POSITION SUMMARYThe Resident Experience Manager (REM) leads the building's tenant-facing and administrative operations, overseeing four coordinators across two functions: Administrative and Resident Services. This is a player-coach role - the REM sets the service culture and operational standards for the front desk and concierge function, ensures administrative processes run accurately and on time, and acts as the primary escalation point for tenant issues below the Senior Property Manager. For a new development entering lease-up, this role is central to establishing the building's reputation and resident experience from day one.
KEY RESPONSIBILITIESTeam Leadership & People Management- Directly supervise, coach, and develop a team of coordinators across the Administrative and Resident Services functions
- Set daily priorities and manage shift scheduling across the front desk operation
- Conduct regular one-on-ones, performance check-ins, and annual reviews for all direct reports
- Lead onboarding and training for new team members, establishing service standards and procedures from the ground up during lease-up
- Identify development needs and work with the Senior PM to address training gaps
Front Desk & Concierge Service Standards- Own the building's front desk and concierge operation - set service standards, model professional conduct, and ensure consistent delivery across all shifts
- Ensure the lobby and front desk environment creates a welcoming first impression for residents, guests, and prospective tenants
- Oversee the Station House tenant app as the primary digital service touchpoint - monitor response times and ensure team adoption
- Monitor online reputation (Google, RentBoard) and respond to reviews professionally and promptly
- Develop and maintain front desk SOPs, service scripts, and escalation protocols
- Drive team adoption and maximize the capabilities of all building technology platforms, including the Station House app; stay current on new features, ensure all team members are trained and utilizing available tools, and champion digital-first workflows across front desk and administrative operations
Administrative Operations Oversight & Sales Support- Oversee the full administrative function: lease documentation, legal notices, LTB filings, arrears tracking, tenant files, rentable items, and compliance submissions
- Review and quality-check work product from Administrative Coordinators, ensuring accuracy and adherence to RTA timelines
- Escalate legal, compliance, and arrears issues to the Senior PM with appropriate context and recommendations
- Ensure Yardi is used accurately and consistently across both functions and flag data quality issues as needed
- Support the leasing and marketing teams as needed including preparation of market data, rents, concessions, competitor activity and maintaining ILS updating.
Tenant Relations & Escalation- Serve as the first escalation point for unresolved tenant complaints, lease disputes, and service failures from the coordinators
- Handle sensitive or complex tenant situations with professionalism, empathy, and sound judgment
- Coordinate with the Facilities Manager on tenant-impacting maintenance issues and ensure residents receive timely updates
- Support the Senior PM in conflict resolution and LTB preparation when required
Community & Amenity Programming- Oversee the resident events calendar and community programming delivered by the Resident Services team
- Manage amenity booking systems and enforce policies consistently
- Support the lease-up experience by creating a strong community atmosphere for early residents
QUALIFICATIONS- Minimum 4-5 years of experience in residential property management, hospitality, or a related tenant/customer experience role
- Minimum 2 years of supervisory or team lead experience
- Strong working knowledge of Ontario's Residential Tenancies Act, including leasing, notices, and LTB processes
- Proficiency in Yardi or equivalent property management software
- Experience with tenant engagement platforms (RISE or similar) an asset
- Exceptional interpersonal skills - comfortable managing a team, handling escalations, and representing the building professionally
- Strong written communication skills; experience drafting tenant communications, notices, and SOPs
CORE COMPETENCIES- Team Leadership & Coaching
- Service Culture Development
- Organizational & Operational Oversight
- Conflict Resolution & Escalation Management
- Tenant Relationship Management
- Attention to Detail & Quality Control
- Adaptability in a High-Volume Environment
COMPENSATIONThe expected annualized base salary range for this position is
$70,000 - $95,000. The actual salary offered will take into consideration a wide array of factors including, but not limited to, the individual's skill, experience, and relevant education or training.
Base salary is only one component of Hazelview's competitive total rewards package. Other offerings also include annual bonuses, recognition rewards program, comprehensive health and dental benefits, continuous development opportunities, and a variety of paid time off plans (e.g. vacation, wellness, volunteering, summer flex days).
Our vision for sustainability is to foster happy, healthy, thriving communities where we operate. To learn more, please visit the following link: https://www.hazelviewproperties.com/about/sustainability
