Resident Services & Operations Lead

Sonae Sierra; Madrid; Presencial; EUR 24.000 - 30.000; Jornada completa

Descripción de la vacante

Sonae Sierra is seeking a customer-focused residential services professional to own the resident relationship, handle check-in and check-out processes, and coordinate community events. You will manage room allocations, maintain records under data protection rules, and support on-site operations with the GM team.

The role requires experience in guest-facing environments, strong coordination skills, and comfort with booking systems and CRM tools.

Formación

• 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.
• 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 role

Team coordination

Check-in/check-out

Events & programming

CRM systems

Booking/PMS

Data protection

Herramientas

CRM systems

Booking/PMS

Descripción del empleo

Sonae Sierra is seeking a customer-focused residential services professional to own the resident relationship, handle check-in and check-out processes, and coordinate community events. You will manage room allocations, maintain records under data protection rules, and support on-site operations with the GM team.

The role requires experience in guest-facing environments, strong coordination skills, and comfort with booking systems and CRM tools.