Manager, Resident Relations & Hospitality

About the role

As a Manager on the Resident Relations team, you’ll be responsible for supporting the Resident Relations team, communications with residents, handling escalated cases, and quality of life concerns. You’ll also lead the team in responding promptly and hospitably to resident requests, and coordinate work orders and schedule follow-up appointments to ensure resident issues are resolved in a timely manner.

Responsibilities

• Provide strong leadership to a team of 8 direct reports by setting clear goals, expectations, and priorities.
• Motivate team members to achieve their full potential and foster a positive and collaborative work environment.
• Handle escalated resident concerns by empathetically and objectively reviewing situations to ensure we deliver on our commitment to leave residents happier than we found them.
• Provide creative solutions to complex situations.
• Identify opportunities and training needs and implement effective solutions to enhance team efficiency, skills and knowledge.
• Coach and mentor team members to help them grow and develop in their roles.
• Coordinate work orders and schedule follow-up appointments to ensure resident issues are resolved in a timely manner.
• Be a direct point of contact between the residents and our exterminating vendor to facilitate the management of pest complaints from beginning to end.
• Create professional and clear communications to be sent to residents regarding ongoing construction projects, events, and other concerns.
• Work with various facilities, construction, and maintenance teams on property to resolve resident issues and keep the community informed of property and building wide projects.
• Empathetically and objectively review situations to ensure we deliver on our commitment to leave residents happier than we found them.
• Provide thoughtful and creative solutions for escalated resident issues.

Requirements

• 2-5 years of property management or hospitality experience, specifically managing a small team.
• The ability to connect with others to keep the team aligned and focused.
• Strong communication and organizational skills.
• An analytical ability to collect and use information to solve complex problems.
• The discipline and willingness to do what needs to be done.
• A love for doing what others won’t and solving difficult problems.
• A desire to grow and take on ever increasing responsibility.

Qualifications

• A passion for helping others win by providing the resources and development necessary to grow.
• An open-minded communicator who establishes clear, direct expectations for team members and provides an avenue for feedback that allows people to improve every day.
• An empathetic operator who has an unwavering commitment to excellence and will persistently pursue the team’s objectives.
• An authentic person who brings their best self to work and lets’s do something amazing.
• A flexible operator who is aware and expects that things change and that’s what makes our business stronger.

Skills

• Leadership and motivational skills.
• Communication and organizational skills.
• Analytical and problem-solving skills.
• Flexibility and adaptability.
• Empathy and objectivity.
• Teamwork and collaboration.

Benefits

• Health insurance coverage eligibility on your first day of work.
• Company paid holidays.
• Retirement savings plan.
• Paid parental leave.
• Educational assistance.
• Mental health resources.

Pay

Base Salary: $87,000 - $97,000 Exact compensation may vary based on skills, experience & location.

Schedule

Not specified.