Resident Relations Officer (Condominium Complex in BGC)

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Our people at JLL and JLL Technologies are shaping the future of real estate for a better world by combining world class services advisory and technology for our clients. We are committed to hiring the best most talented people and empowering them to thrive grow meaningful careers and to find a place where they belong. Whether youve got deep experience in commercial real estate skilled trades or technology or youre looking to apply your relevant experience to a new industry join our team as we help shape a brighter way forward.

Candidate Baseline Qualification: Key Selection Criteria

Ideal Experience

College graduate preferably a bachelors holder of hospitality or business administration

With at least 4-5 years of work experience in the real estate industry property management or hospitality management

Sound interpersonal skills to manage a diverse range of client representatives internal colleagues and external stakeholders

With an in-depth experience in customer service and management

Critical Competencies for Success

Fluent in English & Filipino (Spoken & Written)

Possess a customer-first mindset to manage resident/unit owner requests and concerns

Sound leadership skills to oversee front desk operations

Work Order Management can simplify complex situations/problems into workable segments and can prepare action plans and recommendations based on clearly identified deliverables

High attention to details

Proficient in MS Office (Word Outlook Excel & PowerPoint)

ROLE AND RESPONSIBILITIES

OVERALL ROLE

Primary responsibility is to enhance the quality of the resident experience in the assigned residential property. The role will serve as the main point of contact for residents managing their concerns grievances and requests. The Resident Relations Officer is also responsible for building a positive community experience within the property fostering a sense of belonging among residents and resolving conflicts or issues that may arise.

KEY RESPONSIBILITIES

1. Resident Engagement:

Develop and implement programs to engage and build relationships with residents.

Organize community events and activities to encourage resident interaction and foster a sense of community.

Manage resident feedback and suggestions addressing concerns and implementing improvements as needed.

2. Customer Service:

Serve as the primary contact for resident inquiries requests and complaints.

Provide prompt and efficient customer service ensuring residents needs are addressed and resolved effectively.

Maintain a professional and helpful approach when dealing with difficult or challenging situations.

Manage and oversee front desk operations

3. Conflict Resolution:

Mediate and resolve disputes or conflicts between residents ensuring a peaceful living environment.

Address complaints or breaches of community guidelines and enforce property rules and regulations.

Collaborate with the security team to address safety and security concerns.

4. Communication and Documentation:

Maintain accurate and updated resident records including contact details preferences and lease agreements.

Communicate property updates policies and important announcements to residents through various channels (e.g. newsletters emails social media).

Ensure timely and effective communication with residents regarding maintenance repairs or property-related issues.

5. Resident Retention and Satisfaction:

Conduct regular resident surveys to assess satisfaction levels and identify areas for improvement.

Implement resident retention strategies and initiatives to enhance resident loyalty and satisfaction.

Collaborate with the leasing team to assist in lease renewals and promote resident referrals.

Location:

If this job description resonates with you we encourage you to apply even if you dont meet all of the requirements. Were interested in getting to know you and what you bring to the table!

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