Resident Services Manager

Avenue5 Residential • Arlington, VA

4d • Onsite

About The Position

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.

Requirements

• High school diploma is required.
• At least one year of customer service experience is required.
• Strong organizational and time-management skills.
• Strong interpersonal skills to effectively and sensitively communicate.
• Basic level knowledge with Microsoft Office Suite including Outlook, Word, PowerPoint and Excel.
• Sensitivity to confidential matters is required.
• Ability to work independently and prioritize effectively in a fast-paced environment with a strong sense of urgency.
• Capability to read, write, comprehend, and converse in English.
• Ability to use general office equipment, such as telephone, fax machine, printer, copier, and key track system.
• Excellent customer service and interpersonal skills with the ability to relate to others.
• Ability to cope with and defuse situations involving angry or difficult people.
• Must maintain a valid driver’s license, clean driving record and current auto insurance is required.
• Must comply with all safety requirements.
• Required to complete and successfully pass the Avenue5 Fair Housing, Diversity and Inclusion Training within the first 30 days of employment

Nice To Haves

• 2+ years of experience in property management, hospitality, concierge, or customer service

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 follow-ups
• 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: Resident appreciation events, Social programming, Amenity activations, Community partnerships
• Develop and distribute community communications, including: Resident newsletters, Event announcements, Amenity updates, 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
• Perform other duties as assigned

Benefits

• Medical, dental, vision, and mental health coverage options.
• Competitive pay plus basic life insurance and matching 401K contributions.
• Generous time-off plan includes 10 paid holidays including a community service day and your birthday.
• Mentoring.
• Professional development.
• Discounts.
• Tuition reimbursement.
• Robust recognition program.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED