Director, Hospitality & Sales Training

Position Summary

This Director, Hospitality & Sales Training will be responsible for both creating engaging learning content and bringing it to life in the field. You will spend significant time traveling to SLC communities and corporate offices, facilitating in-person training, coaching associates, observing the overall customer journey to design effective training and model the hospitality behaviors we expect our teams to deliver every day. This role requires approximately 50% travel to SLC communities nationwide.

With leasing consultants representing one of the largest groups of associates in the division and with multiple communities in lease-up, sales training will be a primary focus of this role, delivered through the lens of luxury hospitality. Beyond sales, this role will bring the same five-star standard to every team, from concierge and facilities associates to Community Managers and Assistant Community Managers.

The ideal candidate is someone who naturally creates a memorable experience for everyone around them. They have contagious energy, a passion for developing people, a sharp eye for service, and the ability to translate hospitality principles into practical behaviors that work in a residential environment. The in-person training should feel like SLC: personal, engaging, thoughtful, energetic, elevated, and memorable.

The salary range for this position is $125,000 to $155,000, depending on experience.

Essential Functions

Sales & Lifestyle Experience

• Develop and facilitate sales and leasing training that teaches associates how to sell the SLC lifestyle and experience, not simply an apartment.
• Help leasing teams understand how to uncover needs, tell the story of a community, create emotional connection, overcome objections, and confidently close.
• Train leasing teams on luxury selling: reading the prospect, personalizing the tour, presenting premium pricing with confidence, and following up in a way that feels concierge-level rather than transactional.
• Develop experiential sales techniques appropriate for SLC's luxury and lifestyle-oriented communities.
• Design and launch training for new sales teams, including tour experience standards.
• Partner with Property Management leadership to identify sales opportunities and capability gaps across the portfolio, using mystery shops, tour observations, and lead-to-lease conversion data to target training and measure impact.
• Ensure all sales training aligns with Fair Housing requirements and the consistent treatment of every prospect.

Hospitality & Service Excellence

• Define, own, and continuously elevate SLC's hospitality learning philosophy and service standards.
• Develop training inspired by leading hospitality organizations and service cultures, including principles demonstrated by brands such as Four Seasons, Ritz-Carlton, and Disney.
• Translate luxury hospitality concepts into practical behaviors that work within multifamily communities.
• Teach associates how to anticipate needs, personalize interactions, recover service failures, create memorable moments, and consistently exceed expectations.
• Model how to elevate the everyday in every interaction, with residents, associates, leaders, vendors, and partners.
• Coach teams on the difference between simply completing a task and creating a genuine experience.

Concierge & Resident Experience

• Develop hospitality-focused training for concierge and resident experience teams.
• Establish standards for greeting, engagement, personalization, anticipation, service recovery, and resident interaction.
• Teach teams how to create a sense of belonging and community through thoughtful, consistent interactions.
• Help onsite teams understand how every touchpoint, from a phone call to a package delivery to a resident event, contributes to the overall SLC experience.

Resident Accountability & Service Recovery

• Train Assistant Community Managers on how to handle rent collection, delinquency conversations, lease enforcement, and resident disputes with the same professionalism and grace expected in a five-star environment.
• Teach teams to hold firm on policy while preserving the resident relationship, de-escalate tense situations, and turn complaints into opportunities to build loyalty.

Facilities & Service Teams

• Develop hospitality training specifically for facilities and service associates.
• Help service teams understand how their interactions with residents are a critical component of the overall resident experience.
• Teach practical techniques for communication, professionalism, presence in the home, service recovery, and creating confidence and trust during maintenance interactions.
• Reinforce the idea that every associate is part of the hospitality experience, regardless of role.

Leadership Development

• Develop and facilitate foundational, hospitality-based leadership learning for Community Managers and Assistant Community Managers.
• Support emerging leaders in areas such as communication, coaching, accountability, conflict management, team engagement, and creating a high-performance culture.
• Help leaders understand that their role is not simply to manage operations, but to lead people and create experiences.
• Teach Community Managers to lead with a hospitality mindset, treating associates the way we expect them to treat residents, so that service culture starts with how teams are led.
• Partner with Property Management leadership to identify recurring leadership development needs and build scalable learning solutions.

Learning Strategy, Content & Curriculum Development

• Own the annual training roadmap and priorities for the Property Management division, in partnership with the SVP, Head of Property Management.
• Create engaging, polished, and practical training content, including facilitator guides, participant materials, presentations, job aids, activities, role plays, and reinforcement tools.
• Write original learning content that translates hospitality concepts into memorable, actionable behaviors.
• Build scalable learning experiences that can be delivered both in person and virtually.
• Continuously refresh content based on business needs, field observations, associate feedback, and evolving SLC standards.
• Partner with subject matter experts across Property Management and the broader organization to develop relevant content.
• Ensure training is consistent across the portfolio while allowing for community-specific needs.

Field Facilitation & Coaching

• Travel regularly to SLC communities to deliver in-person training and coaching.
• Facilitate engaging classroom and workshop experiences for associates at all levels.
• Observe associates in their actual work environment and provide real-time coaching and feedback, including tour shadowing and role play with leasing teams.
• Reinforce learning after training through follow-up, coaching, and field observation.
• Use virtual training as a complement to, but not a replacement for, the in-person SLC learning experience.
• Build relationships with onsite teams and become a trusted resource for their development.

Measuring Impact

• Define success measures for each training program and track results over time, including closing ratios, mystery shop scores, online reputation and review scores, resident satisfaction surveys, renewal rates, and lease-up velocity.
• Share insights and recommendations with Property Management leadership to guide future training priorities.

Knowledge, Skills, and Abilities

• Naturally practice genuine, anticipatory hospitality in the way they interact with others.
• Have contagious energy and the ability to engage a room.
• Be passionate about helping people become better versions of themselves.
• Be equally comfortable writing the training and standing in front of the room delivering it.
• Have strong facilitation and presentation skills.
• Be an exceptional communicator, verbally and in writing.
• Be highly organized and able to manage multiple training programs, communities, schedules, and deliverables simultaneously.
• Have a strong understanding of adult learning principles and experiential learning.
• Be able to translate abstract hospitality concepts into practical behaviors.
• Be comfortable giving direct, constructive feedback while maintaining warmth and trust.
• Have strong sales acumen, a deep understanding of consultative and luxury selling, and the ability to coach others to close.
• Be able to teach teams to navigate difficult conversations, such as delinquency, lease enforcement, and resident disputes, with grace and professionalism.
• Be curious, creative, resourceful, and willing to roll up their sleeves.
• Be comfortable working in a growing company where processes are still being built and improved.
• Bring a high level of professionalism and executive presence.
• Be willing and excited to travel regularly to SLC communities across the country.

Required Education and Experience

• Bachelor's degree in Hospitality, Education, Organizational Development, Business, Communications, or related field.
• 8+ years of experience in learning & development, hospitality training, sales training, luxury hospitality, customer experience, or a related field, including experience owning or leading a training program or function.
• Experience developing training curriculum and learning content.
• Experience facilitating live training for adult audiences.
• Hospitality experience with a luxury hotel, resort, private club, luxury retail, multifamily, or similarly service-driven organization.
• Experience training, coaching, or leading high-performing sales or leasing teams.

Preferred Education and Experience

• Yardi Voyager experience is a plus.
• Multifamily experience is preferred.
• Experience supporting lease-up or new property openings.
• Working knowledge of Fair Housing laws and their application to sales and resident interactions.
• Experience with learning management systems and virtual learning platforms is a plus.