Director of Resident Experience

Position OverviewA vertically integrated real estate organization specializing in development, construction & property management and family office operations is seeking a full-time Director 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.

Interested in this role You can find all the relevant information in the description below.
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 concerns
Qualifications3–5+ 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 plus
Compensation & Benefits$90,000 – $120,000 annually (based on experience)PTO, paid holidays and benefits packageOpportunity to create and lead the company-wide hospitality and resident experience platform
About The EmployerThis organization 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. xzbcwsv The company is currently expanding its operations and relocating to a new headquarters in Greenpoint as part of its continued growth.