Assistant General Manager – Hospitality & Resident Experience

The Assistant General Manager – Hospitality & Resident Experience is a key community leadership position responsible for ensuring that the experience promised to residents and prospects is consistently delivered throughout everyday life at Residences at Southlake.

Working alongside the General Manager, this role serves as the primary internal leader of hospitality, resident service standards, leasing execution, and the overall day-to-day customer experience.

This is not a traditional Assistant General Manager role heavily centered on accounting or administrative functions. While the position supports the overall business and operational success of the community, its primary focus is inside the community—our residents, our associates, our service delivery, our leasing experience, and the execution of Kairoi’s hospitality and brand standards.

The Assistant General Manager connects the different functions within Southlake to ensure the resident experiences one community and one standard of service rather than separate departments.

From the first tour through move-in, everyday living, service requests, amenities, renewal and resident recovery, this leader helps ensure Southlake delivers an experience that feels intentional, elevated, personal and consistent.

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES

Internal Hospitality Leadership

• Serve as the primary day-to-day leader of hospitality and customer experience throughout the community.

• Maintain a highly visible presence within Southlake, regularly engaging with residents, prospects, guests and associates.

• Ensure Kairoi’s hospitality standards and Southlake’s service expectations are understood and consistently delivered across leasing, resident experience, concierge, maintenance and other customer-facing functions.

• Create a culture of anticipation rather than reaction—encouraging associates to recognize resident needs, preferences and opportunities before they become requests or concerns.

• Regularly inspect the community through the eyes of the resident, including arrival, common areas, amenities, leasing spaces, resident touchpoints, service interactions and overall atmosphere.

• Ensure the details of the physical environment and the human experience consistently support the Southlake brand promise.

Resident Journey & Service Execution

• Own the consistency of the resident journey once someone enters the Southlake experience.

• Help ensure promises made during the prospect and leasing process are translated into the resident’s lived experience after move-in.

• Monitor key resident touchpoints including move-in, introductions, service requests, amenity experiences, communication, milestone moments, renewals and service recovery.

• Serve as a senior escalation point for resident concerns and ensure issues are handled with empathy, urgency, ownership and appropriate follow-through.

• Partner closely with maintenance and service leadership to ensure resident requests are not only completed but that communication and follow-up reflect the hospitality standards of Southlake.

• Identify recurring friction points within the resident experience and work with the General Manager and team to create sustainable solutions.

Leasing & Community Performance

• Remain actively connected to daily leasing activity and understand the community’s traffic, conversion, occupancy, renewal and revenue goals.

• Support the leasing team through coaching, prospect engagement, tours, follow-up and service expectations.

• Ensure the leasing experience itself reflects the hospitality standards expected once someone becomes a resident.

• Use performance data and resident feedback together to understand where the customer journey can be improved.

• Maintain awareness of key community KPIs including:

  • Traffic and qualified traffic

  • Overall marketing analytics

  • Revenue and Occupancy goals

  • Renewals and retention strategy

  • Resident satisfaction program

  • Online reputation program and response rate

  • Service response and completion

  • Resident referral

  • Resident engagement campaigns and events

• Understand that hospitality is a business strategy and that exceptional execution contributes directly to retention, referrals, reputation, pricing power and NOI.

Resident Experience & Belonging

• Partner closely with the Resident Experience Manager to ensure programming and resident engagement support the broader hospitality strategy for Southlake.

• The Resident Experience Manager may lead events, resident communications, programming and community-building initiatives, while the Assistant General Manager helps ensure those experiences are integrated into the overall resident journey and supported operationally.

• Be present at key resident experiences and ensure the team is delivering the appropriate level of hospitality before, during and after each interaction.

• Use resident participation, sentiment and feedback to understand what experiences residents value and where opportunities exist to strengthen connection and loyalty.

• Encourage everyday hospitality—not simply scheduled events—so residents consistently feel known, welcomed and valued.

Team Leadership & Service Culture

• Act as an extension of the General Manager in leading the community team.

• Coach associates on hospitality, communication, emotional intelligence, resident interaction, leasing, problem-solving and service recovery.

• Ensure every associate understands their role in delivering the resident experience.

• Create accountability around service standards while maintaining a culture rooted in warmth, ownership and genuine care.

• Promote strong communication and coordination among leasing, maintenance, resident experience, concierge, hospitality and community leadership.

• Help develop associates who understand both the emotional side of hospitality and the business outcomes exceptional service produces.

Partnership with the External Partnerships & Brand Role

• The Assistant General Manager will work collaboratively with the community’s Partnerships & Brand leader while maintaining a distinctly different focus.

• The Partnerships & Brand role looks outward—developing relationships with local businesses, corporations, brokers, organizations, referral partners and the broader Southlake community to increase awareness, strengthen the brand and create opportunities that benefit both prospective and current residents.

• The Assistant General Manager looks inward—ensuring that once a prospect, resident, partner or guest interacts with Southlake, the experience delivers on the promise being communicated externally.

This creates an important connection:

• Partnerships creates the opportunity.
Marketing creates awareness.
Leasing introduces the experience.
The AGM ensures we deliver it.
Resident Experience deepens the relationship.
The GM ensures the entire business performs.

• The AGM may support external events, relationships or outreach when needed, particularly when resident experience or hospitality expertise is valuable, but external business development and community partnership ownership should not be the primary responsibility of this position.

LEADERSHIP MODEL

General Manager

• Owns the overall business.

• Responsible for community strategy, financial performance, team leadership, risk, operations and overall results.

Assistant General Manager – Hospitality & Resident Experience

• Owns the internal execution of the experience.

• Connects leasing, hospitality, service delivery, resident satisfaction, team standards and community KPIs.

Resident Experience Manager

• Owns engagement and belonging.

• Leads resident programming, communication, events, activations and opportunities that strengthen community connection.

Partnerships & Brand Manager

• Owns the external ecosystem around Southlake.

• Builds corporate, broker, business and community partnerships; supports outreach and referral generation; develops brand relationships; and helps position Southlake within the broader market.

Together, these four positions create a complete hospitality and business model: Attract. Welcome. Deliver. Engage. Retain. Advocate.

MEASURES OF SUCCESS

Success in this role should be visible in both resident experience and community performance, including:

• Resident satisfaction and sentiment

• Consistency of hospitality standards

• Quality of resident and prospect interactions

• Leasing conversion

• Occupancy and economic occupancy

• Renewal and retention performance

• Online reputation

• Service response, communication and follow-up

• Resident referrals

• Execution of move-in and resident journey standards

• Team hospitality performance

• Cross-functional execution

• Overall delivery of the Kairoi and Southlake brand promise

SKILLS AND EXPERIENCE

• 3-4 years of experience in luxury property management or a related hospitality or customer service field.

• Associate's Degree or equivalent preferred.

• Familiarity with relevant federal, state, and local laws and regulations (Fair Housing, evictions, etc.).

• Strong financial acumen and ability to accurately calculate figures (concessions, late fees, etc.).

• Excellent professionalism and communication skills, with the ability to interact effectively with high-net-worth individuals.

• High attention to detail and ability to maintain a polished and professional demeanor.

• Positive, customer-focused attitude and a willingness to serve.

• Must have a valid driver's license with no major infractions in the last 12 months.

ADDITIONAL CONSIDERATIONS

• Possess a deep understanding of the discerning tastes and expectations of ultra-high-net-worth individuals and a proven ability to foster a sense of exclusivity and personalized service.

• Eloquence to showcase the unique features and custom amenities of an upscale community, highlighting its exclusivity and personalized services.

• Maintain an impeccable personal presentation and project a polished, professional demeanor that reflects the sophisticated ambiance of the property.

• Demonstrate expertise in concierge services, resident events, and lifestyle programming tailored to the discerning tastes of a luxury clientele.

REGIONAL LAWS AND REGULATIONS

The Assistant General Manager must be knowledgeable of and comply with all applicable state and federal laws and regulations, including Fair Housing laws, landlord-tenant laws, and privacy laws. Specific regional considerations include:

• Arizona: Arizona Residential Landlord and Tenant Act

• California: California Tenant Protection Act of 2019

• Colorado: Colorado Warranty of Habitability

• Florida: Florida Residential Landlord and Tenant Act

• Georgia: Georgia Landlord-Tenant Handbook

• North Carolina: North Carolina Residential Rental Agreements Act

• South Carolina: South Carolina Residential Landlord-Tenant Act

• Utah: Utah Fit Premises Act

• Tennessee: Tennessee Uniform Residential Landlord and Tenant Act

• Virginia: Virginia Residential Landlord and Tenant Act

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is often exposed to outside weather conditions. The noise level in the work environment is usually moderate.

This job description is intended to provide a general overview of the Assistant General Manager role. The specific duties and responsibilities may vary depending on the needs of the community.