Job Description

JOB OVERVIEW:

Lifestyle Manager manages all aspects of the Concierge Department, attends to the needs of all permanent residents and assists with employee relations. Provides information to resident inquiries, creates, plans, oversees and executes all resident events and communicates with appropriate departments, coordinates and communicates all bookings of private event space for residents, coordinates all resident requests for special arrangements or services, courteously and efficiently, creates monthly newsletter and all collateral for resident events, regularly updates the property management system with accurate and relevant resident information, including personal preferences, birthdays, and key family contacts, partners with Residences Manager to plan all employee celebrations including monthly birthdays, anniversaries, and shooting/shining star ceremony.

The Lifestyle Manager is an ambassador for Mansions Residents in and out of the workplace. The position will proactively engage with vendors and partners to obtain special privileges and exclusive access for residents, enhancing their overall experience with unique offers and opportunities. The Lifestyle Manager will also collaborate with other departments to enhance the overall resident experience and maintain the property’s reputation for excellence.

REPORTS TO: Director of Residences

POSITION TYPE: Full-Time, Flexible Schedule

SCHEUDLE: Varies based on business needs; typically, Monday and Tuesday off, but must be available for all Mansions events as well as to oversee Resident reservations of private event spaces. Must be available to act as Manager on Duty when Residences Manager is off.

WORK ENVIRONMENT:

Concierge Desk, lobby, common elements, office areas and private residential units.

Job involves working:

• Under variable temperature conditions (or extreme heat or cold).
• Under variable noise levels.
• Outdoors/indoors.
• Around fumes and/or odor hazards.
• Around dust and/or mite hazards.
• Around chemicals.

KEY RELATIONSHIPS:

Internal: Front Desk/Security, Mansions Grill, Engineering, Butlers, Valet Parking, Pool & Beach, and Management Office.

External: Residents, Resident guest/visitors, designated Service Company staff, Acqualina Staff, Estates Staff, Residents’ Personnel and vendors.

QUALIFICATIONS

Essential:

• High school graduate or equivalent vocational training certificate.
• Fluency in English both verbal and non‐verbal.
• Provide thorough communication, consistent and accurate follow-up for all tasks.
• Compute basic arithmetic.
• One years’ experience in a similar position in a 5-star property or equivalent luxury residence.
• Ability to input and access information in the property management system/computers.
• Ability to:
  • Perform job functions with attention to detail, speed and accuracy.
  • Exercise time management skills by organizing tasks in a manner to work efficiently and effectively to complete all daily functions prior to the end of the shift.
  • Be a clear thinker, remaining calm and resolving problems using good judgment.
  • Follow directions thoroughly, accurately and consistently.
  • Anticipate and execute Resident Owners service needs.
  • Work with a positive attitude and cohesively with co‐workers as part of a team.
  • Maintain confidentiality of Resident information and pertinent property data.
• Provide genuine, caring and impeccable customer service while maintaining a polished and professional demeanor.

· Display integrity and maintain an industrious work ethic to perform shift with minimal supervision.

Desirable:

1. College degree or formal training in the Hospitality Industry.

2. Previous experience as a Concierge in a luxury market.

3. Previous supervisory experience in a luxury hotel/resort

4. Fluency in a second or third language, preferably Spanish/Russian/ Portuguese.

5. Knowledge of local attractions, services and suppliers/vendors.

PHYSICAL ABILITIES

Essential:

• Frequent standing and walking throughout shift.
• Endure various physical movements throughout the work areas.
• Reach overhead and extension up to 30 inches complete tasks at different levels.
• Remain in stationary position for up to 8 hours throughout work shift.
• Satisfactorily communicate and follow up with Owners, management and co‐workers to their understanding.

• Lift, transfer and store heavy objects up to 60 pounds
• Occasional kneeling, pushing, pulling and lifting
• Occasional ascending or descending ladders, stairs and ramps

ESSENTIAL JOB FUNCTIONS

• Maintain complete knowledge of and comply with all departmental policies, service procedures, and standards.
• Maintain accurate and up-to-date resident profiles in BuildingLink, including owner information, unit numbers, preferences, history, and celebratory occasions. Ensure all relevant interactions and updates are consistently documented in resident logs.
• Maintain complete knowledge of correct maintenance and use of all equipment; use equipment only as intended.
• Maintain complete knowledge of, comply with, and enforce all resident rules and regulations.
• Anticipate and fulfill residents’ needs, concluding tasks promptly and acknowledging all residents professionally.
• Maintain positive resident relations at all times. Address and resolve resident complaints effectively, ensuring satisfaction.
• Create and collaborate on acknowledgements for resident celebratory occasions such as birthdays and anniversaries.
• Create and promote resident events.
• Identify and report any system deficiencies or issues in BuildingLink for resolution.
• Monitor and maintain the cleanliness, sanitation, and organization of assigned work areas and amenity spaces.
• Maintain complete knowledge of:
  • All residence features and services, including hours of operation.
  • Mansions Grill offerings, hours, menu pricing, and dress code.
  • Operation of all building amenities (e.g., Theater, Golf Simulator, Kids' Room TV, Game Room, F1 Simulator, Peloton bike, Fitness Center, Spa).
  • Local events, attractions, and holiday schedules.
  • Preferred vendors and their specialties.
  • Elevator systems.
  • Current occupancy and resident presence.
  • Access permissions for each unit and preferred contacts.
• Meet with Reception to review outstanding requests and coordinate necessary follow-up.
• Create and promote resident activities that appeal to a diverse demographic, including junior residents.
• Manage budgets related to concierge services and control expenses in accordance with departmental goals.
• Compile and distribute a monthly newsletter featuring Mansion events, local happenings, Acqualina updates, and restaurant recommendations. Submit content to Director of Residences for approval prior to distribution.
• Maintain and enforce occupancy guidelines and capacity for all resident amenity and exclusive-use event spaces, including:  a. Pop-up and last-minute events.
• Champion all Mansion resident events from planning through execution, including:
  • Submission of Exclusive Use Event Forms
  • Securing Board of Directors (BOD) approval.
  • Managing deposits, COIs, licenses, and permit requirements.
  • Compiling guest lists and determining staffing needs.
  • Communicating event details to the Director of Residences, including:   • Type, date, and time of event.   • Vendor load-in/load-out schedule.   • Any scheduling needs that affect Mansion operations
  • Conducting pre-event walkthroughs with host/planner to inspect FF&E.
  • Serving as on-site contact throughout the event.
  • Completing post-event walkthroughs and managing deposit reimbursements.
• Oversee all resident private event space bookings and coordinate with relevant departments to ensure seamless execution.
• Create event collateral and support materials as needed for promotions and communication.
• Attend South Florida Concierge Association events and share insights and vendor highlights with the management team.
• Develop relationships with local vendors and broker exclusive offers for Mansion residents.
• Access and utilize all designated computer systems according to department specifications.
• Set up and maintain workstation with necessary supplies; ensure cleanliness is maintained throughout the shift.
• Complete and submit requisitions for additional supplies or materials as needed.
• Maintain current and comprehensive resource materials for preferred vendors and services to accommodate resident requests.
• Create recommendation guides to assist residents with local services, dining, and activities.
• Answer department telephones within three rings using proper salutations and etiquette.
• Expediently accommodate all resident requests, coordinating with vendors and internal departments, and follow up to confirm completion.
• Coordinate resident service requests across a wide range of offerings, including:
  • Catering, private events, and permits.
  •  Transportation (car rentals, limo, train, flights).
  • Pet services (walking, grooming, veterinary).
  • Childcare, babysitting, and tutoring services.
  • Travel, accommodations, sightseeing tours.
  • Dining reservations, salon appointments, wellness services.
  • Dry cleaning, laundry, alterations, and rentals
  • Flowers, business services, banking, and notary.
  • Medical, security, interpretation, religious services.
  • Entertainment bookings and ticketing.
• Place and coordinate amenity orders and ensure timely delivery to residents.
• Complete confirmations and provide residents with documentation upon arrangement completion.
• Provide accurate local directions and distribute printed or digital maps with highlighted routes.
• Monitor, send, and deliver resident faxes as needed.
• Take and relay messages accurately, completely, and legibly.
• Actively support Acqualina’ s sustainability mission by participating in eco-conscious initiatives and promoting green practices across the team.
• Collaborate with the Residences Manager to plan and coordinate employee celebrations, including monthly birthdays, anniversaries, and the Shooting/Shining Star ceremony.

• Special event permits.
• Tented event permits.

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