Resident Experience & Operations Lead

Sonae Sierra; Madrid; Presencial; EUR 26.000 - 38.000; Jornada completa

Descripción de la vacante

Sonae Sierra in Madrid is seeking a hands-on Resident Services Coordinator to own the resident journey from welcome to departure. You will be the front-line contact for questions, requests, and issues, ensuring a smooth, responsive experience for residents and guests.

You will manage check-in/check-out, room allocations, and move-in/out processes, coordinate maintenance and events, and deliver a calendar of social activities to foster belonging.

Formación

• 2+ years in a customer-facing residential, hospitality, or student-services role with some supervisory responsibility.
• Background in PBSA, co-living, build-to-rent, residence life, or hotel front-of-house / guest-relations.
• 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.
• Comfortable with booking/PMS, CRM, and maintenance-ticketing systems, and with accurate record-keeping under data-protection rules.

Responsabilidades

• 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.

Conocimientos

Customer-facing experience

Hospitality/Student-services

Check-in/check-out operations

Event planning

Data protection knowledge

Herramientas

Booking/PMS

CRM systems

Maintenance-ticketing systems

Descripción del empleo

Sonae Sierra in Madrid is seeking a hands-on Resident Services Coordinator to own the resident journey from welcome to departure. You will be the front-line contact for questions, requests, and issues, ensuring a smooth, responsive experience for residents and guests.

You will manage check-in/check-out, room allocations, and move-in/out processes, coordinate maintenance and events, and deliver a calendar of social activities to foster belonging.