Director of Luxury Resident Experience

Topaz HR; New York (NY); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

PTO

Paid holidays

Benefits package

Job summary

Topaz HR seeks a Director of Resident Experience to elevate hospitality across its luxury Brooklyn portfolio. Lead the resident journey from inquiry and move-in through residency, crafting standards and programs that distinguish the properties.

The role demands 3–5+ years in luxury hospitality, proven training leadership, and a passion for service excellence in a high-end environment. Travel between Brooklyn properties is expected.

Qualifications

• 3–5+ years in luxury hospitality, hotels, or resident services
• Proven experience creating and delivering employee training programs
• Strong hospitality principles and service standards in luxury environments
• Ability to develop SOPs, onboarding, and training materials
• Experience managing performance standards and continuous improvement
• Excellent leadership and communication across all levels
• Willingness to travel between Brooklyn properties; bilingual a plus

Responsibilities

• Lead resident experience strategy across a portfolio of luxury properties, ensuring a consistent, memorable journey from inquiry to move-out
• Develop and implement hospitality-focused service standards across properties
• Create and maintain SOPs, onboarding, training materials, manuals, and performance standards
• Train, coach, and mentor front desk staff, package room, porters, maintenance, and on-site teams
• Conduct property visits, service audits, and quality assessments for hospitality and service standards
• Develop resident engagement initiatives, move-in experiences, welcome gifts, and communication plans
• Establish metrics and accountability, track development with training software, drive service improvements, resolve resident concerns

Skills

Leadership

Training programs

Hospitality standards

Communication

Project management

Employee development

Bilingual

Training software

Tools

Training software

Job description

Topaz HR seeks a Director of Resident Experience to elevate hospitality across its luxury Brooklyn portfolio. Lead the resident journey from inquiry and move-in through residency, crafting standards and programs that distinguish the properties.

The role demands 3–5+ years in luxury hospitality, proven training leadership, and a passion for service excellence in a high-end environment. Travel between Brooklyn properties is expected.