The Resident Experience Manager (REM) leads the building's tenant-facing and administrative operations, overseeing four coordinators across two functions: Administrative and Resident Services. This is a player-coach role - the REM sets the service culture and operational standards for the front desk and concierge function, ensures administrative processes run accurately and on time, and acts as the primary escalation point for tenant issues below the Senior Property Manager. For a new development entering lease-up, this role is central to establishing the building's reputation and resident experience from day one.KEY RESPONSIBILITIESDirectly supervise, coach, and develop a team of coordinators across the Administrative and Resident Services functionsSet daily priorities and manage shift scheduling across the front desk operationConduct regular one-on-ones, performance check-ins, and annual reviews for all direct reportsLead onboarding and training for new team members, establishing service standards and procedures from the ground up during lease-upIdentify development needs and work with the Senior PM to address training gapsFront Desk & Concierge Service StandardsOwn the building's front desk and concierge operation - set service standards, model professional conduct, and ensure consistent delivery across all shiftsEnsure the lobby and front desk environment creates a welcoming first impression for residents, guests, and prospective tenantsOversee the Station House tenant app as the primary digital service touchpoint - monitor response times and ensure team adoptionMonitor online reputation (Google, RentBoard) and respond to reviews professionally and promptlyDevelop and maintain front desk SOPs, service scripts, and escalation protocolsDrive team adoption and maximize the capabilities of all building technology platforms, including the Station House app; stay current on new features,



ensure all team members are trained and utilizing available tools, and champion digital-first workflows across front desk and administrative operationsOversee the full administrative function: lease documentation, legal notices, LTB filings, arrears tracking, tenant files, rentable items, and compliance submissionsReview and quality-check work product from Administrative Coordinators, ensuring accuracy and adherence to RTA timelinesEscalate legal, compliance, and arrears issues to the Senior PM with appropriate context and recommendationsEnsure Yardi is used accurately and consistently across both functions and flag data quality issues as neededSupport the leasing and marketing teams as needed including preparation of market data, rents, concessions, competitor activity and maintaining ILS updating.Tenant Relations & EscalationServe as the first escalation point for unresolved tenant complaints, lease disputes, and service failures from the coordinatorsHandle sensitive or complex tenant situations with professionalism, empathy, and sound judgmentCoordinate with the Facilities Manager on tenant-impacting maintenance issues and ensure residents receive timely updatesSupport the Senior PM in conflict resolution and LTB preparation when requiredCommunity & Amenity ProgrammingOversee the resident events calendar and community programming delivered by the Resident Services teamManage amenity booking systems and enforce policies consistentlySupport the lease-up experience by creating a strong community atmosphere for early residentsQUALIFICATIONSMinimum 4–5 years of experience in residential property management, hospitality, or a related tenant/customer experience roleMinimum 2 years of supervisory or team lead experienceStrong working knowledge of Ontario's Residential Tenancies Act, including leasing, notices, and LTB processesProficiency in Yardi or equivalent property management softwareExperience with tenant engagement platforms (RISE or similar) an assetExceptional interpersonal skills - comfortable managing a team, handling escalations, and representing the building professionallyStrong written communication skills; experience drafting tenant communications, notices, and SOPsCORE COMPETENCIESTeam Leadership & CoachingService Culture DevelopmentOrganizational & Operational OversightAttention to Detail & Quality ControlAdaptability in a High‑Volume EnvironmentCOMPENSATIONThe expected annualized base salary range for this position is $70,000 - $95,000. The actual salary offered will take into consideration a wide array of factors including, but not limited to, the individual’s skill, experience, and relevant education or training.Base salary is only one component of Hazelview’s competitive total rewards package. Other offerings also include annual bonuses, recognition rewards program, comprehensive health and dental benefits, continuous development opportunities, and a variety of paid time off plans (e.G. vacation, wellness, volunteering, summer flex days).Hazelview Property Services Inc. is an inclusive and equal prospect employer. If you require an accommodation to participate in any aspect of the recruitment process or to perform essential job functions, please let us know. We will work with you to accommodate your needs in accordance with all applicable legislation. Information related to accommodation requirements will be addressed confidentially.#J-18808-Ljbffr

📌 Resident Experience Manager - C$70,000 - C$95,000 A Year (Toronto)
🏢 Hazelview Property Services
📍 Toronto