Position Title: Director of Resident Experience

Location: Brooklyn, NY

Compensation: $150k-200k+ bonuses

Company Overview

We are a leading residential real estate firm specializing in the management of high-end luxury properties across New York City. Our focus is on delivering five-star living experiences through exceptional service, hospitality-driven operations, and thoughtfully curated amenities that enhance modern urban living.

Position Overview

We are seeking a dynamic and service-driven Director of Resident Experience to lead all resident-facing functions and cultivate a hospitality-first culture across the property. This individual will be responsible for ensuring every touchpoint — from doormen and concierge to porters and amenity staff — aligns with a white-glove standard of excellence.

This is a senior leadership role, ideal for someone with a background in hospitality, luxury residential, or high-end lifestyle operations.

The Ideal Candidate

You are a proactive leader who understands how to build community, train staff in elevated service delivery, and ensure every resident feels prioritized, welcomed, and valued. You thrive in fast-paced environments and hold yourself and others to the highest standards of professionalism and warmth.

Key responsibilities

• Create and launch Residential Hospitality Program, inspired by best practices from world-class hotel brands.
• Champion a five-star hospitality culture across all resident-facing operations and staff.
• Supervise, train, and guide building staff (concierge, front desk, doormen, porters, amenity personnel) to deliver elevated, consistent service.
• Support building staff in delivering exceptional resident experiences by providing training, guidance, and tools.
• Develop and enforce service protocols and resident engagement standards tailored to each property.
• Collaborate with property management teams to align program goals with operational needs, board expectations, and resident feedback.
• Design and deliver training content for both building and management staff, including in-person and virtual formats.
• Establish quality assurance protocols, including secret-shopper assessments and regular site visits.
• Create and manage resident welcome programs.
• Assist in lifestyle programming and community partnerships to enhance the resident experience.
• Develop and manage a staff recognition program to celebrate excellence in hospitality.
• Lead virtual onboarding sessions and ensure compliance with mandatory training requirements.
• Support issue resolution and track performance goals across properties.
• Document and maintain SOPs for the Residential Hospitality Program.
• Serve as a brand ambassador, representing Halcyon Management with professionalism and warmth

Qualifications (Must-Haves)

• 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

Why Apply

• Work in an environment that values innovation, hospitality, and excellence

• Competitive compensation package with full benefits

• Play a pivotal role in shaping a best-in-class resident experience

Email resumes to yanky@maiplacement.com