Job Description

Role Purpose

The Resident Experience Auditor is responsible for evaluating and enhancing the overall resident journey across Kaizen-managed communities. This role focuses on assessing the property from the resident's point of view, ensuring high standards of cleanliness, service quality, ambience, and comfort. The auditor identifies areas of improvement and works with the operations team to elevate tenant satisfaction and community experience.

Key Responsibilities

1. Community Experience Audits

Conduct regular on-site audits in assigned projects, observing the property through a resident-focused lens. Inspect common areas, front-of-house, amenities, lobbies, hallways, and overall community ambience. Identify gaps in service presentation, cleanliness, accessibility, and customer comfort.

2. Resident Interaction & Insights

Engage with residents to gather feedback on their living experience. Identify recurring issues or improvement opportunities through direct conversations and observations. Document resident comments and relay them to the relevant teams for action.

3. Reporting & Recommendations

Prepare detailed daily/weekly/monthly audit reports, including photos and recommended improvements. Highlight experience gaps and monitor the implementation of corrective actions. Track trends and share insights that help improve resident satisfaction scores.

4. Quality & Standards Compliance

Ensure all customer-facing areas meet Kaizen's Resident Experience Standards. Assess concierge behavior, front-office readiness, ambience, soft services quality, and general upkeep. Recommend enhancements to improve comfort, ease of living, and overall experience.

5. Cross-Functional Collaboration

Work closely with Property Managers, Tenant Relations Officers, FM/Soft Services teams, and Customer Happiness. Follow up on pending issues identified during audits. Support community initiatives that promote resident engagement and satisfaction.

Requirements

Experience in customer service, hospitality, property management, or quality auditing. Strong observational skills and keen attention to detail. Excellent communication and interpersonal skills. Ability to prepare clear and structured reports. * Customer-centric, professional, and proactive personality.