Radkin - Manager, Customer Experience

Job Description

Job Description

Description:

Radkin is elevating the luxury residential experience across Florida and future markets nationwide. The Manager of Customer Experience is responsible for overseeing the guest services experience, front-of-house hospitality standards, and service performance across multiple Radkin-managed residential properties. This role ensures that every resident, guest, board member, and property stakeholder experiences consistent elevated service aligned with Radkin brand standards.

This leader coaches, trains, and develops concierge teams, ensures SOP compliance, manages high-level service escalations, partners with Property Managers and HOAs, and drives proactive hospitality culture execution across their assigned portfolio. The Manager of Customer Experience maintains the delicate balance between luxury hospitality standards and the operational discipline required in residential condominium environments.

• HOA / Condo building environment experience
  
• Experience building SOPs, service standards, or quality assurance hospitality programs
  
• Multi-property or multi-location experience
  
• Incident / Resident Relations escalation management
  
• Experience with talent development and frontline hospitality training
  

• 3+ years of leadership experience within luxury hospitality, residential concierge, hotel front desk management, or comparable service-based leadership role
• Proven experience leading teams, training service standards, and coaching employees to consistent results
• Strong communication, professional presence, and diplomacy with Residents, Property Management, Boards, and vendors
• Ability to travel to multiple assigned properties as needed
• Must be legally authorized to work in the United States
• Strong problem-solving skills; calm and strategic under pressure
• Experience with BuildingLink, TekControl, Condo Control, or similar systems preferred