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.
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
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
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
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
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
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.