Primary Responsibilities
Guest Services Leadership
? Lead Guest Services operations including front desk, resident support, check in/check out processes, package handling, issue resolution, and general inquiries.
? Ensure consistent, professional, and friendly service delivery that reflects Aramark hospitality standards.
? Oversee resident communication processes, ensuring timely, accurate, and proactive information sharing.
? Act as a key escalation point for resident concerns, service recovery, and special accommodations.
? Promote technology use and adoption for improved services
Housekeeping Operations
? Oversee Housekeeping operations for residential units, common areas, and shared spaces in alignment with established service levels.
? Partner with Housekeeping leadership to ensure cleaning schedules, quality standards, and staffing plans meet community needs.
? Monitor cleanliness, sanitation, and presentation of housing and common areas to maintain a safe and welcoming environment.
? Ensure effective coordination with laundry and linen service vendors, inventory management, and on demand service needs.
Resident Experience & Community Oversight
? Serve as a visible leader within the community, building strong relationships with residents and reinforcing community standards.
? Support resident engagement initiatives, events, and programs in collaboration with Recreation, HR, and Operations teams.
? Reinforce community standards, policies, and expectations with professionalism, fairness, and consistency.
? Balance operational excellence with empathy, recognizing the unique dynamics of a workforce housing environment.
? Lead sustainability initiatives within operations in line with leadership programs and resources.
Leadership & Cross Functional Partnership
? Lead, coach, and develop Guest Services and Housekeeping management teams and frontline employees.
? Partner closely with Facilities, Safety & Security, Recreation, Food & Beverage, and HR to ensure cohesive community operations.
? Support onboarding, training, scheduling, and performance management for resident facing teams.
? Participate in community walk-throughs, operational meetings, and service reviews.
Operational Accountability
? Track service metrics, resident feedback, and trends to identify improvement opportunities.
? Support budget oversight, labor planning, and efficient use of resources across Guest Services and Housekeeping.
? Ensure compliance with Aramark standards, safety protocols, and applicable regulatory requirements.
? Assist in managing emergency or after hours issues related to housing, cleanliness, or resident needs.
What Success Looks Like
? Residents experience a clean, organized, responsive, and welcoming living environment.
? Guest Services and Housekeeping teams operate with consistency, accountability, and a hospitality mindset.
? Resident issues are resolved quickly, professionally, and with care.
? Strong collaboration exists across operational departments to support the overall Caprock community experience.
