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About the Role
A vertically integrated real estate organization is seeking a Director of Resident Experience to lead and elevate the resident experience across its luxury portfolio. This role will create, implement, and maintain hospitality standards throughout the resident journey.
Responsibilities
- Lead the resident experience strategy across a portfolio of luxury multifamily properties, ensuring a consistent and memorable resident journey from first contact through move-out
- Develop and implement hospitality-focused service standards that elevate the resident experience across all properties
- Create and maintain SOPs, onboarding programs, training materials, service manuals, and performance standards for resident-facing teams
- Train, coach, motivate, and mentor front desk staff, package room associates, porters, maintenance personnel, and other on-site team members
- Conduct property visits, service audits, and quality assessments to ensure consistent execution of hospitality and customer service standards
- Develop resident engagement initiatives, including move-in experiences, welcome gifts, communication strategies, and resident appreciation programs
- Establish performance metrics and accountability measures, leverage training software to track employee development, collaborate with leadership on service improvements, and proactively resolve resident concerns
Requirements
- 3–5+ years of experience in luxury hospitality, hotels, residential property management, guest services, concierge operations, resident experience, or a related field
- Proven experience creating, implementing, and delivering employee training programs across multiple departments and employee levels
- Strong understanding of hospitality principles, resident engagement, and service excellence standards within luxury environments
- Demonstrated ability to develop SOPs, onboarding programs, training materials, operational processes, and performance accountability frameworks
- Experience managing employee performance standards, service quality initiatives, and continuous improvement programs
- Excellent leadership, communication, coaching, presentation, and interpersonal skills, with the ability to influence teams across all levels of an organization
- Highly organized and professional with strong project management abilities
- Proficiency in training or employee development software
- Willingness to travel between Brooklyn properties
- Bilingual abilities considered a plus
Skills
- Hospitality principles
- Resident engagement
- Service excellence
- Leadership
- Communication
- Coaching
- Presentation
- Interpersonal skills
- Project management
- Training software proficiency
- Bilingual abilities
Location
- Brooklyn
Work Type
- Full-time
Experience Level
- 3-5+ years
Salary/Compensations
- $90,000 – $120,000 annually
Benefits
- PTO
- Paid holidays
- Benefits package
- Opportunity to create and lead the company-wide hospitality and resident experience platform
About the Company
- Owns and manages luxury residential communities throughout Brooklyn.
- Committed to delivering a hospitality-driven living experience that distinguishes its properties in a competitive market.
- Currently expanding operations and relocating to a new headquarters in Greenpoint.
Equal Opportunity
- Topaz HR is an Equal Opportunity Employer, and we do not discriminate on the basis of race, color, religion, gender, national origin, age, disability, or any other status protected by applicable law.
- We value and are committed to creating an inclusive environment for all employees.