About the job
The Operational Support Specialist plays a critical role in shaping the resident and guest experience by supporting front desk operations, amenity oversight, access control, and issue resolution, while maintaining a visible leadership presence in high-traffic and common areas. Amenity operations are an integrated function of this role and are not a standalone position.
Key Responsibilities
Front-of-House & Guest Experience
- Serve as the first point of contact for residents, guests, and visitors
- Deliver a professional, welcoming, and service-oriented experience
- Manage guest inquiries, concerns, and complaints with calm, effective resolution
- Provide information regarding property rules, amenities, and services
- Maintain a visible presence in lobbies, common areas, amenity spaces, and exterior zones
- Escalate issues appropriately while maintaining guest confidence and safety
Operational & Amenity Support
- Support multiple properties and shifts within a designated region
- Perform and support various FOH functions, including Front Desk (non-overnight), Amenity Attendant, Administrative Assistant, and other front-facing operational roles
- Oversee pool, beach, fitness, and other amenity areas to ensure cleanliness, safety, and operational readiness
- Monitor vendor performance related to amenities and report concerns to management
- Ensure amenities are properly maintained, stocked, organized, and guest-ready at all times
- Assist with towel service, fitness area upkeep, seating organization, and general amenity presentation
- Support special events, projects, and service enhancements at the amenity level
Safety, Access & Compliance
- Monitor and control building access in accordance with security and credentialing procedures
- Ensure compliance with Association Rules and Regulations
- Observe and report safety hazards, incidents, or malfunctions immediately
- Track guest interactions, incidents, and resolutions using company systems and logs
Qualifications & Skills
- Strong interpersonal, communication, and customer service skills
- Proven experience in hospitality, concierge, security, property management, or guest-facing roles preferred
- Ability to remain professional and composed in high-pressure situations
- Versatility to support multiple FOH and amenity-related functions
- Strong situational awareness and problem-solving abilities
- Basic reporting, documentation, and administrative skills
- Ability to work collaboratively with on-site teams and leadership
Schedule & Work Environment
- Flexible availability, including evenings, weekends, and holidays
- Ability to stand and walk for extended periods
- Ability to work indoors and outdoors
- Willingness to travel between KWPMC properties as operational needs require
Scope Clarification
This role is designed to provide integrated Front-of-House and Amenity operational support across properties. Responsibilities may vary by location and shift based on business needs.