Resident Experience Playbook

FOL Resident Experience Playbook

The main act of a Resident Experience Associate is to put our residents first. We make the difference by
providing cool, luxury service to our residents. We encourage our associates to welcome, engage, and go
above and beyond for our residents and future residents..

Table of contents

Representing our Home
Outline of Responsibilities
Welcome Call
Walking the Property
Music and Lighting
Building Access
Phone Protocol
Packages and deliveries
Elevator Reservations
Parking and Car Transponders
Security and Safety

Salto
Loading Zone
Incident Reports
Cameras
After Hours Emergencies
Vendors
Community Information and Events
Resident Complaints

Representing our home

The Resident Experience Associate is the connection between the building and the resident.
They are responsible for creating a seamless experience for the resident while working closely
with the building management. They provide information and services that make the resident
feel cared for and fulfilled while living with us.

Responsibilities
● Welcome Call
● Walking the property
● Work close with the resident membership specialists to stay up to date on availability,
move ins/ outs and relevant information
● Manage the security of the building using the camera viewing system
● Greet and help direct residents and guests when they arrive
● Answer Carson intercom calls to allow guests inside the building
● Answer any phone calls
● Receive Packages and deliveries
● Responsible for placing transponder stickers on vehicles
● Schedule elevator reservations for move-ins and vendors
● Celebrations/Special Occasions
● Manage access to the loading dock
● Be well informed on local events, businesses, and relevant community information
● Help address resident concerns or complaints about the building or community
● Keep the lost and found storage clean
● Keep a daily log of relevant activity that need to be reported to management

Welcome Call

Once a resident has moved in, a follow up call is to be made to ensure the resident is
happy in their new home. This is a great way to make a connection and have the
resident feeling they have made the right decision on where to live.

Walking the Property
Every morning the property needs to be walked to make sure everything is in good condition
and up to our standards. If there is something in the property that needs to be addressed, you

are responsible for notifying the right person/ department as well as entering any Service
Requests for resolution.

Things to note during your walk:
● Cleanliness of all common areas
● Condition of all common areas
● Music and TVs are on and working
● Organization and placement of furniture/ decorations/ equipment
● All lighting is working properly
● Stock of sanitation items like toilet paper, hand sanitizer, paper towels

**Please refer to checklist for walking pathr**

Music and Lighting

Setting the ambiance of the building is all part of the resident experience. Lighting and music
add to these luxury features and change the vibe of the property from just a building to a home.

Music: Specific to building

Lighting: Specific to building

Building Access
The Carson App manages the three entries into the building located 1) In the breezeway
elevator 2) The second floor lobby 3) The third floor parking garage.

You are responsible for managing access to guests, deliveries and vendors. They will use the
intercom system to request access and the intercom will call the Carson App on your desk cell
phone.

You need to gather the following information when allowing entry:
● Full name
● Reason for visiting
● Unit and resident they are visiting
● Vendor details
○ Company Name
○ Work they are completing

When greeting guests that enter the building we say:
Welcome,I’m [Your name], welcome to “our home.”

***Carson App Training***

Phone Protocol

The Resident Experience Associate will use a cellphone provided by the building to
communicate with residents and visitors. It's important that we answer the phone while also
being mindful of who we need to assist at the desk.

● Answer all calls by the second ring (unless with a resident/prospective resident) and
greet with a friendly salutation.
○ ***Need to finalize phone greeting***

● When working with a resident/prospective resident, do not interrupt your conversation by
answering the phone. The person you are assisting deserves 100 percent of your
attention, as does the person on the phone.

● If you are required to place the caller on hold, first ask for their permission; however, the
wait should be no longer than 30 seconds.

● If follow-up or a call back is necessary, it must be completed within 24 hours.

Packages and Deliveries

The Resident Experience Associate will be responsible for managing the daily package
deliveries from different mail and food carriers.

● Packages should not be left with staff; all packages should be placed and logged in the
package room or inside the Parcel Pending lockers.

● Staff should hold any food at the desk; if food is delivered, staff must reach out to the
resident to whom the food belongs to be picked up.
○ All food left at the desk overnight must be discarded prior to leaving your shift.

● Any overflow of packages should be stored in the Package Storage room and the
resident must be notified to pick up their item within 48 hours.

● You will be able to message residents about their delivery through the Carson App
***Find out how 5th Ave logs packages***
***Parcel Pending Training***

Elevator Reservations

The Resident Experience Associate will manage the schedule for the use of the property
elevators to ensure a smooth move in process for new residents and to minimize
inconveniences to our residents.

● You will have to work closely with the Membership Specialists to stay up to date on the
upcoming move ins and move outs.

● You may also be working with a 3rd party concierge, you will ensure you are both fully
aware of the daily schedule.

● You will use the Elevator Reservation Calendar found in ***File Path or system***
***Training for how to lock elevators***

***create an elevator calendar. What does 5th Ave use?***
*** Elevator Safety training***

Parking and Car Transponders

Providing accurate information and guiding residents and guests through our parking system will
minimize any confusion.

● Move ins:
○ The Resident Membership specialists will be responsible for registering the
transponder in the SALTO system and giving you the sticker in a labeled
envelope. You will be responsible for placing the sticker on the resident’s vehicle.

***training on how to place transponders and register in SALTO***
● Future residents:
○ Future residents coming to tour park on the 3rd level in the parking garage. They
will be using the intercom system to call for access.
○ They can be instructed to take the elevator to level 2 to meet with the
Membership specialists
● Retail guests:
○ Only Peacock’s guests are allowed to park in our garage on level 4 and pay for
parking. All other retail guests must arrange other parking.

***Parking garage walkthrough***

Security and Safety

As the Resident Experience Associate, you must ensure that the procedures that are in place
for the safety and security of our community and residents are followed.

● Salto
● Loading Zone
● Incident Reports
● Cameras
● After Hours Emergencies
***We need training on how this will be done***

Vendors

When vendors or contractors come to the property, you will help them by providing access to the
building. If the vendor needs additional assistance, you can direct them to the management
office where they can get access from the Community Manager.

You must obtain the following from them:
● Full name
● Vendor details
○ Company Name
○ Work they are completing
● Take their ID to give them a fob for access

Celebrations/Special Occasions

Birthdays, Anniversaries, Promotions: examples of the ways we can celebrate our residents!

A birthday list is to be pulled daily so that we can celebrate our resident birthdays with a fun
amenity for their door to surprise and delight.

Community Information and Events
The Resident Experience Associate will be an integral part of connecting the residents within
the community to fellow residents and to the surrounding businesses and activities.

● Work closely with the Membership Specialists for all upcoming resident events. You will
be assisting them with the marketing, planning and execution of the event.

● Be up to date on the surrounding places like restaurants, stores, activities, social events
so you can provide suggestions to residents.

● You will stay current on any work/ maintenance happening in the property that can cause
inconveniences to our residents and be prepared to assist.

Communication

Communication to our residents is so important. A great way to provide excellent
communication is through the digital boards and signs located around the property
and monthly newsletters. You are tasked to assist in keeping these items up to date.

We will be giving you the Bulletin information to assist with creating the fun digital
messages, schedules, and artwork.

Paper signage throughout will need to be reviewed to make sure it is up to date. We
will also have you creating new signs for different events, promotions, and
communications.

A template has been created for the monthly newsletter. Collab with the Resident
Experience Manager on the information to be placed in the newsletter.

Resident Complaints
The Resident Experience Associate is the face of the building. You will be the person residents
come to with any questions they have or issues they are experiencing.

● Help resolve the issue if you are able and authorized to do so.
● Connect the resident to the correct person to help them.
● Follow up with the resident by calling them.