Residence Director (West Side YMCA)

Full-time, salaried position at $66,300 per year.

The YMCA of Greater New York is here for all New Yorkers — to empower youth, improve health, and strengthen community. Founded in 1852, today the Y serves a diverse population of more than half a million New Yorkers who learn, grow, and thrive through programs and services at our 24 branches. Community is the cornerstone of the Y. Together, we connect active, engaged New Yorkers to build stronger communities.

To help fulfill our mission, we cultivate a culture of learning, leading, and collaboration to enhance community impact. Through our talented staff and “LEAP” career framework (Leadership, Empowerment, Accountability, Personal Growth), we are committed to a people-first approach that fosters trust, inclusion, growth, and development for all.

About the role

The West Side YMCA is seeking a Residence Director who will provide leadership and direction to the successful operation of the Branch Inclusionary Housing by leading and demonstrating outstanding hospitality and fulfilling related job responsibilities. These responsibilities include supervising and administering all aspects of West Side Y’s Inclusionary Housing to achieve service, satisfaction, compliance, and retention.

The Residence Director will ensure excellent customer service to our guests and tenants at all times and provide leadership and management of Inclusionary Housing tenants by ensuring compliance with lease terms, applicable laws, and regulations. They will work closely with the Guest Rooms and Residence Director, the Reservations Director, and NYC agencies to maintain a safe, quality experience for all tenants and guests. The Residence Director carries out the mission and vision of the Y and adheres to the Y values when dealing with staff and customers.

Responsibilities

• Supervises and manages all daily business operations of Inclusionary Housing.
• Develops, tracks, and controls the Inclusionary Housing budget in accordance with branch and association guidelines.
• Ensures that all tenants and guests receive premier service by ensuring adherence to Inclusionary Housing and Guest Room policies, procedures, best practices, and industry standards, and by modeling outstanding service and great hospitality.
• Follows all Department, Business Office, and AO procedures for collecting payments, handling cash, processing financial transactions, and maintaining business records.
• Maintains sufficient knowledge of Guest Rooms policies and procedures to provide leadership support to Guest Rooms and Front Desk staff as needed, and to ensure smooth continuity of operations when other Department leadership is absent. This includes being able to perform basic Guest Rooms Front Desk tasks when necessary.
• Upholds all Association policies and demonstrates the YMCA’s core values of Respect, Responsibility, Caring, and Honesty.
• Supports a positive image of the YMCA in the community and practices good public relations.
• Audits daily paperwork and reports to ensure the accuracy of all accounts.
• Conducts weekly review of accounts receivables.
• Reviews Inclusionary Housing files as needed.
• Manages inventory of all Inclusionary Housing furniture, items, and supplies.
• Attends training sessions related to guest rooms and residence and uses this information to help train Hospitality Agents to improve the delivery of quality service.
• Attends and participates in meetings and trainings relatable to job function.
• Works with the Properties department and housekeeping company to ensure that Inclusionary Housing rooms are kept maintained and in good repair.
• Implements systems and procedures to maximize productivity and operational needs for tenants and residents.
• Establishes and builds strong working relationships with the YMCA of Greater NY legal counsel to ensure the management of Inclusionary Housing is conducted in compliance with all federal, state, and local laws.
• Oversees resident intake process and all necessary procedures including property management, room checks, safety compliance, and crisis management.
• Establishes and builds relationships with local agencies and organizations that can provide social services to Tenants as needed.
• Performs other duties and activities as needed to support the successful operation of the Guest Rooms, Reservations, and Residence departments, and the Branch.

Requirements

• Bachelor's degree in Property Management, Hotel Management, or Business Management, or three (3) - five (5) years of equivalent experience.
• Five (5) or more years of experience in Residence/Landlord/Property Management operations, including at least one (1) year with budget and staff supervision responsibilities.
• Experience working directly with residents/tenants to address issues.
• Familiarity with NYC housing and rent laws/regulations.
• Knowledge of customer service best practices.
• Knowledge of Microsoft Office, AS400, ADP, and Oracle Connect.
• Some knowledge of, or experience with, adult social work is desirable.
• Experience administering residential programs for lower-income tenants, including knowledge of NYC Affordable Housing programs and associated regulations is desirable.
• Experience executing leases, issuing rent demands, ensuring adequate property maintenance, and other related landlord tasks.
• Familiarity with NYC social services for older adults is desirable.
• Must be available to work Saturdays and Sundays to ensure that the branch has superior customer service during busy weekend days.
• Must be available to work flexible hours, including evenings and weekends.

Benefits

The YMCA of Greater New York offers a variety of benefits to its staff members, including:

• Retirement benefits
• Medical benefits
• Paid time off
• Free YMCA membership

Benefit eligibility is determined by an individual’s employment status (i.e., full-time or part-time), tenure, and/or the number of hours scheduled to work.