Resident Experience Manager - CLC
- Hamilton, ON, Canada
Full-time
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Job details
- Job type
- Full-time
- Apply by
- Experience
- 1–2 years of experience in customer service, property management, student housing, or hospitality
- Working hours
- 44 hours per week
- Posting language
- English
- Posted
Original job description
Position Summary And Job Magnitude
The Resident Experience Manager serves as the primary connection between residents and the property management team. This role ensures a positive, supportive, and engaging living environment by providing exceptional communication, timely issue resolution, and consistent community-building efforts. The Resident Experience Manager builds strong relationships with residents, coordinates service needs, supports daily building operations, and enhances overall resident satisfaction and retention. The role also provides operational support to the Operations Manager as required
Essential Functions And Basic Duties
Performance Will Be Primarily Measured On The Following Factors
Education: Preferred degree in Communications, Hospitality, Business Administration, Public Relations, Social Sciences, or a related field (or equivalent experience)
Skills/Abilities
1–2 years of experience in customer service, property management, student housing, or hospitality
Preferred Skills
Hours per Week: Scheduled 44 hours per week (may need to work more as required)
Indoor/Outdoor: Primarily on-site, within a residential building or student housing
May require occasional evening or weekend availability for events, move-in periods, or urgent resident matters
Level of Interruption: High level of interruption
Stress Level: Moderate overall stress level (peak stress levels in May and September)
Travel Outside of Location: Must hold a valid driver’s license and be willing to travel across the
city as needed
Artificial Intelligence (AI) Usage: As part of our recruitment process, AI tools may be used to assist with the screening and/or assessment of applications. Any AI-assisted screening is intended to support, and not replace, human review and decision-making.
The Resident Experience Manager serves as the primary connection between residents and the property management team. This role ensures a positive, supportive, and engaging living environment by providing exceptional communication, timely issue resolution, and consistent community-building efforts. The Resident Experience Manager builds strong relationships with residents, coordinates service needs, supports daily building operations, and enhances overall resident satisfaction and retention. The role also provides operational support to the Operations Manager as required
Essential Functions And Basic Duties
- Serve as the first point of contact for resident questions, concerns, and service requests
- Build and maintain professional, positive relationships with residents
- Coordinate maintenance requests, work orders, and vendor access; follow up to ensure completion
- Lead the front desk teams and provide scheduling
- Assist with resident move-ins, move-outs, and unit inspections
- Communicate building notices, schedules, and operational updates
- Support conflict resolution and escalate concerns when appropriate
- Conduct regular follow-ups to ensure resident issues are resolved satisfactorily
- Assist with lease-related communication, assignments and sublets, renewals, and occupancy support
- Maintain accurate records of resident interactions, complaints, and resolutions
- Collaborate closely with maintenance, housekeeping, leasing, and management teams
- Support emergency communication procedures as needed
Performance Will Be Primarily Measured On The Following Factors
- Performance Objectives
- Initiative
- Inter-Personal Skills
- Leadership
- Business & Financial Acumen
- Communications
- Self Development and Appraisal
- Health & Safety
Education: Preferred degree in Communications, Hospitality, Business Administration, Public Relations, Social Sciences, or a related field (or equivalent experience)
Skills/Abilities
- Strong communication and conflict-resolution abilities
- Excellent organizational and time-management skills
- Professional, friendly, and approachable demeanor
- Ability to handle sensitive resident matters with discretion
- Proficiency with property management software an asset, email, and Microsoft Office
- Ability to multitask in a fast-paced residential environment
1–2 years of experience in customer service, property management, student housing, or hospitality
Preferred Skills
- Experience in student housing or multifamily residential operations
- Knowledge of leasing procedures and occupancy management
- Understanding of health and safety protocols
- Experience with student life
- Bilingualism considered an asset
Hours per Week: Scheduled 44 hours per week (may need to work more as required)
Indoor/Outdoor: Primarily on-site, within a residential building or student housing
May require occasional evening or weekend availability for events, move-in periods, or urgent resident matters
Level of Interruption: High level of interruption
Stress Level: Moderate overall stress level (peak stress levels in May and September)
Travel Outside of Location: Must hold a valid driver’s license and be willing to travel across the
city as needed
Artificial Intelligence (AI) Usage: As part of our recruitment process, AI tools may be used to assist with the screening and/or assessment of applications. Any AI-assisted screening is intended to support, and not replace, human review and decision-making.
More about this job
Responsibilities
Serve as the primary contact for residents, build positive relationships, coordinate service requests and maintenance, and follow up to ensure concerns are resolved. Support building operations through front desk leadership, move-in and move-out coordination, lease and occupancy communications, recordkeeping, and collaboration with property teams.
Requirements
The role requires 1–2 years of experience in customer service, property management, student housing, or hospitality; a related degree or equivalent experience is preferred. Candidates should have strong communication, organization, time-management, and conflict-resolution skills, with discretion, multitasking ability, and proficiency in email and Microsoft Office; property management software experience is an asset.
Skills
- Resident Relations
- Customer Service
- Communication
- Conflict Resolution
- Issue Resolution
- Work Order Coordination
- Vendor Coordination
- Front Desk Leadership
- Scheduling
- Move-In and Move-Out Coordination
- Unit Inspections
- Lease Administration
- Occupancy Management
- Recordkeeping
- Microsoft Office
- Property Management Software
Visa sponsorship
Not detected in the job text
Categories
- Customer Service & Support
- Management & Leadership
- Hospitality
- Administrative
- Education
Keywords
- Resident Experience
- Property Management
- Student Housing
- Multifamily Residential Operations
- Resident Relations
- Customer Service
- Hospitality
- Maintenance Requests
- Work Orders
- Vendor Access
- Front Desk Operations
- Scheduling
- Move-In Coordination
- Move-Out Coordination
- Unit Inspections
- Lease Renewals
- Assignments and Sublets
- Occupancy Management
- Conflict Resolution
- Resident Retention
- Emergency Communication
- Health and Safety Protocols
- Property Management Software
- Microsoft Office
- Bilingualism