Director of Residence Experience
Director of Residence Experience
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Job Description
Position Title: Director of Resident Experience
Location: Brooklyn NY
Compensation: $150k-200k bonuses
Company Overview
We are a leading residential real estate firm specializing in the management of high-end luxury properties across New York City. Our focus is on delivering five-star living experiences through exceptional service hospitality-driven operations and thoughtfully curated amenities that enhance modern urban living.
Position Overview
We are seeking a dynamic and service-driven Director of Resident Experience to lead all resident-facing functions and cultivate a hospitality-first culture across the property. This individual will be responsible for ensuring every touchpoint from doormen and concierge to porters and amenity staff aligns with a white-glove standard of excellence.
This is a senior leadership role ideal for someone with a background in hospitality luxury residential or high-end lifestyle operations.
The Ideal Candidate
You are a proactive leader who understands how to build community train staff in elevated service delivery and ensure every resident feels prioritized welcomed and valued. You thrive in fast-paced environments and hold yourself and others to the highest standards of professionalism and warmth.
Key responsibilities
- Create and launch 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 (Must-Haves)
5 years in luxury hospitality high-end residential management or service leadership
Strong team leadership and staff training experience
Impeccable communication and interpersonal skills
Detail-oriented proactive and highly organized
Experience managing service standards SOPs and resident satisfaction programs
Ability to work evenings or weekends as needed for resident events or special situations
Why Apply
Work in an environment that values innovation hospitality and excellence
Competitive compensation package with full benefits
Play a pivotal role in shaping a best-in-class resident experience
Email resumes to
Required Experience:
Director
Employment Type
Full Time
