Resident Services Manager

Summary of Responsibilities:

The resident services manager is responsible for creating and delivering exceptional resident
experience by overseeing resident services hospitality communication and service
coordination within the community. This role combines concierge-level hospitality with
operational support for the property management team to ensure residents receive prompt
service clear communication and a welcoming environment throughout their entire living
experience. Serving as the primary liaison between residents leasing and maintenance teams
the resident services manager ensures that service requests communications and resident
needs are handled with professionalism and urgency. This position blends responsibilities
traditionally associated with assistant property manager and concierge roles with a strong
emphasis on resident experience retention and service excellence.

Primary Responsibilities and Objectives:
Serve as the primary resident services contact for residents guests vendors and
prospective residents
Deliver a hospitality-driven experience in every interaction
Greet residents and guests while assisting with questions requests and community services
Ensure prompt professional and personalized service
Address and resolve resident concerns with professionalism and urgency
Build strong resident relationships to support renewal conversion and long-term retention
Monitor upcoming lease expirations and collaborate with leasing teams to encourage
renewals
Assist with renewal outreach efforts including resident check-ins and satisfaction followups
Proactively identify and resolve service issues that may impact renewal decisions
Support initiatives that increase renewal conversion rates and resident satisfaction scores
Coordinate with maintenance to ensure the timely completion of resident work orders
Track service requests and provide residents with updates regarding service status
Conduct resident follow-up within 24 hours after work order completion to confirm
satisfaction
Escalate unresolved service concerns to the Property Manager as needed
Ensure service standards align with the communitys hospitality expectations
Plan and coordinate resident events and lifestyle programming
Organize activities aligned with the community demographic and brand
Coordinate vendor partnerships for activation and community experiences

Promote engagement through:

o Resident appreciation events
o Social programming
o Amenity activations
o Community partnerships
o Develop and distribute community communications including:
o Resident newsletters
o Event announcements
o Amenity updates
o Community notices
Maintain clear and consistent communication channels to keep residents informed
Oversee front desk and resident service operations
Manage package handling and deliveries
Coordinate move-ins move-outs and elevator scheduling (where applicable)
Maintain organized and welcoming resident service areas
Ensure hospitality amenities are properly stocked and maintained
Assist the Property Manager with daily operational needs
Partner with leasing to support the guest experience
Conduct community inspections to ensure cleanliness safety and service standards
Identify and communicate maintenance or safety concerns
KPIs used to measure performance are:
o Resident Satisfaction
Positive resident feedback
Online reputation and review performance
o Renewal Conversion
Support of property renewal goals
Resident engagement before lease expiration
o Work Order Follow-Up
Resident contact within 24 hours of completion
Effective tracking and resolution of concerns
o Community Engagement
Resident participation in events and programming
Consistent communication and interaction
Perform other duties as assigned

Education and Experience:
High school diploma required
Associate or bachelors degree preferred
2 years of experience in property management hospitality concierge or customer service

Skills and Requirements:
Exceptional hospitality and customer service skills
Strong interpersonal and communication abilities
Conflict resolution and problem-solving skills
Strong organizational and time management skills
Ability to prioritize in a fast-paced environment
Proficiency in Microsoft Office programs Outlook Word and Excel
Property management software experience preferred Yardi Entrata etc.
Required to complete and successfully pass the Avenue5 Fair Housing and Preventing
Discrimination and Harassment training and other courses if assigned

Scheduling:
Required to maintain a regular schedule which may also require working outside of the
regular schedule weekends and non-traditional holidays

Environment:
Exposure to an environment typically found in an office building

Physical Requirements:
Avenue5 will make reasonable accommodations to enable individuals with disabilities to
perform essential functions. These functions include but are not limited to:
Ability to lift push and pull up to 25 pounds
Must be able to observe and detect signs of emergency through visual and/or auditory cues
Must be able to remain stationary move around reach and position oneself as needed for
extended periods
Ability to communicate and express or exchange ideas with others as well as those
activities in which they must convey detailed or important instructions to other workers
accurately loudly or quickly
Ability to perceive the nature of sounds at normal speaking levels including the ability to
receive detailed information through oral communication and to make discriminations in
sound
Visual requirements including color depth perception and field vision
Ability to compare copy coordinate synthesize negotiate communicate and instruct
Ability to tolerate stressful situations
Ability to work under minimal to moderate supervision
This job description is not an all-inclusive list of functions and tasks. Over the length of
employment these functions and tasks may change

Diversity:
Diversity creates a healthier atmosphere: Avenue5 is an Equal Employment
Opportunity/Affirmative Action employer and all qualified applicants will receive consideration
for employment without regard to race color religion sex age national origin protected
veteran status disability status sexual orientation gender identity or expression marital
status genetic information or any other characteristic protected by law.