Manager, Resident Experience

1 week ago

Old Toronto, Canada Fitzrovia Real Estate Inc Full time

Manager, Resident Experience

Full-Time One Year Contract

About the Role:

Fitzrovia is seeking to hire a Manager, Resident Experience to join our team. The Manager, Resident Events will develop and lead the strategy, planning, and execution of Fitzrovia’s overall resident experience program, and will oversee the creation of connected and vibrant communities.

The ideal candidate will be an experienced hospitality leader adept at developing brand-wide events execution and setup standards that bring a wide variety of experiences to life. This role will be responsible for creating and implementing fun, vibrant, engaging, and inclusive communities throughout Fitzrovia. Whether it is launching a new building, hosting intimate resident events, or celebrating memorable moments, the Manager, Resident Experience delivers a seamless event experience from start to finish.

At Fitzrovia, we pride ourselves on being an entrepreneurial and innovative organization, which makes this role well suited for a candidate looking to roll up their sleeves, wear multiple hats and contribute to all aspects of real estate investment and development.

Key Responsibilities:

Events Strategy and Fitzrovia Standards

  • Support with the strategy, planning, and execution of Fitzrovia’s overall resident events program
  • Upholding service standards for Fitzrovia’s property-level events, including how our events should look and feel
  • Frequently attend resident events to develop the property’s community and host events
  • Managing post-event surveys, and developing strategies to improve future events
  • Conduct regular training with property-level colleagues on all areas of event delivery
  • Observe service behaviors of employees and provide feedback to individuals and/or managers
  • Display leadership in resident hospitality. Lead by example in all ways to exemplify excellent customer service and create a positive atmosphere for the team and community
  • Frequently attend stand-up meetings and weekly property team meetings
  • Proactively assess the needs of residents and develop or modify service standards to drive the resident experience
  • Work with property leaders to continue developing Fitzrovia’s high-performance culture through implementation of training and resident feedback
  • Oversee and manage all online reviews (i.e., Google, Facebook) for all Fitzrovia vertical businesses
  • Oversee and manage listing management and online communication with prospects/residents/customers
  • Create action plans for all negative reviews and work with site teams to address all concerns
  • Collaborate and support the Marketing Team with any online review-related initiatives involving prospects or residents
  • Lead the design, development, and implementation of high-impact learning and training strategies for our employees related to customer service
  • Identify and develop new training, programs, and tools to help employees identify specific behaviors that will contribute to service excellence and align with Fitzrovia’s overall service strategy
  • Oversee and support the onboarding training program for new team members, ensuring understanding of standards and expectations, conducting regular reviews with Property Managers and leadership
  • Facilitate in-house training sessions
  • Identify and manage strategic training through third-party partnerships, ensuring the Company incorporates the principles from these sessions into our program
  • Partner with leadership team to identify performance gaps and to develop and implement training to improve performance
  • Work in collaboration with various departments to assist with developing new initiatives
  • Manage annual training and events calendar training for all property management team members
  • Establish and maintain individual and organizational performance evaluation methods and metrics, ensuring programs continue to be effective (i.e. attendance, participant feedback, etc.)
  • Oversee and manage resident satisfaction surveys
  • Create weekly resident experience reports and report findings to greater Fitzrovia team members
  • Create resident experience reports to support investments and asset management

Qualifications and Experiences

  • Bachelors degree, Diploma, or Certificate in Business, Hospitality, Real Estate, or related discipline
  • 5-7 years of experience at a senior manager or director level in hospitality or property management operations
  • 5-7 years of experience specifically in employee training, including the development and facilitation of training courses and materials
  • Proven experience developing and implementing new processes, procedures, and standards
  • Experience with new openings and acquisitions (of hotels, residential or commercial properties)
  • Track record of providing world-class customer service
  • Ability to think analytically and analyze resident metrics and reports
  • Superior communication skills and ability to influence others
  • Ability to work well under pressure and within tight deadlines
  • Self-motivated, curious, responsive, and result driven
  • Strong teamwork, decision & problem-solving, organizational and communication skills

Why Fitzrovia:

Fitzrovia is a vertically integrated development and asset manager focused on Class-A and vintage-style apartment buildings across the Greater Toronto Area (GTA) and Montreal. Fitzrovia provides best-in-class development, construction, property and asset management with a focus on design, active lifestyle management and exceptional customer service.

Fitzrovia partners with public institutions, pension funds and high net worth investors who have a bias towards long-term cash flow generating assets. The company is the largest developer of purpose-built rental apartments in Canada with over $9 billion of assets under management.

We focus on our people and our culture, and offer a competitive salary, benefits, and career development opportunities. Fitzrovia’s commitment to hospitality is at the core of our DNA. To learn more about Fitzrovia, our people and our properties, visit www.fitzrovia.ca.

Fitzrovia is an equal opportunity employer and is committed to creating an inclusive environment for all our employees. If you require reasonable accommodation during the recruitment process, please reach us at careers@fitzrovia.ca.

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