The Operations Manager works under the direction of the Director of Operations and is responsible for the overall day to day operations of the amenity including Security and Receiving departments.
KWPM Culture
As a team member of KW PROPERTY MANAGEMENT & CONSULTING, you are expected to understand and support the mission statement of the company and practice our GREAT values every day. These values include but are not limited to greeting and smiling; showing respect with name recognition and eye contact; accepting the empowerment to exceed everyone's expectations and showing enthusiasm for your position and duties; being accountable to show a positive attitude and accountable for your actions; and be trustworthy in your duties and transparent in everything you do. These are our GREAT values and part of your work practices and expected as part of your daily activities while working at KW Property Management and Consulting.
Job Complexity & Critical Skills
Primary focus of the position is to be the extension of the Management Office. With the approval of the Director of Operations the Operations Manager is to create and update any necessary policy and procedures required to run the Security and Receiving operations smoothly and efficiently at a 5-star level.
Secondary focus of the position is to ensure residents receive optimum enjoyment of building aesthetics, privacy, services and amenities. The Operations Manager seeks opportunities to create memories and build positive resident relationships with the Building and the Association by anticipating needs and exceeding expectations with creative, gracious and hospitable delivery of services.
While direct supervisory role is generally limited to Security and Receiving staff the Operations Manager acts as “chief of protocol” to facilitate well-orchestrated coordination of security, front desk, valet, maintenance, housekeeping and office staff to deliver gracious, seamless service to residents and guests. As such, Operations Manager’s focus is to smooth over, not exaggerate, occasional gaps.
The Operations Manager leads by example to foster positive image of all owners, management team and building service providers.
The Operations Manager assists Management Office with resident communications and relationships. Excellent interpersonal skills and strong English communication skills are essential. Conversational ability or fluency in other languages, especially Spanish or Portuguese, is desirable and may also be required at site(s).
Duties and Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
As the key employee liaisons between the client and KWPM services & internal support staff, the Operations Manager must perform the job duties with a view toward projecting a professional and competent image: Service to the customer in a friendly and outgoing manner is essential, while timeliness and professional appearance are key. The position is fundamental to the administrative and operational functions of the Company/Property and as such requires established organizational skills, with attention to detail and solid time management, and good interpersonal skills.
- Maintain common areas in a professional and a presentable condition, with no food, drink, and personal items, including personal cell phones and earpieces, other electronics, books, magazines, etc., in view or impeding access to Front Desk and/or Concierge equipment, references or other tools.
Ensure all new employees complete on-site orientation with their department supervisor and reports on completion to the Director of Operations.
- Keep employees motivated and engaged per company standards through training and development. Provide leadership support to team members so that they have been given the tools and resources to meet and exceed expectations.
- Promptly communicate resident and guest concerns to Management Office. Direct all inquiries regarding all Association affairs not addressed in the Front Desk Manual or beyond Concierge scope of duties to the Management Office.
Respect resident and guest privacy, perspective, priorities, time and resources.
- Evaluate the efficiency of day-to-day procedures and apply improvements.
- Revise and/or formulate standards/policies to meet the buildings needs and promote their implementation.
- Be capable of identifying and implementing change within the team.
- Make recommendations to the Management Office on capital improvements to the condominium building to ensure residents receive optimum enjoyment of building aesthetics, privacy, services and amenities.
Because of the fluctuating demands of the daily operations, it will be necessary each employee is able to perform a multitude of distinct functions in all the departments; therefore, as an essential part of the position, the expectation is that all team members assist where needed to ensure the member expectations are exceeded.
Competencies;
- Problem Solving abilities and able to dissolve conflict between members, vendors and staff
- Leadership with an emphasis on teamwork
- Time Management and computer proficient in Microsoft Office with the ability to learn other programs
- Strong communication skills; the ability to convey and articulate ideas and directives in a professional manner.
- Ability to review and understand budgets
Work Environment
This position will be located at a property that has a restaurant on premise. The noise level is typical of an outdoor restaurant/bar.Position will be indoors and outdoors and exposed the weather. Ability to work in outdoor conditions of rain, cold, heat and humidity is a requirement.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
The employee is occasionally required to sit, stand, reach, lift, bend, kneel, stoop, climb, push and pull items weighing 25 pounds or less. The position requires manual dexterity; auditory and visual skills; and the ability to follow written and oral instructions and procedures.
Position Type/Expected Hours of Work
This is a full-time exempt position. Days, nights, holidays and weekends are part of the job and hours of work will be determine based on the business needs of the property.
Required Education and Experience
- Prior experience in a related position; a minimum of 2 years’ experience.
- Working knowledge of computer and associated programs; MS Office Suite.
- Ability to multi-task, set, and manage priorities.
- Excellent communication and listening skills in order to interact with a diverse and multi culture population
- Must function in team organized environment
- High School Diploma, Undergraduate Degree and/or Work Equivalent
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Receipt and Acknowledgement
The above statements are intended to describe the general nature and level of work being performed. It is not intended to be an exhaustive list of all responsibilities, duties or skills necessary for this position. Specific responsibilities, duties and/or skills may change at any time. Receipt of the position description does not imply or create a promise of employment, nor an employment contract of any kind. I hereby acknowledge that I have read and understand this document
