Hospitality Specialist

ROLE OVERVIEW

Role: Resident Experience Associate

Reporting to: Leasing Manager

Property: Cortland Broad Street, Birmingham

# Of Units: Circa 440 Units

Amenities: Resident Lounge, Workspaces, Gym, Courtyard, Sky Lounge

COMPANY OVERVIEW

At Cortland, you map the story of your success. We don't adhere to the status quo, we love outside industry perspective, and we thrive on exploring possibilities and reimagining solutions. As an innovative leader in US Build-to-Rent (BTR), our high performance continues to drive exponential growth - and we invite you to join us on our journey toward excellence. With tools and guidance to sharpen your skills, you can forge your own career path, love what you do, and let it show.

With developments across the UK in cities like Watford, Manchester, and Birmingham, we are dedicated to delivering better living on every level.

We are looking for above and beyond team members to help create the new gold standard for renting in the UK - one with the highest level of service where the resident always comes first.

ROLE RESPONSIBILITIES

As Resident Experience Associate (REA) you will help the Leasing Manager oversee the operation of a multimillion pound, build to rent development. Being the face of our brand and responsible for creating a community within the building by providing an unparalleled level of customer service. You will take the lead on resident engagement, building rapport with our customers building compliance, and maintenance of site presence to support the needs of residents from a whole range of backgrounds. The role will involve coordination of Resident Events and so much more! This is a diverse and challenging role but if you have a passion for interaction and the drive to succeed. You will be organised and agile in your approach so you can manage whatever is thrown your way. Other key roles you include:

The Problem Solver

• Always ready to take charge and find solutions no matter how challenging the issue
• Able to multitask; one minute you are processing a prospect’s application and the next you are dealing with a call about excessive noise or a maintenance repair
• Dynamic approach to problem solving, well organised and ability to work well under pressure
• Proactive listener able to provide appropriate feedback and action any reasonable requests that may arise

The Rule Enforcer

• Go above and beyond for the residents but understand that rules are made for a reason and feel comfortable laying down the law when necessary
• Handle difficult tasks with empathy but never shy away from a challenge
• Understand building legislation and procedures so you can ensure residents and associates are kept safe and secure at all times
• Complete regular onsite testing protocols and ensure these are accurately recorded for compliance

The Tour Guide

• Discover future residents’ needs, show them around your community’s amenity areas and show apartments, and highlight all the benefits that will make them want to call your community home
• Highlight your development’s unique features and benefits and what sets it apart from the competition
• Create added value by anticipating needs and addressing living concerns customers haven’t even thought about yet

The Impact You Can Make

• Residents are so happy in your community they will have no reason to leave!
• Associates, vendors, and residents always have the information they need because of your exceptional communication skills
• You thrive in the fast-paced, challenging day-to-day life of your community, where you are accountable for the success of your development’s performance
• The General Manager is so confident in your ability that they can relax knowing that you have everything under control outside of the traditional 9-5.
• You are highly motivated and know that people can always turn to you for inspiration on how to find solutions to any problem that arises

YOUR BUILDING BLOCKS OF SUCCESS

• Excellent customer relations skills and plenty of energy and enthusiasm
• Health and Safety conscious, and understand your role is key in keeping yourself and your residents safe
• Communicate effectively with residents, vendors, and associates
• Resourceful problem solver always up to the challenge
• Highly organised with the ability to prioritise effectively and multi-task
• Impeccable record-keeping and reporting skills
• Tech savvy and computer literate