Residence Experience Executive- European national

Resident journey • Welcome new tenants from contract signature with a message or call by SMS, WhatsApp or email, and keep in touch until handover. • Help prepare each apartment before handover: welcome basket, personal card with the Manager's business card attached, and the branded doormat. • Support the apartment handover, the onboarding briefing and the move-in together with the Handover, Tenancy and Residence Services teams. • Make courtesy calls and visits at day 7, 30 and 90, and deliver birthday and seasonal gestures (Ramadan, Eid, National Day). • Keep resident profiles up to date with preferences, language and birthday. Community and events • Support meet-and-greet events, wellness activities and community moments together with the Wellness Team. • Be present and approachable in the lobby, in the rush hours and at weekends, with a tablet in hand. Complaints and service recovery • Be a friendly first contact for resident concerns: listen, acknowledge, apologies sincerely where appropriate and take the matter on. • Resolve simple issues straight away, and hand anything beyond the agreed limit to the Residence Experience Manager with full context. • Hand matters over warmly to the owning team and follow up to confirm that the resident is content. • Record every complaint and its outcome in the system. Resident data and the App • Use the Designed App and the tablet to answer messages, manage profiles, events and surveys. • Keep resident data accurate and use it only with the residents' consent. Teamwork across departments • Help out in other departments where needed, for example at peak times, handovers and events. • Step in for the fellow Executive and for colleagues during leave, sickness or other absence, in a collegial spirit. Experience • Relevant experience in guest relations, front office, concierge, community management or customer service, ideally in residential or luxury hospitality. • Experience in a residential tower, serviced residence or five-star hotel in the UAE is an advantage. • Experience in handling guest or resident requests and complaints with calm and tact. Education • Diploma or degree in hospitality, business or a related field is preferred. Skills and personal profile • Fluent English, written and spoken. Further foreign languages are an advantage. • Warm, calm and polished, principles: unrushed, intentional, considered and durable. • Friendly, patient and fair when residents are upset: a good listener who takes ownership. • Proactive and reliable, follows up without being asked and keeps accurate records. • Discreet with resident information. • A collegial team player who supports other departments and colleagues when needed. • Fully flexible with working hours and place of work.