Resident Relations Manager| Houston, TX 77074

Ashford Management Group LLC•Houston, TX

just now•Onsite

About The Position

The Resident Relations Manager is the heart of the community, serving as the trusted, friendly face residents turn to and the go-to connection for local partners. This role focuses on resident relationships, community outreach, conflict resolution, translation support, and ensuring community rules are followed fairly and consistently. This role is based on-site at Ashford Crescent Oaks & Ashford Stancliff Park in the Houston area and works closely with the Community Manager and leasing team. The ideal candidate is outgoing, calm under pressure, and passionate about making residents feel at home.

Requirements

Thorough knowledge of Fair Housing guidelines and the ability to apply them consistently
Outgoing, friendly attitude and the ability to make others feel welcome and comfortable
Superior interpersonal and customer service skills
Strong relationship-building and networking skills with community and professional organizations
Conflict-resolution and de-escalation skills; remain neutral, fair, and professional
Apply community rules and policies consistently and with discretion
Clear, professional verbal and written communication skills
Innovative and creative approach to community outreach and engagement
Detail-oriented, organized, and able to manage time and competing priorities
Exhibits self-control and works well in stressful situations
Focused and able to complete tasks despite frequent interruptions
Proficient in Microsoft Office, Google Workspace, and property management software

Nice To Haves

Increasing qualified leads through community and professional partnerships
Strengthening online reputation through resident engagement and reviews
Improving resident retention and renewal rates
Creating more consistent, documented approaches to conflict resolution and rule enforcement

Responsibilities

Coordinate and organize 2 resident events per month
Build and maintain partnerships with local religious, professional, and community organizations that generate qualified leads for the leasing office
Ensure 10% of leases per month come from resident referrals
Support the leasing team in attaining and sustaining 95% property occupancy through community outreach and referrals
Ensure property retention is 70% or greater
Attain 60% retention including MTM
Attain 75% renewals
Resolve resident concerns and conflicts promptly, fairly, and consistently, with proper documentation
Ensure residents comply with community rules, regulations, and lease policies
Ensure a minimum of 10 Google reviews per month are received from current residents
Maintain the property’s Google Rating at 4.6 or greater
Ensure 85% of tickets are completed within 24 hours
Complete all GROW LMS assigned courses by the established due date, with an 80% passing score
Ensure all purchase orders are submitted and all invoices are current, submitted, and approved by accounting deadlines
Warmly greet visitors, prospective residents, and current residents
Plan and carry out community outreach activities that strengthen the community’s presence in the surrounding area
Develop and nurture relationships with local religious, professional, and community organizations, as well as referral agencies, to generate qualified leads for the leasing office
Refer qualified leads to the leasing office promptly and follow up to support a smooth hand-off
Host in-community events that build resident engagement and encourage referrals
Respond quickly and courteously to resident concerns and questions
Help resolve resident conflicts by listening to all parties, remaining neutral, and working toward fair solutions; escalate to the Community Manager when appropriate
Provide translation and interpretation support to residents and team members
Monitor resident compliance with community rules, regulations, and lease policies; communicate violations and follow company procedures in accordance with Fair Housing guidelines
Communicate maintenance and make-ready needs to the Project Coordinator and maintenance team, and follow up with residents to ensure satisfaction with repairs
Support the lease renewal program by preparing renewal letters, contacting residents in advance of move-out dates, and ensuring renewal documents are signed and implemented on time
Document unit conditions for renewals
Use property management software to track the renewal process and manage resident data
Other community responsibilities and assistance as needed
Document resident concerns, conflicts, rule violations, and resolutions accurately and in a timely manner
Apply community rules and policies consistently to every resident
Track outreach activities, partner contacts, and leads referred to the leasing office
Follow up on maintenance requests and resident concerns until they are resolved
Provide regular updates to the Community Manager on resident relations, outreach, and progress toward goals