Job Description

The Lead Resident Services Specialist plays a key leadership role in delivering the Arch Experience for all residents, guests, and prospective homebuyers. This position oversees the day-to-day "front desk" operations, ensuring exceptional customer service standards are consistently met while providing direct support and guidance to the Resident Services team. A primary focus of this role is engaging with prospective homebuyers—offering community overviews, builder information, and a warm, professional first impression that reflects the quality of the North River Ranch lifestyle. Acting as both a concierge and community ambassador, the Lead Resident Services Specialist fosters meaningful resident relationships, manages amenity rentals and programming logistics, and maintains efficient administrative processes to ensure smooth facility operations and an inviting environment for all.

Normal work hours: Varied to include nights, weekends, and holidays. (Example Schedule: Tuesday - Saturday 8:30 AM - 4:30 PM)

Essential Job Duties / Supportive Functions:

• Ensures the “Arch Experience” for prospective home buyers and residents by maintaining the standards set in the Arch Mission Statement, Expectations, and Brand Standards.
• Adheres to policies of Arch Amenities and the client/community/developer.
• Becomes knowledgeable about the community, its amenities, and its services to effectively communicate with prospects and residents.
• Always presents professional appearance and positive upbeat attitude and maintains a high standard of customer service.
• Communicate effectively with prospective home buyers, residents and team members.
• Informs facility manager of any resident/prospect issues and follows incident reporting procedures.
• Uses time efficiently throughout their shift by checking the facility cleanliness and ensuring the facility is stocked appropriately. Completes periodic inventory of supplies.
• Informs co-worker(s) of pertinent information at the end of the shift. Maintains and updates staff communication log.
• Other duties as assigned.

Prospective Home Buyer / Marketing Support:

• Provides overview of the community and builders and engages in a thorough conversation with prospective home buyers to ensure all of their questions are answered and they receive a high quality first impression of the community.
• Ensures every prospective home buyer is registered in the community marketing database.
• Assists with Marketing Events including administrative planning tasks as well as setup and execution of the event.

Resident Services:

• Serves a Community Concierge to residents and their guests, providing information on the surrounding area.
• Oversee amenity rental requests, payment, coordination and communications.
• Assists in the design, with use of templates, forms, flyers, newsletters and promotional materials to be utilized within the community and amenities.
• Registers new residents in all internal systems and issues key fobs for the amenities.
• Enrolls residents in programs and events and receives payments for programs and services.

Supervisory Tasks:

• Manages room and space schedules throughout the amenities for private rentals, clubs and lifestyle events.
• Acts as a facility MOD and assists in the supervision of part-time staff members.
• Assists with the creation of front desk staff schedules.
• Reconciles daily sales, deposits, and receipts, when applicable.

Qualifications/Requirements:

• Previous sales/retail, hospitality and customer service experience.
• Bachelor's degree preferred.
• Supervisory experience preferred.
• Excellent oral communication skills. Must be able to write legibly and clearly to convey information.
• Creativity, especially in the areas marketing and promotion.
• Efficient, well organized, and able to handle a variety of duties simultaneously.
• Energetic, enthusiastic and motivational.
• Professional manner, discretion, and appearance.
• Strong team player.
• Must be able to keep calm and composed while under pressure.
• Must be able to show initiative and make decisions.
• Proficient in appropriate computer skills and office equipment

The intent of this position description is to provide a representative summary of the major duties and responsibilities performed by incumbents of this job. Incumbents may be requested to perform job-related tasks other than those specifically presented in this description.

DISCLAIMER

The employee must be able to perform the essential functions of the position satisfactorily and, if requested, reasonable accommodation will be made to enable employees with disabilities to perform the essential functions of their job, absent undue hardship. Job descriptions typically change over time as requirements and employee skill levels change. Supervisors may revise and/or add duties to reflect these changes. The Employer retains the right to change or assign other duties to this position.

Arch Amenities Group, LLC is an Equal Opportunity / Affirmative Action employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity or any other factor protected by applicable federal, state or local laws. Arch Amenities Group, LLC is also committed to working with and providing reasonable accommodation to individuals with disabilities. Please let your recruiter know if you need accommodation at any point during the interview process.