Director of Residence Experience
$80,000–$150,000 year
On-site · Brooklyn, New York, United States
Job Summary
Lead the development and execution of the Residential Hospitality Program across luxury properties, driving a five-star hospitality culture for all resident-facing operations. Oversee and train building staff (concierge, front desk, doormen, porters, amenity personnel) to deliver elevated service, design and enforce engagement standards and SOPs, and collaborate with property management to align goals with resident feedback and board expectations. Create training content (in-person and virtual), conduct site visits and secret-shopper assessments, manage resident welcome programs, contribute to lifestyle programming and partnerships, implement a staff recognition program, and lead onboarding while ensuring mandatory trainings are completed. Serve as a brand ambassador for Halcyon Management with professionalism and warmth, and adapt programs to deliver exceptional resident experiences across properties. Must have 5+ years in luxury hospitality/high-end residential management or service leadership, strong leadership and training capabilities, superb communication, attention to detail, and flexibility for resident events.
Required Qualifications
- 5+ years in luxury hospitality, high-end residential management, or service leadership
- Strong team leadership and staff training experience
- Impeccable communication and interpersonal skills
- Detail-oriented, proactive, and highly organized
- Experience managing service standards, SOPs, and resident satisfaction programs
- Ability to work evenings or weekends as needed for resident events or special situations
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