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Resident Services Manager

Job Title:         Resident Services Manager

Division:          Multifamily  

Status:             Non-Exempt

JOB SUMMARY: The Resident Services Manager plays a critical leadership role in creating a welcoming, connected, and service-driven environment for residents. This position is responsible for managing resident satisfaction and retention strategies, resolving service issues, coordinating resident communications and events, and supporting the operational goals of the community. As a key liaison between residents and the property team, the Resident Services Manager helps foster a sense of community, improves quality of service, and ensures a high standard of living for all residents. 

ESSENTIAL DUTIES AND RESPONSIBILITIES: include the following but are not limited to the job specifications contained herein.  Additional duties or job functions that can be performed safely may be required as deemed necessary by Harbor Group Management Company. 

• Serve as the primary point of contact for resident concerns and escalate complex issues as needed; respond to and resolve resident complaints in a timely, courteous, and effective manner.

• Monitor and follow up on service requests and move-in satisfaction; conduct 24-hour call-backs to ensure resolution and resident satisfaction.

• Collaborate with the leasing and management teams to support resident renewal efforts, identify retention opportunities, and deliver exceptional resident support throughout the lease lifecycle.

• Advise the Property Manager on emergency issues, critical feedback, or trends that could impact resident relationships or property performance.

• Develop, plan, and execute resident events, programs, and community-building initiatives that foster engagement and satisfaction.

• Coordinate and produce resident communications, including newsletters, surveys, welcome materials, lease violation notices, and digital content for resident portals or community apps.

• Promote rentable amenities and services within the community to increase usage and generate additional revenue.

• Maintain and distribute resident welcome gifts, birthday acknowledgments, and move-in resources such as keys/fobs/access credentials.

• Conduct regular property walks to inspect overall curb appeal, cleanliness, and readiness of amenities, model units, tour paths, and the leasing office.

• Support coordination of vendors and resident communications during maintenance events or emergency repairs.

• Monitor and respond to messages from the front desk phone, email, and answering service throughout the day.

• Review nightly reports from Courtesy Patrol and Valet services and follow up on incident reports or lease violations as needed.

• Assist in service quality improvement by using feedback systems such as Anyone Home (CRM), Reputation.com, or similar platforms to track resident sentiment and identify areas for enhancement.

• Lead and mentor front desk, concierge, or resident services team members where applicable.

• Participate in team meetings and cross-functional collaboration to support community performance metrics.

• Contribute to marketing and branding efforts by enhancing the community’s public image through social events and resident satisfaction.

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. 

• High School Diploma or equivalent.

• Minimum of 1 year of experience in the property management industry.

• Previous supervisory or team leadership experience is strongly preferred.

• Strong background in customer service, conflict resolution, and community relations.

• Proficient with Microsoft Office and Property Management software experience is a must.   

• Experience with event planning, marketing, or public relations is a plus.

• Excellent organizational and communication skills with the ability to manage multiple tasks and deadlines in a fast-paced environment. 

• Flexibility to work weekends if required by the property.

• Valid driver’s license required (for operating golf carts if applicable).

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