Join to apply for the Resident Experience Coordinator role at Twinlite.
The Role
We're seeking a dynamic, hospitality-minded professional to design and execute an engaging calendar of events and activities for our residents. As the Resident Experience & Events Coordinator, you'll be the face of our building community, fostering connections, ensuring top-tier service, and leveraging customer-service platforms (e.g., Zendesk) to deliver seamless support.
Key Responsibilities
1. Work closely with Building Management, Maintenance, Concierge, and Marketing teams to coordinate services and promotions.
2. Support leasing team by offering building tours, highlighting community events, and helping to onboard new residents.
3. Configure and manage event-related workflows in customer-service/CRM systems (e.g., ticketing, automation, reporting).
4. Generate regular reports on ticket volume, response times, event ROI, and resident satisfaction.
5. Recommend and implement process improvements to streamline resident-facing services.
6. Serve as first point of contact for resident inquiries related to events, amenities, and building services.
7. Triage and resolve support tickets through Zendesk (or similar customer-service platforms), including logging issues, escalating to maintenance or management, and ensuring timely resolution.
8. Maintain accurate records of resident requests, event attendance, and satisfaction surveys.
9. Develop and distribute monthly event calendars, newsletters, and community updates.
10. Maintain active outreach via email, building portal, and in-building signage.
11. Solicit resident feedback and track participation trends to continually refine offerings.
12. Design, organize, and execute on-site events (e.g., social mixers, fitness classes, holiday celebrations, workshops).
13. Source and manage relationships with vendors, entertainers, and guest speakers.
14. Oversee event budgets, logistics, set-up/tear-down, registration, and post-event follow-up.
Experience & Qualifications
1. Hospitality & Customer Service: Minimum of 2-3 years in hospitality, hotel operations, residential/community services, or a similar customer-focused environment.
2. Systems Proficiency: Hands-on experience with Zendesk or equivalent ticketing/CRM systems; comfortable learning new software tools quickly.
3. Event Management: Proven track record planning, budgeting, and delivering both large-scale and intimate community events.
4. Communication Skills: Excellent verbal and written communication, with the ability to craft clear resident-facing materials.
5. Organizational Skills: Detail-oriented, capable of managing multiple projects and deadlines simultaneously.
6. Tech Savvy: Proficient in Microsoft Office (Word, Excel, Outlook) and comfortable with digital communications (email marketing platforms, building portals, social media).
7. Education: Bachelor's degree in Hospitality Management, Business Administration, Communications, or equivalent work experience preferred.
8. Availability: Flexibility to work occasional evenings, weekends, and holidays to support event schedules.
Key Competencies
1. Resident-Centric Mindset: A genuine passion for creating welcoming experiences and building community.
2. Problem Solver: Resourceful in troubleshooting issues and turning challenges into positive outcomes.
3. Team Player: Collaborative approach, able to liaise effectively across departments.
4. Creative Thinker: Innovative in programming events and activities that cater to diverse resident interests.
What We Offer
1. Competitive salary and performance-based bonuses.
2. Benefits package (including healthcare).
3. Professional development opportunities in hospitality and community management.
4. A vibrant, supportive team environment in a luxury residential setting.
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