Resident Experience Manager - Vivian

Kairoi Management • Charlotte, NC

8d • $27 - $28

About The Position

RESIDENT EXPERIENCE MANAGER Seize Your Career Opportunity at Kairoi Residential At Kairoi, we create exceptional living experiences at high-performing multifamily communities that deliver long-term value to investors, associates, and the residents who live there. Our larger organizational mission is to provide opportunities with everything we do. The word “Kairoi” (pronounced Ki-roy) represents moments in time whenwhere opportunities are seized. Our team empowers, rewards, and inspires the talented people who make these opportunities happen. What a Typical Day Could Look Like As the Resident Experience Manager, you'll drive the creation and execution of top-notch concierge programs that redefine the resident experience across our communities. Leading a skilled team and collaborating with Community Directors, you’ll ensure personalized, exceptional service that enhances convenience and luxury, creating a vibrant and welcoming community for all residents.. You are the Strategic Planning and Program Developer! Develop a comprehensive concierge strategy that aligns with the company's goals and enhances the overall resident experience. Identify opportunities to expand and enhance concierge services, such as package management, valet services, dry cleaning, pet care, and transportation assistance. Collaborate with property managers and leasing teams to customize concierge offerings based on the unique needs and preferences of each community. You are the Team Leader! Recruit, hire, and train a team of skilled concierge staff, ensuring that they embody the company's values of professionalism, hospitality, and excellence. Provide ongoing coaching, feedback, and performance evaluations to maximize team effectiveness and customer satisfaction. Foster a positive and collaborative work environment that promotes teamwork, innovation, and continuous improvement. You are the Customer Service and Resident Engagement Expert! Oversee day-to-day concierge operations, ensuring that residents receive prompt, courteous, and personalized service at all times. Act as a point of contact for residents, addressing inquiries, requests, and concerns in a timely and efficient manner. Implement strategies to proactively anticipate resident needs and exceed their expectations, enhancing resident satisfaction and loyalty. You are the Vendor Experience and Management Partner! Establish and maintain relationships with third-party vendors and service providers to ensure the seamless delivery of concierge services. Negotiate contracts, monitor performance, and evaluate vendor satisfaction to ensure the highest quality of service and value for residents. Explore opportunities for strategic partnerships and collaborations to enhance the range and quality of concierge offerings.

Requirements

• A minimum of 2-3 Years of Hospitality experience, minimum of 2-3 years in a leadership role, or a combination of the two are required.
• Bachelor's degree in Hospitality Management, Business Administration, or a related field (preferred).
• Proven experience in luxury hospitality, concierge services, or property management, with a track record of delivering exceptional customer service.
• Strong leadership and management skills, with the ability to inspire and motivate a team to achieve excellence.
• Excellent interpersonal and communication skills, with the ability to build rapport and trust with residents, team members, and external partners.
• Detail-oriented and organized, with the ability to manage multiple priorities and deadlines effectively.
• Knowledge of industry trends, best practices, and emerging technologies in concierge services and luxury residential amenities.

Responsibilities

• Develop a comprehensive concierge strategy that aligns with the company's goals and enhances the overall resident experience.
• Identify opportunities to expand and enhance concierge services, such as package management, valet services, dry cleaning, pet care, and transportation assistance.
• Collaborate with property managers and leasing teams to customize concierge offerings based on the unique needs and preferences of each community.
• Recruit, hire, and train a team of skilled concierge staff, ensuring that they embody the company's values of professionalism, hospitality, and excellence.
• Provide ongoing coaching, feedback, and performance evaluations to maximize team effectiveness and customer satisfaction.
• Foster a positive and collaborative work environment that promotes teamwork, innovation, and continuous improvement.
• Oversee day-to-day concierge operations, ensuring that residents receive prompt, courteous, and personalized service at all times.
• Act as a point of contact for residents, addressing inquiries, requests, and concerns in a timely and efficient manner.
• Implement strategies to proactively anticipate resident needs and exceed their expectations, enhancing resident satisfaction and loyalty.
• Establish and maintain relationships with third-party vendors and service providers to ensure the seamless delivery of concierge services.
• Negotiate contracts, monitor performance, and evaluate vendor satisfaction to ensure the highest quality of service and value for residents.
• Explore opportunities for strategic partnerships and collaborations to enhance the range and quality of concierge offerings.

Benefits

• Competitive Compensation . Compensation is based on experience and community. Incentive compensation opportunities are available and are performance based.
• Health & Wellness Benefits . Medical, dental, vision, life insurance, short and long-term disability at an affordable price.
• Retirement Planning . We offer a 401k program with a company match.
• Paid Leave . Exceptional PTO program, paid holidays, floating holidays, birthday day off, and a milestone sabbatical program.
• Discounts . Private discount network that includes discounts on travel, restaurants, gifts, experiences, and so much more.
• Training . We want to help you grow! Be prepared to attend and participate in training as required.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 101-250 employees