Why Work With Us?
At York Property Management, we’re committed to creating a workplace where employees thrive. From fostering collaboration to celebrating successes, we’re here to support you every step of the way with:
- Supportive Team Culture: Work with a welcoming and inclusive team that values your contributions.
- Career Development Opportunities: Advance your career through opportunities for growth, mentorship and leadership.
- Employee Recognition Program: Your hard work and loyalty do not go unnoticed through our peer recognition program.
About the Role
The Manager of Resident Experience – Luxury is responsible for delivering a highly elevated resident experience within our luxury residential portfolio.
This is a high-touch, service-oriented role that requires the professionalism and attention to detail you would expect in a luxury hotel, resort, private club or other high-end hospitality environment. You will be a highly visible representative of York Property Management and an important point of contact for residents, prospective residents, vendors and internal teams.
Reporting to the Community Manager, you will oversee the day-to-day resident experience and administration of the property. You will supervise the cleaning associate assigned to your buildings and work closely with Maintenance Technicians and other members of the property management team.
This role is ideal for someone who:
- Has experience delivering exceptional service in a luxury hotel, resort, private club, high-end residential or other hospitality environment
- Understands that luxury service is about more than being friendly—it is about anticipating needs, following through, maintaining standards and creating a consistently polished experience
- Can be warm and personable while also being confident, firm and professional when boundaries need to be established
- Has excellent judgment and can prioritize competing requests based on urgency, resident impact, property standards and business needs
- Is comfortable respectfully pushing back when necessary and advocating for the resident experience and long-term quality of the property
- Can balance the expectations of ownership, residents, vendors and internal teams without losing sight of the property's service standards
- Takes ownership of issues and follows them through to resolution rather than simply passing them along
- Remains composed and professional when dealing with demanding residents, competing priorities or unexpected situations
Priorities change regularly in this position. The successful candidate must be adaptable, exercise sound judgment and be able to quickly determine what requires immediate attention, what can wait and when escalation is appropriate.
Responsibilities
Resident & Guest Experience
- Provide an exceptional, polished and professional experience to residents and prospective residents
- Serve as a visible and approachable representative of the property and York Property Management
- Respond to resident matters promptly while maintaining appropriate professional boundaries
- Anticipate resident needs and identify opportunities to improve the overall resident experience
- Handle difficult or sensitive conversations calmly, professionally and confidently
- Address concerns and service issues with appropriate urgency while maintaining a solutions-focused approach
- Maintain detailed records of resident interactions, notes and follow-up activities in Propertyware
- Ensure resident concerns and requests are followed through to completion
Service Standards & Property Presentation
- Maintain the high standards expected within a luxury residential environment
- Conduct regular property and common-area inspections and identify deficiencies requiring attention
- Work with cleaning and maintenance teams to ensure issues are addressed promptly and to the expected standard
- Hold service providers and team members accountable for meeting established property standards
- Identify recurring issues and recommend improvements rather than simply addressing individual problems
Maintenance Coordination
- Receive and coordinate resident maintenance requests
- Work closely with the maintenance team to ensure requests are addressed in a timely and professional manner
- Follow up on outstanding requests and communicate appropriately with residents
- Identify urgent or recurring maintenance concerns and escalate when required
- Ensure residents are kept informed when repairs require additional time or coordination
Cleaning & Inventory Management
- Supervise and provide direction to the cleaning associates assigned to the buildings
- Conduct regular inspections to ensure cleaning tasks meet established York Property standards
What We're Looking For
- Demonstrated experience in luxury hospitality, resort, hotel, private club, high-end residential or similarly service-intensive environments
- Exceptional customer service and interpersonal skills
- Strong verbal communication, listening and relationship-building skills
- Excellent judgment and the ability to prioritize effectively in a fast-changing environment
- Confidence handling difficult conversations and setting appropriate boundaries
- Strong attention to detail and follow-through
- Ability to take ownership of issues from beginning to resolution
- Ability to hold others accountable to established service and quality standards
- Strong organizational and time-management skills
- Ability to learn and confidently use property management and other technology systems
- Knowledge of the Residential Tenancies Act is an asset
York Property Management (YPM) manages 4,500+ residential apartment suites in Southwestern Ontario. YPM offers a variety of different layouts of suites which accommodate a diverse demographic of young couples, families, students and retirees.
The company employs 130+ individuals working at the corporate office, on site, or at various properties managed by YPM.
Our Mission at York Property Management is to work together in a safe, respectful, and friendly environment with effective communication to provide our residents quality service and a comfortable and positive living experience while being environmentally conscious.
Our Vision is to create and maintain rental properties that all of our residents are proud to call home.
York Property Management is committed to providing a safe, healthy and inclusive work environment. We welcome applications from people with disabilities and diverse backgrounds, identities and cultures. Accommodations are available throughout the application and interview process upon request.
Successful candidates, as a condition of job offer, would be required to provide a satisfactory criminal record check. A benefits package will be offered at 3 months of employment.
This posting is for a newly created position. We appreciate all applications. However, only those selected for an interview will be contacted.
Pay: $50,000.00-$55,000.00 per year
Benefits:
- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- Vision care
Application question(s):
- Are you comfortable walking up and down stairs and lifting up to 22kg?
Work Location: In person
