Guest Experience and Operations Manager

Who We Are

At Vie Management, we cultivate a workplace where innovation thrives, and every employee’s ideas are valued and put into action. While we embrace a structured, team-oriented environment, we also encourage creativity, self-discipline, and an entrepreneurial mindset.

Our commitment to diversity and inclusion enables us to attract and retain top talent, leveraging our team’s unique perspectives to drive innovation and create exceptional living experiences. By fostering collaboration and embracing new ideas, we continue to redefine modern living.

We are looking for a Guest Experience & Operations Manager who is passionate about hospitality, resident satisfaction, and operational excellence. In this role, you will lead efforts to create an upscale, community-driven living experience while ensuring seamless day-to-day operations. If you thrive in a fast-paced setting, excel at building relationships, and take a proactive approach to service, we want to hear from you!

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Un jour dans la vie de (A day in the life of)

Guest Relations & Upscale Service:

• Greet and welcome guests in a professional, friendly, and courteous manner to create a lasting positive impression.
• Provide an upscale guest service experience by anticipating resident needs and ensuring a seamless living environment.
• Serve as a point of contact for residents, addressing concerns promptly and professionally to enhance satisfaction.
• Conduct regular follow-ups with residents regarding maintenance requests, special occasions, and general concerns.
• Implement strategies to improve guest engagement and foster a sense of community.

Operational Oversight & Housekeeping Collaboration:

• Work closely with housekeeping and maintenance teams to ensure cleanliness, functionality, and overall excellence of common areas and residential units.
• Conduct regular property walks to assess the condition of amenities, hallways, and residential units, ensuring they meet upscale standards.
• Coordinate with maintenance to schedule repairs, inspections, and preventative maintenance efforts.
• Oversee housekeeping standards for move-in readiness, model apartments, and guest common areas.
• Ensure all service requests are handled promptly, communicating timelines and follow-ups with residents.

Team Leadership & Performance Management:

• Direct the hiring, training, and performance evaluation of customer experience staff to maintain a high level of service.
• Provide ongoing coaching and support to staff, ensuring they align with company values and guest service expectations.
• Supervise daily operations to maintain efficiency and ensure a seamless experience for residents.
• Foster teamwork between customer experience, housekeeping, and maintenance teams to optimize guest satisfaction.

Resident Perks Program & Community Engagement:

• Develop, maintain, and enhance the Resident Perks program to drive resident satisfaction and retention.
• Organize and execute resident events to encourage community involvement and positive resident interactions.
• Engage in community outreach to build brand awareness and strengthen relationships with local businesses.
• Gather and analyze resident feedback to implement improvements in guest service offerings.

Marketing & Leasing Support:

• Collaborate with the Marketing Department to create engaging content for social media and promotional campaigns.
• Assist in developing marketing plans that align with business objectives and drive leasing efforts.
• Support leasing activities, including resident inquiries, unit tours, and lease renewals.
• Maintain an updated Renewal Log and ensure proactive communication with residents regarding lease extensions.

Compliance & Property Standards:

• Stay informed on fair housing laws and ensure compliance in all resident interactions.
• Monitor and enforce community policies, ensuring residents adhere to guidelines that contribute to a respectful and well-maintained environment.
• Conduct routine inspections to uphold the highest quality standards in residential units and shared spaces.

Property Management Assistance:

• Assist the General Manager with property management duties, including inspections, reporting, and operational oversight.
• Take on leadership responsibilities in the GM’s absence to ensure continued smooth operations.
• Maintain clear communication across departments to enhance efficiency and resident experience.

Administrative & Communication Responsibilities:

• Answer all incoming phone calls professionally and direct them appropriately.
• Perform timely and accurate data entry of resident information in property management systems (Entrata or equivalent).
• Conduct customer service calls and surveys to assess resident satisfaction and implement improvements.
• Provide detailed reports and recommendations to improve guest service, operations, and property maintenance.

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Who you are –

·      Audacious, Adventurous, Bold, and Enthusiastic

·      Health conscious and active

·      Connected and sociable

·      Accessible and charitable

·      Diverse and unique

What we offer - 

• Competitive salaries
• Comprehensive benefits packages including health insurance and retirement plans
• Generous paid time off
• Performance-based bonuses and commissions
• Wellness programs
• Professional development opportunities

Must have abilities -

·      Natural Credibility and Leadership Skills - Diversity of experience through Hospitality, sales, operations, development and Student Housing

·      Energetic and Supportive – Entrepreneurial spirit; “go-getter”

·      Ability to Communicate – Open, honest, gives and receives feedback; expresses ideas and thoughts

·      Empathetic – Kind; treat other fairly

·      Ability to Make Tough Decisions – Problem solver, provokes thought, and moves quickly toward action

Qualifications –

·     Minimum 3 years management experience in, Hospitality, Resort or Property Management

·     Sales and business development experience

·     Experience with Microsoft Office (word, excel, PowerPoint)

·     Experience with Entrata preferred

·     Field management, experiential marketing, sales, marketing, business development

·     Managing integrated marketing campaigns from inception to completion