Leasing Manager - Lease Up - Sunrise - Kissimmee, FL

Whether you’re just starting out or looking for a fresh chapter, we believe your career should feel meaningful. You should feel valued, trusted, and know your work makes a real difference.

As a subsidiary of H&R REIT, Lantower Residential develops and manages apartment communities across the Sunbelt markets in the U.S. We’re in the apartment business, sure – but really, we’re in the people business. Our job is to make people feel at home—whether they live in one of our communities or work on our team. That means showing up, caring, and creating experiences that feel real, thoughtful, and human.

When you join us, you become part of something bigger: building great places to live and strong communities around them. We take that seriously – and we take care of our people in return, with competitive benefits, opportunities for training, and time off when you need it.

If you take pride in your work and enjoy making people’s day a little better, we’d love to meet you.

Job Summary

The Resident Experience Manager (REM) leads selling and compliance efforts at the community to drive occupancy, retention, and overall community performance. This role greatly impacts the customer and resident experience and the revenue and occupancy of our communities. The REM engages customers by understanding their needs, confidently presenting the features and benefits of the community, creating a sense of belongingness, and effectively closing the sale. The REM partners with all Central Business Teams (CBT), e.g., Central Leasing, Applications, Renewal and Financial teams, using key community management systems and other Company technologies to deliver a seamless, engaging customer and resident experience and manages communications, service requests, and relationships. This role ensures customer satisfaction across key customer and resident touchpoints by tracking reviews and key performance indicators (KPI) to evaluate individual and property performance and the success of selling and follow up efforts.

Key Job Responsibilities

• Stands and greets customers warmly, facilitates personalized tours using the Tour Your Way program, identifies housing needs, highlights community benefits, encourages leasing decisions, and follows up with each customer.
• Walks the assigned zone, tour path, and apartment show homes on a daily basis to ensure market readiness that meets Company standards. Addresses any deficiencies with the Community Manager and the maintenance team until resolved.
• Reviews the customer relationship management (CRM) systems multiple times during the day and ensures required selling behaviors are in place. Provides feedback and makes recommendations to the Community Manager (CM) and the Resident Experience Specialist (RES) on selling preparation, calendar updating, pre and post tour follow up, touring, dealing with resistance and closing the sale. Manages and tracks all community movement such as customer traffic, follow up, applications, move-ins, move-outs, service requests, and customer communications.
• Manages and converts customers into residents to achieve leasing goals using kindness and a hospitality mindset to make each interaction meaningful. Follows up with all customers that did not lease. Collaborates with the Central Leasing Team (CLT) to ensure all leads are responded to utilizing the CRM system.
• Partners with the CLT to provide an exceptional customer sales experience, communicates community lifestyle benefits and amenities and ensures occupancy and customer satisfaction goals are achieved.
• Manages the community’s online presence by posting engaging and accurate content on social media, monitoring and responding to customer reviews, and ensuring the community’s reputation is positively represented across digital platforms.
• Develops, promotes, and executes resident events that foster connection, strengthen community engagement, and reflect our commitment to exceptional hospitality.
• Stays abreast of community and product enhancements, identified community competitor set, market trends, surrounding neighborhood and other related elements to effectively sell the community’s value to customers.
• Assists residents with maintenance requests and coordinates with the maintenance team to address issues promptly. Contacts the resident to ensure service requests were completed to their satisfaction.
• Works with the CM and the RES to address and resolves issues and complaints by ensuring responsive, empathic action is taken. Follows up until the customer and resident confirm resolution as assigned.
• Schedules and coordinates the move-in orientation for each new resident before the scheduled move-in date while partnering with the maintenance team and the Central Applications Team. Facilitates the move-in orientation with the new resident. Coordinates responses to new resident issue(s) at move-in and tracks and follows up to resolve the issue(s) to ensure move-in satisfaction. Adheres to the resident touchpoint schedule.
• Conducts assigned apartment home and community inspections and submits the appropriate documentation to the Centralized Financial Team.
• Partners with the Central Finance Team (CFT) to resolve delinquent and prepaid research and collection issues, notice delivery, unit walks, and eviction process.
• Performs other duties as assigned.

Organizational Responsibilities

• Follow and comply with the Company’s established operating systems, financial, human resources, marketing, safety and security policies and procedures, and standard operating procedures (SOPs), and meet the Company’s and department’s standards and other requirements related to job performance.
• Personally practice proper safety techniques, follow the Company’s risk and safety policies and procedures, and immediately report any associate or visitor injury, accident, or other safety-related issues to the appropriate individual(s).
• Maintain working knowledge of laws, rules, and regulations concerning apartment leasing and management, i.e., Fair Housing and compliance with collections, evictions, towing, and pool enclosures.
• Continually identify and act on opportunities for improving the level and quality of selling and customer service provided by the onsite team and by personal performance. Participate in and support efforts that will enhance the community’s efficiency, effectiveness, productivity, and overall contributions to the Company.
• Maintain a current knowledge of the Company’s property management systems, software, and other technologies used for executing day-to-day business operations. Stay informed about changes, updates, and other developments with the systems and software.
• Demonstrate behaviors and conduct that reflect the values and philosophies of the Company, communicate standards and expectations for associate behaviors and conduct, and practice actions and methods that foster a work environment that promotes teamwork and respect.

Working Conditions

• Incumbents will work in a Lantower Residential Community office and will also be expected to perform duties throughout the community. Incumbents must be willing to work a flexible schedule to accommodate specific needs – weekend work is required. Incumbents must be willing to be assigned to other Lantower managed communities as needed.
• Incumbents must be able to physically access all exterior and interior parts of the community and amenities. Periodic exposure to outside elements where temperature, weather, odors, and/or landscape may be unpleasant and/or hazardous.
• This position requires occasional travel between properties within the assigned region and other markets/states, including occasional overnight stays. Work is typically performed in a combination of office settings and onsite property locations (indoor and outdoor environments).
• Some business travel, including overnight stays, may be required for this position to meet with onsite team members and other business leaders, and attend Company sponsored events.
• Availability outside of normal business hours, including evenings and weekends is required.
• Incumbents will be exposed to outside elements including weather conditions and varying temperatures.
• Incumbents must have reliable transportation, maintain a valid driver’s license, carry current automobile insurance and be able to drive to and from communities as required by the business.

Physical Demands

• Incumbents must be able to view computer screens, paper documents, reports, and other written materials for an extended period of time where visual strain may result.
• Incumbents must be able to lift and/or carry objects and equipment of up to 20 pounds in connection with property operations or job performance.
• Incumbents must be able to tour the community with customers which includes walking, sitting, and climbing stairs.

Knowledge, Skills, and Abilities Required

• High school diploma or GED equivalent experience. A minimum of two (2) years of experience in multi-family, retail, leasing, hotel, restaurant, or other related hospitality experience is preferred.
• Ability to take initiatives to make forward progress without being directed or asked.
• Ability to engage customers by understanding the customer’s vision for their home, make personalized sales presentations that highlight community features and benefits, creating value-driven experiences with personal follow-up that result in signed leases.
• Ability to meet and interact effectively with customers, residents, associates, and the general public by developing rapport and trust and using excellent interpersonal, verbal, and written communication skills. Attentive to emotional cues and listens well.
• Proficient in leveraging social media platforms and a passion to create and deliver engaging and distinctive content.
• Ability to manage a high volume of work in occasionally stressful situations, collaborate and work with a supervisor and the team as well as independently, and demonstrate through words and behaviors the core values and philosophies of the Company.
• Ability to be flexible, establish priorities and coordinate work activities.
• Ability to be detail-oriented with excellent organizational, time management, and multitasking skills.
• Ability to focus on achieving and exceeding assigned KPI targets using a results-driven mindset.
• Ability to remain calm during a crisis and think strategically to create workable business solutions. Proven history of demonstrating sound judgment in decision-making and problem-solving situations.
• Ability to analyze data, problem solve and make informed decisions.
• Proficiency in property management systems, such as Entrata, SmartRent, EliseAI, etc. preferred.
• Solid computer literacy, with experience in in property management systems and the Microsoft suite of products (Word, PowerPoint, Excel, Teams), with the ability to learn new software applications quickly.