Resident Relations Manager| Houston, TX 77074

Description

he Ashford team is expanding, and we are looking for our next valuable Ashfordian! What's AWESOME about Ashford Communities... Our CULTURE focuses heavily on Teamwork, Trust, Fun, and Customer Care! Employees are rewarded and recognized for their efforts and performance! We offer real, deserved advancement opportunities! 

Job Overview 

Do you love connecting with people and bringing communities together? The Resident Relations Manager is the heart of the community: the trusted, friendly face residents turn to and the go-to connection for local partners. This role focuses on resident relationships, community outreach, conflict resolution, translation support, and making sure community rules are followed fairly and consistently. 

This role is based on-site at Ashford Crescent Oaks & Ashford Stancliff Park, the Houston area and works closely with the Community Manager and leasing team. The ideal candidate is outgoing, calm under pressure, and passionate about making residents feel at home. 

Role Competencies 

The skills, behaviors, and attributes required for success in this position: 

• Thorough knowledge of Fair Housing guidelines and the ability to apply them consistently 
• Outgoing, friendly attitude and the ability to make others feel welcome and comfortable 
• Superior interpersonal and customer service skills 
• Strong relationship-building and networking skills with community and professional organizations 
• Conflict-resolution and de-escalation skills; remain neutral, fair, and professional 
• Apply community rules and policies consistently and with discretion 
• Clear, professional verbal and written communication skills 
• Innovative and creative approach to community outreach and engagement 
• Detail-oriented, organized, and able to manage time and competing priorities 
• Exhibits self-control and works well in stressful situations 
• Focused and able to complete tasks despite frequent interruptions 
• Proficient in Microsoft Office, Google Workspace, and property management software 

Current-Year Objectives 

• Coordinate and organize 2 resident events per month 
• Build and maintain partnerships with local religious, professional, and community organizations that generate qualified leads for the leasing office 
• Ensure 10% of leases per month come from resident referrals 
• Support the leasing team in attaining and sustaining 95% property occupancy through community outreach and referrals 
• Ensure property retention is 70% or greater 
• Attain 60% retention including MTM 
• Attain 75% renewals 
• Resolve resident concerns and conflicts promptly, fairly, and consistently, with proper documentation 
• Ensure residents comply with community rules, regulations, and lease policies 
• Ensure a minimum of 10 Google reviews per month are received from current residents 
• Maintain the property’s Google Rating at 4.6 or greater 
• Ensure 85% of tickets are completed within 24 hours 
• Complete all GROW LMS assigned courses by the established due date, with an 80% passing score 
• Ensure all purchase orders are submitted and all invoices are current, submitted, and approved by accounting deadlines 

Long-Term Objectives 

• Grow a strong, lasting network of community partners that consistently generates qualified leads 
• Strengthen the community’s reputation, both on-site and online 
• Build a resident experience that drives long-term retention and renewals 

Key Actions & Responsibilities 

How this role achieves its goals and contributes to organizational success: 

• Warmly greet visitors, prospective residents, and current residents 
• Plan and carry out community outreach activities that strengthen the community’s presence in the surrounding area 
• Develop and nurture relationships with local religious, professional, and community organizations, as well as referral agencies, to generate qualified leads for the leasing office 
• Refer qualified leads to the leasing office promptly and follow up to support a smooth hand-off 
• Host in-community events that build resident engagement and encourage referrals 
• Respond quickly and courteously to resident concerns and questions 
• Help resolve resident conflicts by listening to all parties, remaining neutral, and working toward fair solutions; escalate to the Community Manager when appropriate 
• Provide translation and interpretation support to residents and team members 
• Monitor resident compliance with community rules, regulations, and lease policies; communicate violations and follow company procedures in accordance with Fair Housing guidelines 
• Communicate maintenance and make-ready needs to the Project Coordinator and maintenance team, and follow up with residents to ensure satisfaction with repairs 
• Support the lease renewal program by preparing renewal letters, contacting residents in advance of move-out dates, and ensuring renewal documents are signed and implemented on time 
• Document unit conditions for renewals 
• Use property management software to track the renewal process and manage resident data 
• Other community responsibilities and assistance as needed  

How This Role Drives Accountability 

• Document resident concerns, conflicts, rule violations, and resolutions accurately and in a timely manner 
• Apply community rules and policies consistently to every resident 
• Track outreach activities, partner contacts, and leads referred to the leasing office 
• Follow up on maintenance requests and resident concerns until they are resolved 
• Provide regular updates to the Community Manager on resident relations, outreach, and progress toward goals 

Opportunities for Improvement 

• Increasing qualified leads through community and professional partnerships 
• Strengthening online reputation through resident engagement and reviews 
• Improving resident retention and renewal rates 
• Creating more consistent, documented approaches to conflict resolution and rule enforcement 

Challenges & Constraints 

• Resident conflicts and sensitive situations 
• Language and communication barriers 
• Building trust and long-term partnerships with community organizations 
• Consistent enforcement of community rules 
• Market variability and online reputation 
• Maintenance staffing gaps that affect resident satisfaction 

Primary Stakeholders 

• Community Manager 
• Assistant Community Manager 
• Leasing Manager and leasing team 
• Maintenance Supervisor(s) and Technician(s) 
• Project Coordinator 
• Residents and their families 
• Local religious, professional, and community organizations 
• Referral agencies 

Requirements

Performance & Success Metrics 

How success in this role is measure: 

• Number of resident events organized 
• Number of community partnerships established and maintained 
• Number of qualified leads referred to the leasing office 
• Percentage of leases from resident referrals 
• Property occupancy, retention, and renewal rates 
• Resident conflicts resolved and documented 
• Community rule violations addressed and documented 
• Number of Google reviews gained and the property’s Google Rating 
• Percentage of tickets completed within 24 hours 
• Accuracy of property invoices and coding 

How to Apply 

Interested applicants should email their resumes and cover letters detailing their relevant experience and why they are the best fit for this position to HR@ashfordco.com 

Ashford Communities is an Equal Employment Opportunity (EEO) Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.