Resident Services Manager

Avenue5 Residential•San Diego, CA

22h

About The Position

Summary of Responsibilities: The resident services manager is responsible for creating and delivering exceptional resident experience by overseeing resident services, hospitality, communication, and service coordination within the community. This role combines concierge-level hospitality with operational support for the property management team to ensure residents receive prompt service, clear communication, and a welcoming environment throughout their entire living experience. Serving as the primary liaison between residents, leasing, and maintenance teams, the resident services manager ensures that service requests, communications, and resident needs are handled with professionalism and urgency. This position blends responsibilities traditionally associated with assistant property manager and concierge roles, with a strong emphasis on resident experience, retention, and service excellence. Primary Responsibilities and Objectives: Serve as the primary resident services contact for residents, guests, vendors, and prospective residents Deliver a hospitality-driven experience in every interaction Greet residents and guests while assisting with questions, requests, and community services Ensure prompt, professional, and personalized service Address and resolve resident concerns with professionalism and urgency Build strong resident relationships to support renewal conversion and long-term retention Monitor upcoming lease expirations and collaborate with leasing teams to encourage renewals Assist with renewal outreach efforts, including resident check-ins and satisfaction followups Proactively identify and resolve service issues that may impact renewal decisions Support initiatives that increase renewal conversion rates and resident satisfaction scores Coordinate with maintenance to ensure the timely completion of resident work orders Track service requests and provide residents with updates regarding service status Conduct resident follow-up within 24 hours after work order completion to confirm satisfaction Escalate unresolved service concerns to the Property Manager as needed Ensure service standards align with the community’s hospitality expectations Plan and coordinate resident events and lifestyle programming Organize activities aligned with the community demographic and brand Coordinate vendor partnerships for activation and community experiences Promote engagement through: o Resident appreciation events o Social programming o Amenity activations o Community partnerships o Develop and distribute community communications, including: o Resident newsletters o Event announcements o Amenity updates o Community notices Maintain clear and consistent communication channels to keep residents informed Oversee front desk and resident service operations Manage package handling and deliveries Coordinate move-ins, move-outs, and elevator scheduling (where applicable) Maintain organized and welcoming resident service areas Ensure hospitality amenities are properly stocked and maintained Assist the Property Manager with daily operational needs Partner with leasing to support the guest experience Conduct community inspections to ensure cleanliness, safety, and service standards Identify and communicate maintenance or safety concerns KPI’s used to measure performance are: o Resident Satisfaction ▪ Positive resident feedback ▪ Online reputation and review performance o Renewal Conversion ▪ Support of property renewal goals ▪ Resident engagement before lease expiration o Work Order Follow-Up ▪ Resident contact within 24 hours of completion ▪ Effective tracking and resolution of concerns o Community Engagement ▪ Resident participation in events and programming ▪ Consistent communication and interaction Perform other duties as assigned

Requirements

High school diploma required
2+ years of experience in property management, hospitality, concierge, or customer service
Exceptional hospitality and customer service skills
Strong interpersonal and communication abilities
Conflict resolution and problem-solving skills
Strong organizational and time management skills
Ability to prioritize in a fast-paced environment
Proficiency in Microsoft Office programs, Outlook, Word, and Excel
Required to complete and successfully pass the Avenue5 Fair Housing and Preventing Discrimination and Harassment training and other courses if assigned
Required to maintain a regular schedule, which may also require working outside of the regular schedule, weekends, and non-traditional holidays
Ability to lift, push, and pull up to 25 pounds
Must be able to observe and detect signs of emergency through visual and/or auditory cues
Must be able to remain stationary, move around, reach, and position oneself as needed for extended periods
Ability to communicate and express or exchange ideas with others, as well as those activities in which they must convey detailed or important instructions to other workers accurately, loudly, or quickly
Ability to perceive the nature of sounds at normal speaking levels, including the ability to receive detailed information through oral communication, and to make discriminations in sound
Visual requirements, including color, depth perception, and field vision
Ability to compare, copy, coordinate, synthesize, negotiate, communicate, and instruct
Ability to tolerate stressful situations
Ability to work under minimal to moderate supervision

Nice To Haves

Associate or bachelor’s degree preferred
Property management software experience preferred, Yardi, Entrata, etc.

Responsibilities

Serve as the primary resident services contact for residents, guests, vendors, and prospective residents
Deliver a hospitality-driven experience in every interaction
Greet residents and guests while assisting with questions, requests, and community services
Ensure prompt, professional, and personalized service
Address and resolve resident concerns with professionalism and urgency
Build strong resident relationships to support renewal conversion and long-term retention
Monitor upcoming lease expirations and collaborate with leasing teams to encourage renewals
Assist with renewal outreach efforts, including resident check-ins and satisfaction followups
Proactively identify and resolve service issues that may impact renewal decisions
Support initiatives that increase renewal conversion rates and resident satisfaction scores
Coordinate with maintenance to ensure the timely completion of resident work orders
Track service requests and provide residents with updates regarding service status
Conduct resident follow-up within 24 hours after work order completion to confirm satisfaction
Escalate unresolved service concerns to the Property Manager as needed
Ensure service standards align with the community’s hospitality expectations
Plan and coordinate resident events and lifestyle programming
Organize activities aligned with the community demographic and brand
Coordinate vendor partnerships for activation and community experiences
Develop and distribute community communications
Maintain clear and consistent communication channels to keep residents informed
Oversee front desk and resident service operations
Manage package handling and deliveries
Coordinate move-ins, move-outs, and elevator scheduling (where applicable)
Maintain organized and welcoming resident service areas
Ensure hospitality amenities are properly stocked and maintained
Assist the Property Manager with daily operational needs
Partner with leasing to support the guest experience
Conduct community inspections to ensure cleanliness, safety, and service standards
Identify and communicate maintenance or safety concerns
Perform other duties as assigned