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About the Role
Action Property Management is seeking an experienced Resident Relations Manager to lead the Resident Relations and Concierge team at Lumina, one of San Francisco's premier luxury high-rise communities. This role is responsible for leading the daily operations of the Resident Relations team, ensuring seamless and personalized experiences for residents, guests, and visitors.
Responsibilities
- Hire, train, manage, mentor, and support the front desk team to ensure consistent high-quality service.
- Schedule and oversee front desk shifts, always ensuring appropriate coverage.
- Conduct training sessions for new front desk staff and provide ongoing development opportunities.
- Create SOPs for the Front Desk team as needed and present them to the AGM and GM for review.
- Deliver an exceptional resident and guest experience through consistent, high-quality service.
- Serve as the primary escalation point for resident concerns and service-related issues.
- Build positive relationships with residents and respond to inquiries in a timely and professional manner.
- Support resident engagement initiatives, community events, and special programs.
- Oversee daily front desk operations to ensure efficiency, professionalism, and service excellence.
- Develop, implement, and maintain departmental Standard Operating Procedures (SOP’s).
- Ensure compliance with company policies, operational procedures, and community standards.
- Coordinate with other departments to ensure seamless property operations.
- Manage and track front desk supplies and ensure the area is organized and well-maintained.
- Conduct coaching sessions with individuals and document disciplinary action taken.
- Manage the Employee Retention budget and recognize employees on their birthday.
- Ensure all Concierge Associates are trained in emergency response protocols.
- Collaborate with Management Team on the holiday décor in the lobbies.
- Manage KeyTrak system to ensure all keys are accounted for.
- Ensure team members are trained on emergency procedures and response protocols.
- Oversee key control systems and ensure proper security procedures are followed.
- Assist with incident documentation and review security footage when required.
- Support the community’s overall safety and security initiatives.
- Maintain accurate records, logs, and reports related to front desk activities.
- Order supplies and uniforms for team.
- Assist in preparing weekly and monthly operational reports for the General Manager.
- Manage key distribution and ensure proper security protocols are followed.
- Review and approve team timecards.
- Participate in management meetings and contribute to operational planning and process improvements.
- Perform additional duties assigned by management.
Requirements
- Minimum of 3 years of experience in luxury hospitality, residential property management, customer service, or related service-focused environments.
- Minimum of 2 years of supervisory or management experience.
- Strong leadership, communication, and interpersonal skills.
- Demonstrated ability to resolve resident or guest concerns professionally and effectively.
- Experience developing SOP’s, training programs, and service standards preferred.
- Strong organizational skills with the ability to manage multiple priorities.
- Proficiency with Microsoft Office and related technology applications.
- Flexibility to work evenings, weekends, holidays, and special events as business needs require.
- High School Diploma or equivalent required.
- Prolonged periods sitting at a desk and working on a computer.
- Ability to move throughout the property as needed.
- Capable of lifting up to 25 pounds as needed.
Skills
- Leadership
- Communication
- Interpersonal skills
- Problem-solving
- Organization
- Microsoft Office proficiency
Location
- San Francisco
Work Type
- Onsite
- Full-time
Experience Level
- 3+ years in luxury hospitality, residential property management, customer service, or related service-focused environments
- 2+ years of supervisory or management experience
Education Level
- High School Diploma or equivalent
- Bachelor’s degree in Hospitality Management, Business Administration, or a related field preferred
Salary/Compensations
- Up to $90k base/year
Benefits
- Competitive salary
- Health insurance
- 401(k) matching
- Vacation
- Sick time
- Holiday pay
- Birthday holiday
- Medical
- Dental
- Vision
- Pet insurance
- Life and disability support
- Generous paid time off
About the Company
- With a legacy spanning four decades, Action Property Management has become the premier choice for homeowner’s association management.
- Founded in 1984, Action began with a single client and a vision to elevate ethical and professional standards in the HOA industry.
- Our unwavering commitment to integrity, and professionalism coupled with our core values of excellence, innovation and care for people, continues to define us.
- Today, as the largest privately owned HOA management company in the West, we proudly serve over 300 communities across 9 offices.
- Our success is fueled by a team of nearly 900 dedicated team members who genuinely love what they do and are dedicated to helping homeowners thrive and love where they live.
- At Action Property Management, we believe in creating an environment where you truly love where you work.
- We offer competitive pay and ample opportunities for career growth and advancement.
- We are committed to investing in the infrastructure, technology, training, and tools you need to excel in your role.
- Our relentless dedication to our company values and culture ensures a workplace where you feel heard, supported, and valued.
Equal Opportunity
- Action Property Management is an Equal Opportunity Employer and Supports a Drug Free Workplace.
- Pursuant to the San Francisco and Los Angeles Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.