Position Description: Lifestyle Manager:

The Lifestyle Manager is responsible for overseeing the concierge team and ensuring the highest level of service and satisfaction for the residents of the building. This role involves managing day-to-day operations, responding to residents' requests, and fostering a welcoming, inclusive, and exceptional living environment. The Lifestyle Manager will supervise, train, and support concierge staff, ensuring efficient operations while building strong, trust-based relationships with residents, vendors, and staff.

The Lifestyle Manager plays a key role in creating and maintaining a best-in-class living experience for residents. With a focus on exceptional service and a commitment to excellence, the Lifestyle Manager will leverage outstanding interpersonal skills and emotional intelligence to foster a sense of community where every resident feels valued and supported. This role requires the ability to anticipate resident needs, create personalized experiences, and ensure that the community remains welcoming and exceptional at all times. The Lifestyle Manager must also maintain composure under pressure, handling challenges with professionalism and discretion, and ensuring that every interaction reflects the high standards of the community. Building strong, trusting relationships with residents, vendors, and staff is essential to upholding the communitys reputation for excellence and ensuring a seamless, positive experience for all.

In addition, the Lifestyle Manager must be prepared to handle and deescalate conflicts should any arise. Working in collaboration with the Property Manager and other team members, they will address unforeseen issues swiftly and professionally, ensuring minimal disruption to residents and maintaining a peaceful environment. The ability to manage challenging situations with diplomacy, while keeping the resident experience top of mind, is essential to this role.

The Lifestyle Manager will also oversee a wide range of resident services, including dry cleaning, housekeeping, dog walking, private dining, fitness offerings, beauty and wellness services, coffee services, amenity reservations, and more. By ensuring the concierge team provides exceptional service across these offerings, the Lifestyle Manager will help enhance the overall living experience and meet the diverse needs of the community.

Resident Services Overview:

The Lifestyle Manager is responsible for overseeing a broad spectrum of personalized services that enhance the resident experience. Ideal candidate would familiarity with Livley, ButterflyMX, Yardi and Luxer to the manage the following resident services.

Building services for residents will include:

Dry Cleaning and Laundry Services: Coordination of resident dry cleaning and laundry needs, including arranging pick-up, drop-off, and scheduling.

Housekeeping Services: Managing resident housekeeping requests, from regular cleaning to one-time deep cleans, and working with external cleaning providers to ensure quality service.

Dog Walking and Pet Services: Arranging dog walking, pet sitting, grooming, and other pet care services for residents with pets.

Private Chef and Dining Services: Facilitating private dining experiences, including organizing in-home chef services for special events or regular meals, as well as handling restaurant reservations.

Coffee Services: Ensuring the building's coffee station is stocked, refreshed, and well-maintained daily. This includes providing coffee, tea, and associated items, as well as managing inventory for coffee supplies (e.g., beans, cups, sugar, milk, etc.), and ensuring that the station is cleaned and ready for use by residents.

Fitness Classes and Personal Trainers: Managing resident requests for fitness classes, personal trainers, and wellness programs, including yoga, Pilates, personal training, and other fitness-related services.

Beauty and Wellness Services: Arranging in-home beauty services such as hairstyling, spa treatments, massage therapy, and other wellness services for residents.

Personal Organizer Services: Coordinating professional organizing services to help residents with home decluttering, organization, and personalized storage solutions.

Amenity Reservations and Daily Activity Management: Overseeing the reservations for building amenities such as the fitness center, pool, rooftop lounge, and event spaces. Additionally, ensuring the smooth operation of daily activities and events on the amenity floors, fostering a vibrant community atmosphere for residents.

Food and other Perishable Deliveries: Managing delivery of resident food orders through services like Uber Eats, DoorDash from the lobby to the residents door.

The Lifestyle Manager ensures that these services are efficiently managed, high-quality, and tailored to meet residents' individual needs.

Key Responsibilities:

Staff Management & Supervision:

o Lead, train, and manage the concierge team to deliver excellent service to residents.

o Develop and implement training programs for new hires and continuous professional development.

o Schedule and allocate work shifts to ensure appropriate staffing levels at all times.

o Conduct performance evaluations and provide ongoing feedback to concierge staff.

Resident Relations:

o Develop and manage resident service satisfaction with surveys, online reviews, and resident retention scorecards.

o Act as the primary point of contact for all resident inquiries, requests, and concerns.

o Provide personalized services such as arranging transportation, event coordination, dining reservations, and handling special requests.

o Resolve resident issues or concerns promptly and professionally, ensuring a high level of resident satisfaction.

Operational Oversight:

o Oversee the day-to-day operations of the concierge desk, ensuring smooth workflow and efficient service.

o Coordinate with maintenance, move in/out, and other building departments to ensure the needs of residents are met.

o Maintain accurate records of resident requests, special services provided, and building operations.

Package Management:

o Oversee the receipt, tracking, and delivery of resident packages and mail, ensuring all items are processed in a timely and secure manner.

o Effectively maintain oversight for the Luxer package lockers.

o Manage package inventory, keeping detailed records of deliveries, including tracking numbers, delivery dates, and recipient names.

o Notify residents of package arrivals and facilitate prompt pick-up or delivery to their apartments.

o Ensure secure handling of sensitive or high-value packages, coordinating with security if necessary for added protection.

o Coordinate with third-party delivery services (e.g., Amazon, FedEx, UPS) and manage any issues related to missed or delayed deliveries.

Event Planning and Community Engagement:

o Collaborate with building management, external vendors, and local businesses to design and organize resident-focused events and community-building initiatives.

o Curate creative and culturally inclusive events that reflect the diverse interests, backgrounds, and preferences of the resident community.

o Coordinate logistics for a variety of events, including seasonal parties, holiday celebrations, wellness programs, and social gatherings.

o Build partnerships with local businesses and service providers to enhance event offerings, support community engagement, and offer residents exclusive access to local experiences.

o Ensure smooth execution of events, overseeing event setup, guest services, and addressing any issues during the event.

o Manage post-event follow-up to gather feedback and ensure continued improvement in event offerings.

o Communicate effectively with residents regarding event invitations, schedules, and updates to keep the community informed and engaged.

o Foster excitement and participation by creating events that promote a sense of belonging and strengthen the community spirit.

Amenity Reservations & Daily Activity Management:

o Oversee reservations for building amenities, ensuring residents have easy access to facilities such as the fitness center, pool, rooftop, business center, and event spaces.

o Manage daily activity on the amenity floors, ensuring that spaces are well-maintained, operational, and ready for use.

o Coordinate and communicate with residents regarding availability, booking processes, and special requests for amenity spaces.

o Track usage of amenities to ensure proper maintenance schedules and prevent overbooking or conflicts.

o Provide recommendations for improvements to the amenity space and activity offerings, based on resident feedback and usage patterns.

o Enforce building guidelines or policy related to usage of amenity spaces.

Vendor Management:

o Coordinate with external vendors (e.g., housekeeping, dry cleaning, transportation, etc.) to arrange services for residents.

o Negotiate and manage contracts with vendors for ongoing building services, ensuring quality and cost-effectiveness.

o Respond to emergency situations as needed, working closely with building security and management to handle crises.

Reporting & Administration:

o Prepare regular reports on concierge activities, resident feedback, and staffing.

o Maintain inventory of supplies and manage budgets related to concierge operations.

o Assist in the development security and management to handle crises.

o Assist in the development and updating of standard operating procedures for the concierge team

o All other duties as assigned by manager.

M SHAPIRO REAL ESTATE GROUP

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Lifestyle Manager