Job Description
Job Description
Activity: Concierge & Resident Relations
Brantwood is a unique residential apartment community in the heart of the Pasadena’s Playhouse Village, with 55 units for active adults 62 years and older. It has elements of a club, with gracious art-filled public rooms, patios, bar and rooftop terrace, and regular educational and social programs for residents.
Brantwood also has boutique hotel characteristics. Many residents have other homes or travel frequently, residing at Brantwood only part of the year. For some relocating to Pasadena for family reasons, Brantwood provides a comfortable home without the burdens of ownership, close to children and grandchildren who live in the area.
Brantwood’s Executive Receptionist position has elements of concierge and resident relations work. It is the most frequent and most important point of contact for residents, setting the tone for their experience. The role requires a sincere personal interest in the lives of residents, a focus on their experiences both apart from and at Brantwood, and a clear understanding of the Brantwood’s unique atmosphere, programs, and local surroundings.
Key Responsibilities
- Warm welcome: Greet residents regularly with a friendly and professional demeanor, developing personal relationships with each one, responding to questions and providing essential information on such topics as upcoming programs, maintenance issues, parking, housekeeping and billing.
- Resident Service & Experience Enhancement Anticipate and cater to guest needs and preferences, offering personalized assistance with packages or WIFI issues, proactively addressing concerns. Receive recommendations and communicate resident ideas and needs to the relevant team members.
- Information Provision: Act as a knowledgeable resource about Brantwood’s offerings, local attractions, dining recommendations and transportation options.
- Administrative Tasks: Take ownership in the presentation of the public areas through regular inspections and communication; maintain accurate records of resident interaction; ensure the front desk area is tidy and organized.
- Team Communication: Collaborate seamlessly with the head of Resident Relations and team members in Maintenance, Housekeeping, Finance, and Food & Beverage, to ensure a smooth and enjoyable resident experience.
Skills & Qualifications
- Exceptional Customer Service: Demonstrate a genuine passion for hospitality, a welcoming demeanor, and a commitment to resident satisfaction.
- Strong Communication & Interpersonal Skills: Interact effectively and warmly with diverse residents and colleagues, both verbally and in writing.
- Attention to Detail & Organization: Manage multiple tasks accurately and maintain a pristine front desk environment.
- Problem-Solving & Adaptability: Calmly and efficiently address resident issues and complaints, finding suitable resolutions, and adapt to changing circumstances.
- Tech Savvy: Proficient in using Brantwood’s management software, various building applications (the Luxer package system and the audio visual system) and standard office applications.
- Local Area Knowledge: Familiarity with local attractions, dining, and other services to provide informed recommendations to guests.
- Flexibility: Ability to work a flexible schedule, including evenings, weekends, and holidays, is desirable but not required.
Specific Tasks
- Assist head of Resident Relations with event information, responses, programs
- Maintain daily housekeeping log
- Help residents enter “work orders” in the management software system
- Manage the digital bill board, elevator notices and physical billboards
- Monitor Playhouse Village communications for local events; update calendars
- Help residents with mail and packages, Luxer boxes and personal deliveries
- Organize office supplies and re-order
- Music programming and audio visual requirements in Ruskin Hall as needed
- Work with Facilities to provide fobs (keys) to residents
- Help set up wireless access in rooms
- Assist Facilities with move-in issues
Other: Daily Inspections
- Inspect all public rooms upon arrival and communicate issues as necessary with Facilities (particularly the public bathrooms and the gym)
- Inspect and clean windows in reception and lounge area
- Inspect and lightly clean elevators if necessary
- Water indoor plants
- Light cleaning (brush off) of outdoor patio furniture in courtyards
- Straighten furniture in all public areas
Company Description
Mill Creek Properties is a Pasadena-based real estate development firm known for its commitment to thoughtful urban design and community-focused projects. Led by experienced professionals with backgrounds in finance and a passion for architecture, Mill Creek offers a collaborative and mission-driven work environment.