Operational Support Specialist (Corporate Support)

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.