What are the responsibilities and job description for the Director of Resident Services position at Mai Placement?
Property Management
Director of Resident Experience
Location: Brooklyn, NY
Job Type: Full-Time, On-Site
Compensation: $80,000 – $150,000 per year Bonus
Company Overview
We are a leading luxury residential property management company overseeing a portfolio of high-end multifamily and condominium properties throughout New York City. Our mission is to deliver an exceptional resident experience through hospitality-driven service, operational excellence, and community engagement.
Position Overview
We are hiring a Director of Resident Experience to lead resident-facing operations across our luxury residential portfolio in Brooklyn, NY. The Director of Resident Experience will oversee hospitality programs, staff training, resident engagement initiatives, and service standards to ensure a best-in-class living experience.
This leadership role is ideal for candidates with experience in luxury hospitality, residential property management, customer experience, hotel operations, lifestyle services, or resident services management.
Key Responsibilities
- Develop and implement a residential hospitality program across properties
- Establish and maintain five-star resident service standards
- Lead, train, and mentor resident-facing staff
- Oversee concierge, front desk, doorman, porter, and amenity operations
- Create service protocols, SOPs, and quality assurance processes
- Conduct site visits and service audits across properties
- Develop resident welcome and onboarding programs
- Create resident engagement initiatives and community events
- Build partnerships with local businesses and service providers
- Collaborate with property management teams on resident satisfaction goals
- Develop training programs for building and management staff
- Implement staff recognition and hospitality excellence programs
- Monitor resident feedback and identify service improvements
- Support resident issue resolution and service recovery efforts
- Track performance metrics and resident experience KPIs
- Serve as a brand ambassador across the portfolio
QualificationsRequired Qualifications
- 5 years of experience in luxury hospitality, residential management, customer experience, or service leadership
- Experience managing resident-facing or customer-facing teams
- Strong staff training and employee development experience
- Exceptional communication and interpersonal skills
- Experience developing service standards and operating procedures
- Strong organizational and project management skills
- Ability to travel between properties as needed
- Ability to work occasional evenings or weekends for resident events
Preferred Qualifications
- Luxury hotel, condominium, multifamily, or lifestyle hospitality experience
- Experience overseeing multiple locations or properties
- Background in resident services, guest experience, concierge operations, or hospitality management
- Experience with quality assurance, mystery shopping, or customer satisfaction programs
Benefits
- Health insurance
- Paid time off
- Bonus opportunity
- Professional development opportunities
- Leadership role with significant impact
- Growth opportunities within a luxury real estate organization
Why Apply
- Join a growing luxury residential management company
- Build and lead a hospitality-driven resident experience program
- Work directly with senior leadership and property management teams
- Shape the resident experience across a premier portfolio of properties
- Competitive compensation and benefits package
Pay: $51,711.95 - $62,276.76 per year
Benefits:
- Dental insurance
- Employee discount
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person
Salary : $51,712 - $62,277