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 community’s 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
• KPI’s 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 bachelor’s 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.