Resident Relations Manager| Houston, TX 77074

Ashford Communities•Houston, TX

14h•Onsite

About The Position

The Resident Relations Manager is the heart of the community, serving as a trusted and friendly point of contact for residents and a key connection for local partners. This role is responsible for fostering resident relationships, engaging in community outreach, resolving conflicts, providing translation support, and ensuring consistent and fair enforcement of community rules. Based on-site at Ashford Crescent Oaks & Ashford Stancliff Park in Houston, this position works closely with the Community Manager and leasing team. The ideal candidate is outgoing, remains calm under pressure, and is passionate about creating a welcoming environment for residents.

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.
Ability to 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

Experience in resident relations or community management.
Bilingual abilities (if applicable to the community's resident base).

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.
Perform 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.