Resident Experience & Hospitality Manager

Core Spaces•Madison, WI

2d•Onsite

About The Position

The Resident Experience & Hospitality Manager leads the community’s resident experience by creating a welcoming, personalized, service-oriented environment throughout the resident journey. The role builds meaningful relationships, anticipates resident needs, provides concierge-style support, and creates thoughtful service moments that help residents and guests feel recognized, supported, and at home. This position is a key resource for resident concerns, roommate matters, service recovery, lease-related questions, and resident transitions. In partnership with community leadership, maintenance, leasing, and operational teams, the manager supports resident satisfaction, retention, reputation, and community loyalty through proactive communication, consistent follow-through, and elevated hospitality standards. The role also supports engagement and lifecycle programs, leasing and marketing activities, community standards, reporting, and compliance.

Requirements

High school diploma or equivalent.
At least 1 year of experience in property management, hospitality, customer service, resident services, or a similar service-focused environment.
Strong relationship-building and communication skills, including the ability to build trust, understand individual needs, and engage residents, guarantors, prospects, team members, and leadership.
Experience addressing resident or customer concerns, conflict, and service recovery with empathy, professionalism, sound judgment, and consistent follow-through.
A proactive, hospitality-first approach and the ability to anticipate needs, deliver personalized service, and manage multiple priorities with attention to detail.
Ability to collaborate across teams, interpret resident or customer feedback, and identify opportunities to improve the experience.
Working knowledge of Microsoft Office and ability to learn relevant property management and resident experience platforms.
Understanding of Fair Housing requirements.
Ability to work on site at the property, including additional hours, evenings, weekends, and overtime when required by business needs.
Ability to support move-outs, turn, and move-ins that may extend beyond normal full-time hours.
Ability to regularly lift and move objects weighing up to 50 pounds, including bending and stooping throughout the workday.

Nice To Haves

Experience in hospitality, concierge services, luxury residential, hotels, luxury retail, or another high-touch service environment.
Experience developing engagement programs, events, recognition efforts, or other loyalty-building initiatives.
Demonstrated ability to create personalized, memorable service moments that elevate the resident or customer experience.
Strong knowledge of the local community and enthusiasm for connecting residents with neighborhood resources, experiences, and services.

Responsibilities

Serve as an approachable point of contact for resident questions, concerns, and service needs throughout the resident lifecycle.
Resolve resident, roommate, and guarantor concerns with empathy and sound judgment, focusing on rebuilding trust.
Guide residents through replacements, relets, roommate matching, lease-related questions, and other transitions.
Communicate proactively about maintenance projects, service interruptions, vendor activity, and other resident-impacting matters.
Follow up after maintenance visits, service disruptions, resident concerns, and other significant interactions.
Partner with Community and Maintenance leadership to identify recurring concerns and coordinate solutions.
Create a welcoming, hospitality-driven environment for residents and guests.
Connect residents with community amenities, neighborhood resources, transportation, dining, entertainment, local services, and other everyday needs.
Maintain an inviting, organized lobby, front desk, and resident arrival experience.
Coordinate welcome experiences, milestone recognition, resident appreciation, and personalized outreach.
Learn resident preferences, anticipate needs, and create personalized service moments.
Maintain knowledge of campus resources, local events, and neighborhood offerings.
Coach team members on hospitality expectations, service ownership, resident recognition, professional communication, and service recovery.
Strengthen retention and community loyalty through proactive outreach, engagement, and follow-through.
Plan and execute events, engagement programs, and initiatives that strengthen resident connection and experience.
Develop and maintain quarterly Reputation Management Plans with community leadership.
Lead surveys, focus groups, experience calls, and other feedback initiatives.
Monitor feedback, satisfaction trends, survey results, and online reputation performance, and share insights and recommendations with stakeholders.
Lead planning and execution of key lifecycle experiences, including move-in, renewals, events, and move-out.
Coordinate with leasing, maintenance, and community teams to ensure seamless handoffs and a consistent resident experience.
Support leasing and marketing efforts as needed, including prospect tours, follow-up communication, community outreach, and resident-facing initiatives.
Assist with social media, lifestyle marketing, content collection, special projects, and other community initiatives.
Maintain Core Spaces brand and presentation standards, including assigned opening and closing procedures.
Prepare resident experience reports, survey summaries, feedback findings, and other required documentation.
Follow company policies, procedures, Fair Housing requirements, and applicable regulations, escalating concerns as appropriate.
Work the required on-site schedule, including additional hours, evenings, weekends, and overtime when business needs require.
Support move-outs, turn, and move-ins that may extend beyond normal full-time hours.
Travel periodically as needed for business initiatives, operations, training, meetings, property support, or other company projects.
Perform other duties and tasks as assigned by management.

Benefits

A culture that provides a sense of belonging.
Competitive pay.
Generous paid time off.
Paid holidays, including the employee’s birthday.
Paid parental leave beginning after 90 days.
Paid volunteer time off.
Health plan options beginning within at least 30 days of employment.
Yearly subscription to a meditation app.
Employee Assistance Program with access to confidential support services.
Company retirement options, including a 401(k) with matching and a Roth account option.