Resident Engagement Manager

Position Summary:

The Resident Engagement Manager is responsible for supporting and coordinating various aspects of residential life within the community. This position works closely with residents to ensure a welcoming atmosphere, engaging events, and exceptional customer service. This role requires a detail-oriented individual with excellent communication and organizational skills.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

One must be able to perform the essential functions of the job; which include, but are not limited to the following (Other duties may be assigned to meet business needs):
1. Resident and Guest Engagement: Serve as the primary point of contact, warmly welcoming residents and guests to the property. Assist with questions, concerns, and requests to ensure a positive first impression.
2. Organize Resident Requests: Act as a liaison between residents and property management team to coordinate service requests, maintenance needs, and any other resident inquiries.
3. Event Planning and Coordination: Plan, organize, and execute resident events that foster community engagement and enhance resident satisfaction. Coordinate with local vendors and partners to provide unique experiences for residents.
4. Data Management: Log and maintain accurate records of resident interactions, event participation, resident profiles, and other relevant information to ensure all team members have a clear understanding of resident needs and preferences. Utilize property management software to manage and track data.
5. Concierge Management: Oversee the concierge team, including scheduling, coordinating daily activities, and ensuring consistent, high-quality service delivery. Train and mentor concierge staff to uphold the property’s service standards, addressing any resident or guest concerns promptly and professionally.
6. Community Outreach and Communication: Create and distribute event calendars, announcements, and other communications materials via email, application, and community boards.
7. Maintain Common Areas: Ensure the appearance and upkeep of communal areas to create a welcoming environment, coordinating with the property team to address any areas needing attention.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience
• Possesses at least a 4 year college-degree
• 5 years of relevant experience is required
Language Skills
• All candidates must possess proficiency in reading and writing in the English language.
• Ability to write reports business correspondence
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Special Skills
• Must possess strengths in verbal, technical and written communications; ability to adapt communications/presentations and deliver clear and concise reports and analysis to senior management.
• Requires the ability to maintain data integrity and accuracy and use data to identify and solve problems.
• Requires the ability to articulate ideas to both technical and non-technical audiences, particularly in the use of residential applications and smart home technology.
• Requires ability to plan, organize, and prioritize multiple tasks within a defined time period.
• Requires ability to model and describe leadership (integrity, drive, courage, and initiative) in personal and professional experiences.
• Requires strong conceptual and analytical skills.
• Requires excellent interpersonal skills.
• Ability to function autonomously as well as part of a team.
• Ability to meet deadlines and work in an evolving environment.
• Maintain confidentiality of all company and resident information.
• Maintain a clean and organized workspace.
• Experience in the Real Estate/Property Management industry a plus.
• Ability to travel when required.
• Ability to work a flexible schedule, including evenings and weekends for resident events.
Customer Service
• Previous experience in customer service, hospitality, property management, or a related field.
• Experience managing or overseeing concierge or guest service staff is required.
• Strong organizational and multitasking skills, with an ability to manage multiple priorities in a fast-paced environment.
• Excellent interpersonal skills and a passion for creating a welcoming and enjoyable resident experience.
• Creativity and initiative in developing an engaged community with memorable events and experiences.
• Proficiency with property management or customer relationship management software is a plus.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee is regularly required to handle, or feel objects, tools, or controls; and reach with hands and arms and to talk or hear.
• The employee frequently is required to stand, walk, and sit.
• The employee is occasionally required to climb or balance; stoop, kneel, crouch, or crawl and smell.
• The employee must frequently lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, and depth perception.