Residence Liaison

Roles and responsibilities

1. Customer Service Excellence

• Resident Relations: Act as the primary point of contact for residents, addressing questions, concerns, and special requests in a timely manner.
• Conflict Resolution: Address and resolve any complaints or disputes between residents or between residents and staff diplomatically and effectively.
• Personalization: Tailor communication and services to meet individual resident needs, ensuring a high level of satisfaction.

2. Communication Skills

• Clear Communication: Maintain open, clear, and respectful communication with residents, property management, maintenance teams, and other stakeholders.
• Written Communication: Prepare clear and concise correspondence, including newsletters, notices, and updates to residents.
• Active Listening: Listen attentively to resident feedback and concerns, ensuring that issues are properly understood and addressed.

3. Organizational Skills

• Scheduling and Coordination: Manage appointments for maintenance, repairs, or inspections, coordinating between residents and maintenance teams or vendors.
• Event Planning: Organize community events, resident meetings, or social gatherings to foster a sense of community.
• Documentation: Keep accurate records of resident requests, complaints, and interactions to monitor and track issues.

4. Knowledge of Property Management

• Community Rules and Regulations: Understand and enforce the property’s rules, regulations, and policies, ensuring that residents are informed and compliant.
• Building Operations: Have a general knowledge of building systems, maintenance procedures, and the property’s amenities.
• Emergency Protocols: Be familiar with emergency procedures and protocols for handling urgent situations, such as fire evacuations or security concerns.

5. Problem-Solving and Adaptability

• Efficient Problem Solving: Quickly assess and resolve issues or concerns raised by residents, ensuring that their needs are met in a timely and professional manner.
• Adaptability: Be flexible and adaptable to changes in resident needs or property operations, and adjust approaches as necessary.

6. Interpersonal Skills

• Teamwork: Work closely with property management, maintenance, and cleaning teams to ensure that the needs of residents are met.
• Resident Engagement: Foster positive relationships with residents, encouraging community involvement and engagement.
• Professional Demeanor: Maintain a calm, professional, and approachable demeanor, especially in challenging situations.

7. Technology Proficiency

• Property Management Software: Use property management software to track resident requests, payments, and maintenance schedules.
• Communication Tools: Use email, phone, and other communication platforms to stay in touch with residents and other team members.
• Social Media Management: Manage resident-focused communication platforms, like social media groups or digital newsletters, if applicable.

Desired candidate profile

The Residences Liaison plays a vital role to the success of the Atlantis the Royal Residences and to the execution of the day to day Residential Operations. The Liaison is the focal point of contact for the Owners-for any request and need that they may have. The Liaison is the key player of executing Amazing Experiences and Everlasting Memories for the Residents and their Generations to come. You will assist with all queries, plans or arrangements of the Residents and or guests. Supply Residence owners and guests with directions and information regarding property amenities, services, hours of operation, and local areas of interest and activities. The Liaison must anticipate service needs, including asking questions to better understand needs and watching/listening to preferences and acting on them whenever possible.

About You

Business Administration, Hotel Management or equivalent University degree is preferred. The right candidate must have at least 3 years hotel experience in a luxury environment and a secondary Language is desirable. Must have proficient Knowledge of Outlook, Word, Excel for data collection, collation, basic charts, PowerPoint and Publisher.