Tower In-Charge (Customer Relations Executive)

Job Description - Tower In-Charge
Department: Residential Operations
Reports To: Manager - Residential Operations

Job Summary
We are looking for a Tower In-Charge to manage the day-to-day operations of a residential tower. The person will be responsible for maintenance, housekeeping, security, safety, and resident coordination. The role involves supervising the onsite team, handling resident complaints, monitoring building facilities, and ensuring the tower is safe, clean, and well maintained.

Key Responsibilities

1. Tower Operations & Maintenance

• Conduct daily inspections of the tower, including lobby, corridors, basement, terrace, and fire exits.
• Identify and report maintenance, cleanliness, and safety issues.
• Monitor maintenance of lifts, water pumps, electrical systems, fire systems, and other building facilities.
• Ensure housekeeping, security, and technical staff are present, properly uniformed, and completing their assigned duties.
• Maintain records of cleaning materials, spare parts, tools, and other tower supplies.

2. Resident Coordination

• Act as the first point of contact for residents regarding maintenance and operational issues.
• Handle resident complaints and coordinate with the concerned teams for quick resolution.
• Resolve common issues such as noise complaints, leakage, and parking-related concerns.
• Inform residents about planned maintenance, water/power shutdowns, and other important updates.

3. Safety & Compliance

• Respond to emergencies such as water leakage, fire alarms, and other tower-related incidents.
• Ensure fire exits are clear and fire safety equipment is properly maintained.
• Ensure building safety rules and operational guidelines are followed.
• Maintain records of incidents, maintenance activities, and staff performance.

Candidate Requirements

• Experience: 35 years in facility management, residential operations, hotel management, or a similar role.
• Basic knowledge of MEP (Mechanical, Electrical & Plumbing) systems.
• Good understanding of building maintenance and infrastructure.
• Ability to use facility management software/mobile apps for reporting.
• Ability to understand site layouts and basic technical drawings.
• Good leadership and team management skills.
• Good communication and problem-solving skills.
• Ability to handle residents professionally, including during difficult situations.
• Proactive approach to identifying and resolving issues.

Key Performance Areas

• Resident satisfaction and timely complaint resolution.
• Smooth operation of water, power, lifts, and other common facilities.
• Good housekeeping and cleanliness standards.
• Compliance with safety and fire regulations.