Training Manager - Hospitality

The Residence Manager will play a key role in ensuring the efficient and smooth functioning of the property, enhancing the quality of life for residents, and maintaining the highest standards of service and upkeep.

Key Responsibilities:

1. Help Desk Operations Management:

   • Oversee the day-to-day operations of the Service Center / Help Desk, ensuring that all resident requests, complaints, and inquiries are logged, tracked, and addressed in a timely and efficient manner.
   • Develop and implement standard operating procedures for the Service Center / Help Desk, ensuring consistent and high-quality service delivery.
   • Monitor response and resolution times for service requests to ensure optimal performance and resident satisfaction.
   • Ensure that all Service Center / Help Desk personnel are trained on handling inquiries and service requests professionally and with empathy.

2. Resident Relations & Customer Service:

   • Serve as the primary point of contact for residents, addressing any concerns or issues related to maintenance, amenities, security, and other residential services.
   • Ensure that all resident complaints and requests are handled with care, professionalism, and urgency, ensuring a positive resident experience.
   • Provide information on building policies, amenities, and available services to residents.
   • Proactively engage with residents to ensure their needs are anticipated and addressed promptly.

3. Coordination with Service Providers and Vendors:

   • Coordinate with the maintenance, security, housekeeping, and other facility teams to ensure that service requests are addressed in an efficient and timely manner.
   • Manage communication with third-party vendors and contractors for services related to building maintenance, cleaning, landscaping, and other external needs.
   • Ensure proper scheduling and communication of maintenance schedules, events, and any disruptions affecting residents.

4. Monitoring Service Quality:

   • Track the quality and effectiveness of services provided to residents and ensure that all services meet the expected standards.
   • Conduct regular feedback surveys with residents to measure satisfaction levels and identify areas for improvement.
   • Monitor resident feedback, complaints, and suggestions to identify patterns and implement necessary improvements.

5. Event Coordination and Facility Booking:

   • Oversee the booking and scheduling of the banquet hall, swimming pool, and other community facilities, ensuring proper usage and adherence to policies.
   • Assist residents in booking amenities and coordinate any special requests for events or personal gatherings within the premises.
   • Collaborate with other departments to ensure smooth execution of events and activities hosted within the development.

6. Staff Supervision & Training:

   • Manage a team of Help Desk staff, ensuring they are motivated, well-trained, and fully equipped to handle all resident inquiries and concerns.
   • Conduct regular training sessions to enhance customer service skills, product knowledge, and problem-solving capabilities.
   • Monitor team performance and conduct regular evaluations to ensure high levels of efficiency, professionalism, and resident satisfaction.

7. Emergency Response Management:

   • Ensure that Help Desk staff are well-prepared for emergency situations and can provide appropriate responses and support to residents during emergencies (e.g., power outages, plumbing issues, fire alarms).
   • Coordinate with security and maintenance teams to ensure that emergency protocols are followed and effectively communicated to residents.

8. Reporting & Documentation:

   • Maintain a log of all inquiries, service requests, complaints, and resolutions, ensuring all records are accurate and up-to-date.
   • Prepare daily, weekly, and monthly reports for senior management on Help Desk operations, including resident feedback, recurring issues, and overall performance.
   • Maintain records of service level agreements (SLAs) and monitor compliance.

9. Compliance & Policies:

   • Ensure that Help Desk operations are compliant with property policies, building codes, and legal requirements.
   • Keep residents informed about updates to building rules, safety regulations, and any other important announcements.