Apartment Service Manager - Lease-Up

Job Description

Job Description

Service Manager

Luxury Build-to-Rent (BTR) Community

Position Overview

We are seeking an experienced, highly motivated, and service-oriented Service Manager to join the team at a brand-new luxury Build-to-Rent (BTR) community. This role is responsible for leading the property's maintenance and service operations while delivering an exceptional, hospitality-driven resident experience.

The ideal candidate is a hands-on leader who takes pride in creating beautiful, well-maintained communities and understands that service in a luxury residential environment goes beyond completing work orders—it is about anticipating resident needs, exceeding expectations, and creating a true five-star living experience.

As a key member of the onsite leadership team, the Service Manager will oversee daily maintenance operations, team performance, preventative maintenance, vendor relationships, property readiness, and emergency response while maintaining the highest standards of quality, safety, and professionalism.

Key Responsibilities

Luxury Resident Experience

• Deliver exceptional, personalized service to residents with a hospitality-first mindset.
• Respond promptly and professionally to resident maintenance requests and service needs.
• Maintain a high standard of communication with residents throughout the service process.
• Follow up on completed work to ensure resident satisfaction.
• Identify opportunities to proactively address resident needs and enhance the overall living experience.
• Represent the community with professionalism, courtesy, and a commitment to luxury service standards.

Maintenance Operations

• Lead and oversee all daily maintenance operations for the community.
• Ensure work orders are completed accurately, efficiently, and within established service standards.
• Conduct regular inspections of apartments, common areas, amenities, building systems, and exterior areas.
• Maintain the community's physical appearance and ensure all areas meet luxury presentation standards.
• Establish and manage preventative maintenance programs.
• Monitor building systems and coordinate required repairs and servicing.
• Ensure vacant homes are inspected and prepared to meet move-in and turnover standards.
• Maintain accurate maintenance records, logs, inventory, and documentation.

Team Leadership

• Recruit, train, coach, and develop maintenance team members.
• Establish clear expectations for performance, professionalism, communication, and resident service.
• Create and manage maintenance team schedules, including on-call coverage.
• Conduct regular team meetings, training, and performance coaching.
• Foster a positive, accountable, and team-oriented work environment.
• Lead by example and maintain a strong presence throughout the community.

New Community / Lease-Up Responsibilities

• Support the successful opening and operational launch of a brand-new BTR community.
• Assist with building commissioning, inspections, punch walks, and identification of construction deficiencies.
• Partner with construction and development teams to ensure outstanding items are properly documented and resolved.
• Establish maintenance procedures, standards, inventory systems, and preventative maintenance programs prior to and during opening.
• Develop relationships with qualified vendors and service providers.
• Help establish service expectations and operational standards that support the property's luxury brand from day one.

Vendor & Budget Management

• Manage relationships with contractors, vendors, and service providers.
• Obtain and review proposals and coordinate vendor work as needed.
• Ensure vendors meet community standards for quality, professionalism, insurance, safety, and performance.
• Monitor maintenance expenses and assist with developing and managing the property's maintenance budget.
• Maintain appropriate inventory levels of tools, equipment, parts, and supplies.
• Identify opportunities to control costs without compromising quality or resident experience.

Safety & Compliance

• Ensure compliance with company policies, OSHA requirements, building codes, and applicable local regulations.
• Conduct regular safety inspections and address hazards promptly.
• Maintain emergency preparedness procedures and participate in emergency response.
• Ensure proper documentation of incidents, inspections, preventative maintenance, and repairs.
• Maintain a safe environment for residents, employees, vendors, and visitors.

Qualifications

• 3+ years of experience in residential, multifamily, hospitality, commercial, or luxury property maintenance.
• Previous supervisory or management experience strongly preferred.
• Experience with a new construction, lease-up, or property opening is highly desirable.
• Strong knowledge of residential building systems, including HVAC, electrical, plumbing, appliances, access control, pools, and general building maintenance.
• Excellent leadership, communication, organization, and problem-solving skills.
• Strong customer service and hospitality mindset.
• Ability to prioritize multiple projects and respond effectively in a fast-paced environment.
• Working knowledge of preventative maintenance practices and vendor management.
• Proficiency with property management and maintenance software.
• Ability to work flexible hours and participate in an on-call rotation as required.
• Valid driver's license and reliable transportation, if required by the property.

Ideal Candidate

The ideal candidate is a luxury-service leader who combines strong technical knowledge with exceptional interpersonal skills. You understand that residents should feel cared for, heard, and valued at every interaction.

You are:

• Hospitality-minded and genuinely enjoy serving people.
• Detail-oriented and take ownership from start to finish.
• Comfortable leading a team and holding others accountable.
• Proactive rather than reactive.
• Calm and solutions-oriented under pressure.
• Skilled at communicating with residents, executives, vendors, and construction partners.
• Passionate about creating a community that residents are proud to call home.

Success in This Role

Success will be measured by the quality and consistency of the resident experience, property condition, maintenance response times, team performance, preventative maintenance execution, vendor performance, and successful launch of the community.

The Service Manager will play a critical role in establishing the service culture and operational standards of the community from opening day and will help create an environment that feels less like traditional property management and more like a five-star residential hospitality experience .

\nCompany Description

At Stellar, we believe exceptional results come from exceptional people supported by exceptional systems.

We are building a company where high performers can grow, take ownership, and make a meaningful impact.

Our goal is to create an environment where talented people are challenged, supported, and given the opportunity to build the careers they want.

If you are looking for an opportunity to build something, not just manage something, we would love to meet you.

Company Description

At Stellar, we believe exceptional results come from exceptional people supported by exceptional systems.\n\nWe are building a company where high performers can grow, take ownership, and make a meaningful impact.\n\nOur goal is to create an environment where talented people are challenged, supported, and given the opportunity to build the careers they want.\n\nIf you are looking for an opportunity to build something, not just manage something, we would love to meet you.