Description
About the RoleThis is not a traditional property management role with customer service sprinkled on top; it is a premier hospitality leadership position governing high-rise residential communities. As the head of staff for every Manager of Resident Experience (MRE) across our luxury portfolio, you will define operational excellence, systemize it, teach it, and inspect it relentlessly to ensure standards never slip.
We are seeking a luxury operator trained in environments where five-star service is the baseline, not the aspiration-someone who takes personal pride in the details, engineers mistakes out of systems, and manages this portfolio with a true owner-mindset.
Who You Are- Luxury Hospitality Operator: Trained in genuine five-star environments (luxury hotels, branded residences, or private clubs), you know the precise difference between "nice" and exceptional.
- Teacher & Multiplier: Your standards survive your absence. You build curricula, run floor role-plays, coach daily, and elevate on-site managers into exceptional leaders.
- Systems Obsessive: You scale excellence through checklists, SOPs, and audit cadences. If an issue recurs, you fix the system-not just the symptom.
- True Owner: "Not my job" is not in your vocabulary. You notice every detail, resolve friction before it escalates, and measure success by resident retention and portfolio reputation.
Key Responsibilities1. Hospitality & Resident Experience Leadership- Own the Resident Journey: Design and manage every touchpoint-from initial tour through move-in, daily living, renewal, and departure-ensuring every interaction is considered and effortless.
- Codify Service Standards: Define written, teachable standards covering resident greetings, response-time guarantees, staff grooming, written communications, and amenity management.
- Retention & Service Recovery: Treat retention as the core commercial outcome of great hospitality. Execute a formal service-recovery playbook to turn operational glitches into long-term resident loyalty.
- Escalations: Act as the senior point of contact for resident concerns, resolving disputes with empathy while feeding insights back into operations to prevent recurrence.
2. Leadership, Training & Talent Development- Team Leadership & Recruitment: Lead recruitment, onboarding, and ongoing performance management for all MREs and on-site staff across the portfolio.
- Training Curriculum: Design and personally deliver onboarding and continuous training programs-incorporating scenario role-plays and skill certifications-to guarantee consistent service across all shifts.
- Culture & Accountability: Foster a high-ownership work culture. Conduct semi-annual performance reviews, set clear quality KPIs, and manage performance coaching directly.
3. Systemization, Audits & Quality Assurance- SOP Playbook: Build and maintain comprehensive operating playbooks for all recurring tasks to make operational oversights structurally impossible.
- White-Glove Audits: Implement bi-weekly site inspections and run a structured audit calendar across service, cleanliness, safety, and administration. Assign clear ownership and resolution deadlines for all findings.
- Administrative & Work-Order Oversight:Monitor centralized work orders to enforce "Time-to-Completion" KPIs, while auditing leasing administration (applications, leases, addendums) for absolute accuracy.
4. Operational & Site Governance- Staffing & Suite Turnovers: Manage site coverage for uninterrupted service delivery. Oversee unit turnovers to ensure 100% "like-new" execution within 10-day windows, performing final inspections 24 hours prior to move-in.
- Street-to-Suite Aesthetics: Maintain pristine curb appeal, entranceways, parking facilities, and common areas across all properties.
- Safety & Emergency Preparedness:Enforce OHSA standards, maintain fire safety certifications, and lead rapid, professional after-hours emergency response protocols.
5. Financial & Administrative Management- Budgeting & NOI: Manage annual operating budgets, control expense variances, and drive Net Operating Income (NOI) through retention-led vacancy reduction and strategic ancillary income.
- Collections & Regulatory Compliance:Guide MREs through rent collection workflows to minimize delinquencies. Ensure full legal compliance for all site records, fire safety documentation, and tenancy filings (e.g., LTB notices).
What Success Looks Like (First 12 Months)- The service standard is fully codified, trained, and audited across all properties.
- Portfolio retention and renewal rates show measurable, sustained increases.
- Every recurring operational task is governed by a active SOP and audit cadence.
- At least one MRE is developed and prepared for internal promotion under your leadership.
Key Requirements- Experience: 7+ years leading operations in luxury hospitality or luxury residential real estate
- Leadership: Proven track record building frontline training curricula and developing multi-site teams (applicants will be asked to share past training frameworks).
- Systems Expertise: Demonstrated success designing SOPs, checklists, and QA audit programs that outlast your direct oversight.
- Industry Background: Multifamily residential experience is a plus, but background in high-end hospitality operations is prioritized
Successful candidates, as a condition of job offer, would be required to provide a satisfactory criminal record check. A benefits package will be offered at 3 months of employment.
This posting is for a newly created position. We appreciate all applications. However, only those selected for an interview will be contacted.
