Director of Resident Experience

Position Overview A vertically integrated real estate organization specializing in development, construction & property management and family office operations is seeking a full-time Director of Resident Experience to lead and elevate the resident experience across its luxury portfolio. This role will be responsible for creating, implementing, and maintaining hospitality standards throughout the full resident journey from initial inquiries and move-in through ongoing residency and move-outs. 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 Qualifications 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, and bilingual abilities considered a plus Compensation & Benefits $90,000 – $120,000 annually (based on experience) PTO, paid holidays and benefits package Opportunity to create and lead the company-wide hospitality and resident experience platform About the Employer This company owns and manages luxury residential communities throughout Brooklyn and is committed to delivering a hospitality-driven living experience that distinguishes its properties in a competitive market. The company is currently expanding its operations and relocating to a new headquarters in Greenpoint as part of its continued growth. EEO Statement 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. Please Note Topaz HR is conducting this search on behalf of one of our clients. The employer's name will be disclosed during the interview process, and all hiring decisions will be made directly by the client.