and attractions; thorough knowledge of current events in and around the region; ability to access, input, analyze and retrieve information from computers; exceptional oral communication skills to ensure ability to negotiate and persuade guests and associates to achieve results beneficial to operation of hotel; ability to converse calmly with irate guests, co-workers, superiors and subordinates in sometimes intense emotional situations; ability to focus and maintain attention to performance of tasks despite frequent stressful, emergency, critical or unusual interruptions; ability to memorize, recollect and quickly retrieve dates, names, times and other data; ability to work and complete assignments on time despite frequent stressful, emergency, critical or unusual interruptions; ability to participate in all departmental and hotel-wide meetings. • Language: Required to speak, read and write English, with fluency in other languages preferred. • Physical Requirements: Must be able to exert physical effort in, endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding. • Licenses & Certifications: None required.