Director of Resident Experience

Halcyon Management Group LLC. is seeking a visionary and service-driven Director of Resident Experience to lead the creation and implementation of our first-ever Residential Hospitality Program. This senior leadership role will oversee training of all resident-facing functions — from doormen and concierge to porters and amenity staff — and will be responsible for cultivating a hospitality-first culture that delivers a white-glove standard of excellence at every touchpoint. Ideal candidates will bring a background in hospitality, luxury residential, or high-end lifestyle operations, with a passion for building exceptional service experiences from the ground up.

Key Responsibilities:

· Create and launch Halcyon Management’s Residential Hospitality Program, inspired by best practices from world-class hotel brands.

· Champion a five-star hospitality culture across all resident-facing operations and staff.

· Supervise, train, and guide building staff (concierge, front desk, doormen, porters, amenity personnel) to deliver elevated, consistent service.

· Support building staff in delivering exceptional resident experiences by providing training, guidance, and tools.

· Develop and enforce service protocols and resident engagement standards tailored to each property.

· Collaborate with property management teams to align program goals with operational needs, board expectations, and resident feedback.

· Design and deliver training content for both building and management staff, including in-person and virtual formats.

· Establish quality assurance protocols, including secret-shopper assessments and regular site visits.

· Create and manage resident welcome programs.

· Assist in lifestyle programming and community partnerships to enhance the resident experience.

· Develop and manage a staff recognition program to celebrate excellence in hospitality.

· Lead virtual onboarding sessions and ensure compliance with mandatory training requirements.

· Support issue resolution and track performance goals across properties.

· Document and maintain SOPs for the Residential Hospitality Program.

· Serve as a brand ambassador, representing Halcyon Management with professionalism and warmth.

Qualifications & Experience:

· Bachelor’s degree in Hospitality Management, Business Administration, Property Management, or a related field is required.

· Advanced degree or certifications in hospitality, training & development, or real estate management are a plus.

· Minimum 3–5 years of experience in hospitality, luxury residential services, or property management.

· Proven track record in developing and implementing training programs or service standards.

· Experience working with high-end residential clientele or luxury service environments (e.g., hotels, private clubs, or upscale residential buildings).

· Familiarity with property operations, staff supervision, and customer service best practices.

· Strong leadership and team development skills.

· Excellent communication and interpersonal abilities.

· Ability to design and deliver engaging training content.

· High attention to detail and a passion for service excellence.

· Proficiency in Microsoft Office Suite; experience with property management or training software is a plus.

· Ability to travel between properties as needed.

· Flexibility to work occasional evenings or weekends for training or special events.

· Strong organizational and project management skills.

Yearly Salary Range 90K -120K