Job Description

Date Posted:
2990 E. 17th Avenue
United States of America
East West Hospitality

Position:             Resident Services Representative                           Status:  Non Exempt

Reports to:         Assistant General Manager


POSITION OVERVIEW:  The Resident Services Coordinator (RS) staff position is responsible for delivering the highest level of customer service to the residents and their guests 100% of the time. The RS staff interacts with residents to provide assistance and information in response to inquiries, concerns and requests relating to the amenities and services offered at the Pinnacle. RS staff members shall exemplify a positive, professional, safe and fun work environment.

Shift Availability: 

  • Saturday & Sunday 7am to 3pm
  • Monday & Wednesday 3pm to 11pm.

Hourly Wage - $18.00


  • Deliver the Pinnacle services to residents and guests per the Amenities/Services Offering Summary
    • Delivery shall be by telephone, electronically or face to face
    • Provide these services in a professional, respectful, timely & positive manner
    • Assure compliance with Pinnacle Policies and Procedures
  • The RS staff shall strive to achieve the following standards 100% of the time
    • Present a professionally dressed appearance in accordance with Pinnacle guidelines
    • Present a clean and well groomed appearance
    • Present a positive and non defensive attitude with all residents, guests, vendors and staff
  • Assure proper security for the residents, their guests and the facility
    • Monitor the property via security cameras as well as first hand observation
    • Assure that guests and vendors login and escort procedures are adhered to
  • Resolve resident and guest  problems, issues, inquires and concerns
    • Obtain all relevant information in order to fully understand the situation
    • Seek appropriate assistance as necessary
    • Resolve the situation to the satisfaction of the resident
    • Follow up with the resident, where appropriate, regarding closure or next steps
    • Update the Daily Handover Report with all pertinent information
  • Report/log all maintenance requests, including those from residents, staff, and observations
  • Conduct daily property walks, as assigned, and report/log all maintenance, landscape, facility and security issues observed
  • Update and maintain The Pinnacle operations and resident information and communication system.
    • Assure accurate resident, guest and vendor information
    • Assure accurate scheduling (enter the date, are, event and special requests)
  • Handle all emergencies according to the property’s Emergency Response Plan (ERP), Standard Operating Procedures and by calling 911 when appropriate
  • RS staff shall be well versed with
    • The Amenities/Services Offerings
    • The Pinnacle Policies and Procedures
  • Other duties as assigned.

Knowledge/Skills and Experience

Education and/or Experience

  • Experience in customer service/administrative field i.e. hotel, property management, F&B, retail, receptionist.  High School Diploma or equivalent.

Language Skills

  • Ability to read and comprehend instructions, correspondence, and memos.   
  • Ability to write correspondence emails. Ability to read and interpret documents in English such as safety rules, operating and maintenance instructions, and procedure manuals.
  • Ability to effectively listen and comprehend homeowner, guest or vendor requests and concerns.
  • Ability to speak effectively before groups of customers or employees of organization in English.
  • Knowledge of Spanish a plus.

Equipment Utilized

Computer, desk phone, key bank machine, copier/printer, tablet

Computer Operations

  • Microsoft Office (Word, Excel, Outlook)
  • Building Link
  • Key bank and fob system
  • Internet Explorer

Mathematical and Reasoning Skills

  • Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.



Application Instructions

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