Halcyon Management Group LLC. is seeking a visionary and service-driven Director of Resident Experience to lead the creation and implementation of our first-ever Residential Hospitality Program. This senior leadership role will oversee training ofall resident-facing functions from doormen and concierge to porters and amenity staff and will be responsible for cultivating a hospitality-first culture that delivers a white-glove standard of excellence at every touchpoint. Ideal candidates will bring a background in hospitality, luxury residential, or high-end lifestyle operations, with a passion for building exceptional service experiences from the ground up.

Scroll down to find an indepth overview of this job, and what is expected of candidates Make an application by clicking on the Apply button. Key Responsibilities: Create and launch Halcyon Managements Residential Hospitality Program, inspired by best practices from world-class hotel brands. Champion a five-star hospitality culture across all resident-facing operations and staff. Supervise, train, and guide building staff (concierge, front desk, doormen, porters, amenity personnel) to deliver elevated, consistent service. Support building staff in delivering exceptional resident experiences by providing training, guidance, and tools. Develop and enforce service protocols and resident engagement standards tailored to each property. Collaborate with property management teams to align program goals with operational needs, board expectations, and resident feedback. Design and deliver training content for both building and management staff, including in-person and virtual formats. Establish quality assurance protocols, including secret-shopper assessments and regular site visits. Create and manage resident welcome programs. Assist in lifestyle programming and community partnerships to enhance the resident experience. Develop and manage a staff recognition program to celebrate excellence in hospitality. Lead virtual onboarding sessions and ensure compliance with mandatory training requirements. Support issue resolution and track performance goals across properties. Document and maintain SOPs for the Residential Hospitality Program. Serve as a brand ambassador, representing Halcyon Management with professionalism and warmth. Qualifications & Experience: Bachelors degree in Hospitality Management, Business Administration, Property Management, or a related field is required. Advanced degree or certifications in hospitality, training & development, or real estate management are a plus. Minimum 35 years of experience in hospitality, luxury residential services, or property management. Proven track record in developing and implementing training programs or service standards. Experience working with high-end residential clientele or luxury service environments (e.g., hotels, private clubs, or upscale residential buildings). Familiarity with property operations, staff supervision, and customer service best practices. Strong leadership and team development skills. Excellent communication and interpersonal abilities. Ability to design and deliver engaging training content. High attention to detail and a passion for service excellence. Proficiency in Microsoft Office Suite; experience with property management or training software is a plus. Ability to travel between properties as needed. Flexibility to work occasional evenings or weekends for training or special events. Strong organizational and project management skills.