Resident Experience Lead, Student Housing

Sonae Sierra; Madrid; On-site; EUR 32,000 - 42,000; Full time

Benefits offered by this job

Restaurant d'entreprise

Indemnités de stage/alternance

Job summary

Sonae Sierra in Madrid is seeking a resident services coordinator to own the resident journey from arrival to departure, balancing community needs with operational demands. You will lead check-in/out, coordinate room allocations, and manage a calendar of events while ensuring privacy regulations are adhered to.

The role requires 2+ years in a customer-facing setting, experience with PMS/CRM systems, and the ability to coordinate with on-site teams, contractors, and stakeholders to deliver a

Qualifications

• 2+ years in a customer-facing residential, hospitality, or student-services role, with some supervisory or team-coordination responsibility.
• PBSA, co-living, build-to-rent, residence life, or hotel front-of-house / guest-relations background.
• Experience running or supporting check-in/check-out, arrivals, or guest-journey processes at volume.
• Experience organising events, activities, or community programming for residents, guests, or students.
• Familiar with booking/PMS, CRM, and maintenance-ticketing systems, and with GDPR record-keeping.

Responsibilities

• Resident relationship & first contact: front-line owner of the resident relationship; first port of call for questions, requests, and complaints, escalating to the GM or specialists where needed.
• Check-in / check-out: manages the full move-in and move-out journey — inductions, key/access handover, inventories, deposit and condition processes, and the intense start-of-term arrival peak.
• Maintenance, catering & service triage: logs, priorities and tracks maintenance tickets and catering/concession or general-service requests to resolution, coordinating on-site team and contractors.
• Room allocation: administers allocations and room moves, balancing occupancy optimization with resident fit and cohort needs.
• Community & events: designs and delivers a calendar of social, wellbeing and cultural events that drives belonging, retention and re-bookings.
• Pastoral & wellbeing: provides first-line pastoral support, recognizes welfare and safeguarding concerns, and signposts to university and external services following clear escalation protocols.
• Conduct & community standards: handles anti-social behavior and conduct issues fairly and consistently, with accurate, GDPR-compliant record-keeping.
• Deputizing: acts as second-in-command, covering core GM operational duties when the GM is unavailable.

Skills

Customer-facing experience

Supervisory or team coordination

Check-in / check-out processes

Event planning & programming

PMS & CRM proficiency

GDPR/data protection compliance

Tools

Booking/PMS software

CRM software

Maintenance-ticketing systems

Job description

Sonae Sierra in Madrid is seeking a resident services coordinator to own the resident journey from arrival to departure, balancing community needs with operational demands. You will lead check-in/out, coordinate room allocations, and manage a calendar of events while ensuring privacy regulations are adhered to.

The role requires 2+ years in a customer-facing setting, experience with PMS/CRM systems, and the ability to coordinate with on-site teams, contractors, and stakeholders to deliver a