Director of Resident Experience

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

Job summary

Topaz HR in New York seeks a Director of Resident Experience to elevate hospitality across its luxury portfolio, leading resident journeys from inquiry to move-out and establishing service standards.

You will train front desk and on-site teams, develop SOPs, oversee audits, and implement resident engagement programs while coordinating across Brooklyn properties.

Qualifications

• 3–5+ years in luxury hospitality, hotels, or residential property management.
• Experience creating and delivering employee training programs across departments.
• Strong hospitality principles and resident engagement understanding.
• Ability to develop SOPs, onboarding, training materials, and performance frameworks.
• Experience managing performance standards and continuous improvement initiatives.
• Excellent leadership and communication skills; able to influence across organization.

Responsibilities

• Lead the resident experience strategy across a portfolio of luxury properties.
• Develop and implement hospitality-focused service standards.
• Create and maintain SOPs, onboarding programs, and training materials.

Skills

Leadership

Hospitality focus

Training programs

SOP development

Communication

Project management

Interpersonal skills

Travel between Brooklyn properties

Bilingual (plus)

Tools

Training software

Job description

Position Overview

A vertically integrated real estate organization specializing in development, construction & property management and family office operations is seeking a full-timeDirector of Resident Experience to lead and elevate the resident experience across its luxury portfolio. This role will be responsible for creating, implementing, and maintaining hospitality standards throughout the full resident journey from initial inquiries and move-in through ongoing residency and move-outs.

Responsibilities

• Lead the resident experience strategy across a portfolio of luxury multifamily properties, ensuring a consistent and memorable resident journey from first contact through move-out
• Develop and implement hospitality-focused service standards that elevate the resident experience across all properties
• Create and maintain SOPs, onboarding programs, training materials, service manuals, and performance standards for resident-facing teams
• Train, coach, motivate, and mentor front desk staff, package room associates, porters, maintenance personnel, and other on-site team members
• Conduct property visits, service audits, and quality assessments to ensure consistent execution of hospitality and customer service standards
• Develop resident engagement initiatives, including move-in experiences, welcome gifts, communication strategies, and resident appreciation programs
• Establish performance metrics and accountability measures, leverage training software to track employee development, collaborate with leadership on service improvements, and proactively resolve resident concerns

Qualifications

• 3–5+ years of experience in luxury hospitality, hotels, residential property management, guest services, concierge operations, resident experience, or a related field
• Proven experience creating, implementing, and delivering employee training programs across multiple departments and employee levels
• Strong understanding of hospitality principles, resident engagement, and service excellence standards within luxury environments
• Demonstrated ability to develop SOPs, onboarding programs, training materials, operational processes, and performance accountability frameworks
• Experience managing employee performance standards, service quality initiatives, and continuous improvement programs
• Excellent leadership, communication, coaching, presentation, and interpersonal skills, with the ability to influence teams across all levels of an organization
• Highly organized and professional with strong project management abilities, proficiency in training or employee development software, willingness to travel between Brooklyn properties, and bilingual abilities considered a plus

Compensation & Benefits

• $90,000 – $120,000 annually (based on experience)
• PTO, paid holidaysand benefits package
• Opportunity to create and lead the company-wide hospitality and resident experience platform

About the Employer

This company owns and manages luxury residential communities throughout Brooklyn and is committed to delivering a hospitality-driven living experience that distinguishes its properties in a competitive market. The company is currently expanding its operations and relocating to a new headquarters in Greenpoint as part of its continued growth.

EEO Statement

Topaz HR is an Equal Opportunity Employer, and we do not discriminate on the basis of race, color, religion, gender, national origin, age, disability, or any other status protected by applicable law. We value and are committed to creating an inclusive environment for all employees.