Director of Resident Experience

Job DescriptionJob DescriptionPosition Overview A vertically integrated real estate organization specializing in development, construction & property management and family office operations is seeking a full-timeDirector 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.ResponsibilitiesLead the resident experience strategy across a portfolio of luxury multifamily properties, ensuring a consistent and memorable resident journey from first contact through move-outDevelop and implement hospitality-focused service standards that elevate the resident experience across all propertiesCreate and maintain SOPs, onboarding programs, training materials, service manuals, and performance standards for resident-facing teamsTrain, coach, motivate, and mentor front desk staff, package room associates, porters, maintenance personnel, and other on-site team membersConduct property visits, service audits, and quality assessments to ensure consistent execution of hospitality and customer service standardsDevelop resident engagement initiatives, including move-in experiences, welcome gifts, communication strategies, and resident appreciation programsEstablish performance metrics and accountability measures, leverage training software to track employee development, collaborate with leadership on service improvements, and proactively resolve resident concernsQualifications3–5+ years of experience in luxury hospitality, hotels, residential property management, guest services, concierge operations, resident experience, or a related fieldProven experience creating, implementing, and delivering employee training programs across multiple departments and employee levelsStrong understanding of hospitality principles, resident engagement, and service excellence standards within luxury environmentsDemonstrated ability to develop SOPs, onboarding programs, training materials, operational processes, and performance accountability frameworksExperience managing employee performance standards, service quality initiatives, and continuous improvement programsExcellent leadership, communication, coaching, presentation, and interpersonal skills, with the ability to influence teams across all levels of an organizationHighly 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 plusCompensation & Benefits$90,000 – $120,000 annually (based on experience)PTO, paid holidaysand benefits packageOpportunity to create and lead the company-wide hospitality and resident experience platformAbout 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 StatementTopaz 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 NoteTopaz 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.Powered by JazzHR4i7CHzyI20