Resident Experience Concierge

Position Summary

The Resident Experience Concierge is the on-site representative responsible for maintaining resident satisfaction, property presentation, and operational support. They serve as the eyes and ears of the property, assisting with tours, move-ins, inspections, and communication between residents and the central office.

Essential Responsibilities

Resident and Guest Relations

• Warm Welcomes: Greet all residents, vendors, and prospects with genuine professionalism and a welcoming, hospitable demeanor, creating a positive first impression and fostering a strong sense of community.
• Tour Support: Proactively assist Sales andLeasing Specialists by ensuring all model units are impeccably staged and presentable for tours. This includes opening doors, turning on lights, and making sure the units are clean and inviting.

Unit Management and Preparation

• Move-in/Move-out Inspections: Conduct thorough move-in and move-out walks with residents, meticulously documenting the unit's condition in AppFolio. All findings and any necessary repairs should be promptly reported to the Maintenance Coach and Coordinator.
• Pre-Move-in Readiness: Confirm the complete readiness of units prior to scheduled move-ins, ensuring they meet all quality standards and resident expectations for a smooth transition.

Communication and Property Upkeep

• Resident Communications: Deliver important notices, letters, and various resident communications as assigned, ensuring timely and accurate dissemination of information.
• Property Aesthetics: Continuously monitor and report on the overall cleanliness, curb appeal, and lighting of the property, proactively identifying areas for improvement to maintain a pristine and attractive environment.
• Feedback and Issue Resolution: Provide valuable feedback to the Resident Experience team regarding any resident concerns, potential issues, or areas where the resident experience could be enhanced, contributing to continuous improvement.

Community Engagement and Safety

• Event Support: Actively assist with community events and engagement initiatives, helping to foster a vibrant and connected resident community. This may include setup, coordination, and resident interaction.
• Safety Awareness: Maintain a strong awareness of safety protocols and potential hazards on the property, immediately reporting any safety concerns or incidents to the appropriate personnel to ensure a secure environment for all.

Key Performance Indicators (KPIs)

Tour readiness

100%

Resident satisfaction

=4.5/5

Daily site reports completed

100%

Escalation reporting timeliness

Immediate

Skills

• Strong interpersonal and customer service skills
• Basic maintenance awareness
• Reliable, professional, and organized
• Ability to use AppFolio mobile and Google Forms for reporting
• Prior hospitality, leasing, or resident service experience preferred

STABLE Values in Action

• Show Up & Own It: Be present, dependable, and accountable for resident needs.
• Take Action: Address and escalate concerns immediately.
• Always Growing: Learn from feedback to improve resident interactions.
• Be Real: Maintain genuine, empathetic communication.
• Lead with Humility: Support central teams and residents without ego.
• Excellence in Everything: Represent RAM professionally in every interaction.