Resident Experience Manager
Job Location:
Washington, DC - USA
Yearly Salary:
Posted on:
Vacancies:
Job Summary
AtPlacemakr exceptional resident experiences are built through meaningful interactions proactive communication and a commitment to service. As the Resident Experience Manager your mission is to lead the Resident Experience team while creating a culture where every resident feels welcomed heard and supported throughout their stay.
Around here no two days look the same (which is exactly how we like it).Youllbalance resident needs coach your team through challenging situations and ensure every interaction reflectsPlacemakrshospitality standards. Whetheryourementoring Resident Experience Associates resolving escalated concerns auditing communication quality or partnering with operational leadersyoullcreate consistency across every touchpoint of the resident journey.
Reporting directly to the General Manageryoulloversee a team of Resident Experience Associates while partnering closely with Housing Operations Housekeeping Maintenance and Property Leadership to deliver exceptional arrival and departure experiencestimelycommunication and seamless service throughout the resident lifecycle. Togetheryoullensure every interaction reflectsPlacemakrshospitality standards while creating a welcoming effortless experience from reservation through move-out.
Success in this role requires exceptional leadership emotional intelligence sound judgment and a genuine passion for by example build trust with residents clients and partners and foster a culture of accountability where service excellence is the standard.
Thisis a full-timepositionthatrequires open availability for flexible scheduling including early mornings evenings as late as 12AM weekends and holidays on a rotational basis and as the needs of the business call for it.
This position requires regular travel between assignedPlacemakr-managed communities throughout the Washington metropolitan area as business needs require. Resident Experience Managers will report to an assigned home-base community in the Washington metroarea butshould expect to support other locations throughout the portfolio spending a majority of their timeactively supporting resident-facing operations coaching team members collaborating with operational partners and ensuring consistent execution ofPlacemakrshospitality standards across the resident journey.Approved business travel expenses will be reimbursed byPlacemakr.
Your typical day
Own the overall resident experience by leading the Resident Experience team driving accountability and ensuring exceptional hospitality communication and seamless service throughout the resident lifecycle.
Lead the arrival and departure experience by ensuring residents receive a warm welcome clear communication efficient move-ins and move-outs and exceptional service throughout every transition.
Lead coach and inspire a team of Resident Experience Associates fostering a culture of hospitality accountability collaboration and continuous improvement.
Monitor daily resident communications across approved messaging platforms ensuring response time compliance professionalism and consistency withPlacemakrstandards.
Conduct regular audits of resident messaging to ensure communication quality accuracy andtimelyfollow-up.
Establish andmaintaincommunication standards that ensure every resident interaction istimely professional empathetic and reflective ofPlacemakrshospitality brand.
Partner with Housing Coordinators and Resident Experience Associates to ensure arrivals departures unit assignments access credentials resident communications and operational handoffs are coordinated accurately and executed seamlessly.
Oversee the resolution of resident requests concerns and service recovery opportunities ensuringtimelyfollow-up proactive communication and positive outcomes that strengthen resident satisfaction and trust.
Partner closely with Housing Coordinators Housekeeping Maintenance and Property Leadership tocommunicateresident needs prioritize operational issues and ensuretimelyresolution.
Partner with department leaders toidentifyrecurring resident concerns communication trends and service opportunities while implementing operational improvements that enhance the overall resident experience.
Lead daily stand-ups and department meetings while providing in-the-moment coaching recognition and development opportunities for Resident Experience Associates.
Own scheduling staffing performance management hiring onboarding and attendance accountability for the Resident Experience team.
Monitor department performance resident satisfaction metrics response time compliance communication quality and operational KPIs whileidentifyingopportunities for improvement.
Ensure compliance with client requirements company policies confidentiality standards and Standard Operating Procedures.
Maintain department supply inventories and operational resourcesin accordance withbudget expectations.
Provide hands-on operational support during periods of high business demand recognizing that great leadership means supporting your team when it matters most.
Additionalduties and responsibilities as assigned. AtPlacemakr this phraseisnta catch-allitsthe way we work.
What it takes
Threeor more years of experience delivering exceptional customer service in hospitality multifamily housing residential operations property management or another service-focused environment.
Two or more years of leadership experience developing coaching and managing front-line teams.
A valid unrevoked drivers license for the ability to drive to and from Placemakr properties daily as needed. Company vehicle will be provided throughout the working day.
Demonstrated success resolving complex resident or customer concerns while maintaining professionalism empathy and sound judgment.
Excellent written and verbal communication skills with experience managing email text and messaging platforms whilemaintaininga professional and personable tone.
Experience monitoring service standards communication quality response time expectations and operational performance metrics.
Strong organizational and time management skills with the ability to prioritize multiple responsibilities in a fast-paced environment.
Ability to build trusted relationships with residents clients partners and cross-functional teams through collaboration and proactive communication.
High degree of professionalism integrity accountability and discretion when handling sensitiveresident client partner and company information.
Experience creating schedules supporting performance management interviewing and developing high-performing teams.
Comfortable learning andutilizingmultiple technology platforms and operational systems.
You embody our Property Team Mission ofCustomer Consistency and Community (Norms).
You lead by example and embody the core values ofPlacemakr. You Own It. You Make It Better. You Treat People Right.
Resident Experience Managers will be on their feet and moving around (stand sit or walk for an extended time) and taking a hands-on approach to work (move lift carry push pull and place objects weighing less than or equal to 50 pounds without assistance). Doing all these things well (and other reasonable job duties as requested) is critical for our Resident Experience Managers and an exceptional resident experience.
Our benefits & perks*
- Competitive salary
- Company stock options
- 401k 4% employer matching program
- Medical Vision & Dental Insurance plan options
- Flexible Spending Account & Health Savings Account options
- 20 days of paid time off (PTO) per year with the flexibility to use it roll it over or cash it out!
- PTO increases to 25 days per year after 2.5 years of employment
- Up to 8 floating holidays per year so you can celebrate what matters most to you!
- Monthly cell phone reimbursement and health & wellness stipend
- Management Training Program
- Paid Parental Leave
- Paid Life Insurance
- ZayZoon as an option to access your paycheck before your payday
- Plus discounts to stay at select Placemakr properties all over the US
Required Experience:
Manager
About Company
Experience comfort and convenience at our apartment-hotels. Enjoy spacious units with the amenities of home, plus prime locations and hospitality services.
