Urgent Search: Resident Experience Coordinator

Join to apply for the Resident Experience Coordinator role at Twinlite
We’re seeking a dynamic, hospitality-minded professional to design and execute an engaging calendar of events and activities for our residents. As the Resident Experience & Events Coordinator, you’ll be the face of our building community—fostering connections, ensuring top-tier service, and leveraging customer-service platforms (e.g., Zendesk) to deliver seamless support.
The Role
We’re seeking a dynamic, hospitality-minded professional to design and execute an engaging calendar of events and activities for our residents. As the Resident Experience & Events Coordinator, you’ll be the face of our building community—fostering connections, ensuring top-tier service, and leveraging customer-service platforms (e.g., Zendesk) to deliver seamless support.
Key Responsibilities
Work closely with Building Management, Maintenance, Concierge, and Marketing teams to coordinate services and promotions
Support leasing team by offering building tours, highlighting community events, and helping to onboard new residents
Configure and manage event-related workflows in customer-service/CRM systems (e.g., ticketing, automation, reporting)
Generate regular reports on ticket volume, response times, event ROI, and resident satisfaction
Recommend and implement process improvements to streamline resident-facing services
Serve as first point of contact for resident inquiries related to events, amenities, and building services
Triage and resolve support tickets through Zendesk (or similar customer-service platforms)—including logging issues, escalating to maintenance or management, and ensuring timely resolution
Maintain accurate records of resident requests, event attendance, and satisfaction surveys
Develop and distribute monthly event calendars, newsletters, and community updates
Maintain active outreach via email, building portal, and in-building signage
Solicit resident feedback and track participation trends to continually refine offerings
Design, organize, and execute on-site events (e.g., social mixers, fitness classes, holiday celebrations, workshops)
Source and manage relationships with vendors, entertainers, and guest speakers
Oversee event budgets, logistics, set-up/tear-down, registration, and post-event follow-up
Experience & Qualifications
Hospitality & Customer Service: Minimum 2-3 years in hospitality, hotel operations, residential/community services, or a similar customer-focused environment
Systems Proficiency: Hands-on experience with Zendesk or equivalent ticketing/CRM systems; comfortable learning new software tools quickly
Event Management: Proven track record planning, budgeting, and delivering both large-scale and intimate community events
Communication Skills: Excellent verbal and written communication, with the ability to craft clear resident-facing materials
Organisational Skills: Detail-oriented, capable of managing multiple projects and deadlines simultaneously
Tech Savvy: Proficient in Microsoft Office (Word, Excel, Outlook) and comfortable with digital communications (email marketing platforms, building portals, social media)
Education: Bachelor’s degree in Hospitality Management, Business Administration, Communications, or equivalent work experience preferred
Availability: Flexibility to work occasional evenings, weekends, and holidays to support event schedules
Key Competencies
Resident-Centric Mindset: A genuine passion for creating welcoming experiences and building community
Problem Solver: Resourceful in troubleshooting issues and turning challenges into positive outcomes
Team Player: Collaborative approach, able to liaise effectively across departments
Creative Thinker: Innovative in programming events and activities that cater to diverse resident interests
What We Offer
Competitive salary and performance-based bonuses
Benefits package (including healthcare)
Professional development opportunities in hospitality and community management
A vibrant, supportive team environment in a luxury residential setting

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