Assistant General Manager - Hospitality & Resident

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.

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…