Key Responsibilities and Required Skills for Amenity Manager

🎯 Role Definition

The Amenity Manager is responsible for planning, operating, and elevating community and building amenity spaces to drive resident satisfaction, retention, and incremental revenue. This role combines guest-facing hospitality, program and event management, vendor and facilities coordination, budget ownership, and clear operational processes. The ideal candidate has proven experience managing shared spaces (e.g., lounges, fitness centers, rooftop decks, coworking spaces, pools), strong vendor negotiation skills, data-informed decision-making, and a resident-first mindset.

📈 Career Progression

Typical Career Path

Entry Point From:

Amenity Coordinator / Amenity Associate
Community or Resident Services Specialist
Hospitality Supervisor (hotel or resort community)

Advancement To:

Senior Amenity Manager / Regional Amenity Manager
Director of Resident Experience / Director of Amenities
Head of Community Operations / VP of Property Operations

Lateral Moves:

Community Manager / Property Manager
Events & Programming Manager
Facilities Manager

Core Responsibilities

Primary Functions

Develop and execute a year-round amenity strategy and programming calendar (fitness classes, social events, tenant activations, vendor pop-ups) that increases resident engagement and reduces turnover rates; measure and report program ROI monthly.
Oversee daily operations of amenity spaces including opening/closing procedures, housekeeping standards, inventory control, and resident concierge services to maintain consistent hospitality-level experiences.
Manage vendor relationships end-to-end: source, negotiate contracts, establish SLAs, coordinate schedules, and evaluate vendor performance to ensure cost-effective, high-quality services (cleaning, landscaping, pool maintenance, fitness instructors).
Create and maintain standard operating procedures (SOPs) for amenity use, scheduling, rentals, incident reporting, and emergency response to protect residents and minimize liability.
Own P&L and budget for amenities, track expenditures against forecast, create cost-saving initiatives, approve purchase orders, and prepare monthly financial reports for property leadership.
Implement and maintain booking and access-control systems (reservation platforms, QR code access, keycard integrations) to optimize utilization and enforce occupancy limits.
Train, schedule, and supervise onsite amenity staff and third-party vendors; conduct performance reviews, coach for service excellence, and maintain consistent staffing coverage for peak periods and events.
Collaborate with leasing, marketing, and resident services teams to design amenity-driven leasing incentives, resident welcome programming, and targeted communication campaigns that support occupancy and net effective rent targets.
Monitor amenity utilization and resident sentiment using surveys, analytics from reservation systems, and community feedback; translate insights into enhancements and report KPIs to senior management.
Coordinate preventative maintenance and repair work with facilities and vendors to ensure all amenity equipment (gym machines, AV systems, pool filtration, HVAC) is safe, code-compliant, and operational with minimal downtime.
Manage inventory of amenity supplies, retail items, and F&B concessions; implement purchasing controls, vendor consolidation, and shrinkage-reduction strategies.
Ensure all amenity operations comply with local, state, and federal regulations (health & safety, pool codes, ADA), and maintain up-to-date permits, certifications, and inspection records.
Design and execute special amenity activations and partnerships (retail pop-ups, fitness brand takeovers, co-working partnerships) that generate ancillary revenue and elevate the property's brand in the market.
Lead risk management and incident response in amenity spaces: investigate reports, complete incident documentation, liaise with legal/insurance teams, and implement corrective actions to prevent recurrence.
Develop and manage amenity membership programs and monetization strategies (private events, paid classes, guest passes) to maximize non-rent revenue while preserving resident value.
Curate and maintain high-quality amenity aesthetics: manage furniture, signage, artwork, landscaping, and seasonal décor refreshes to align with the brand and resident expectations.
Execute regular amenity inspections and quality audits, create punch lists for facilities teams, and follow through to ensure closure and sustained standards.
Serve as the primary resident point-of-contact for amenity-related questions or escalations; provide exceptional hospitality, resolve complaints promptly, and communicate solutions clearly.
Build and maintain an on-brand digital presence for amenity offerings (community app, website pages, social media) including timely event postings, photos, and resident content to drive engagement and SEO visibility.
Partner with IT and security to maintain technology-enabled amenity features (smart lockers, multimedia rooms, reservation platforms) and address connectivity or user issues quickly.
Analyze competitive amenity offerings and market trends to recommend capital improvements, amenity additions, or service changes that keep the property differentiated.
Plan and manage onboarding for new amenity staff and vendor partners, including brand orientation, safety training, job-specific SOPs, and customer service expectations.
Forecast seasonal staffing, supply needs, and event budgets to avoid shortages, optimize labor costs, and ensure consistently executed resident programming.

Secondary Functions

Support ad-hoc resident inquiries and coordinate follow-ups with leasing and maintenance teams to deliver seamless resident experiences.
Assist in community marketing initiatives by providing content, resident testimonials, and amenity usage data for targeted campaigns.
Contribute to sustainability and cost-reduction initiatives (water-saving pool schedules, energy-efficient lighting, recycling programs) related to amenity operations.
Maintain clear records and analytics for amenity KPIs (utilization rates, event attendance, NPS, ancillary revenue) to support strategic decision-making.
Participate in property leadership meetings and strategic planning sessions to align amenity goals with overall property performance objectives.
Coordinate cross-property best-practice sharing for teams managing multiple amenity sites to ensure consistent standards and continuous improvement.

Required Skills & Competencies

Hard Skills (Technical)

Amenity operations management (spa, pool, fitness, lounge, rooftop, co-working) — scheduling, SOPs, quality control.
Vendor sourcing & contract negotiation — RFP creation, SLA development, performance metrics.
Budgeting & P&L ownership — expense tracking, forecasting, variance analysis.
Reservation and access control platforms (e.g., HqO, Artikus, Skedda, EMS, building apps) and CRM integrations.
Facility maintenance coordination — basic mechanical, HVAC, pool chemistry knowledge and preventative maintenance planning.
Event programming and production — logistics, vendor coordination, permitting, ticketing.
Data analysis and KPI reporting — Excel, Google Sheets, basic SQL or BI dashboard familiarity for utilization and retention metrics.
Health, safety, and compliance knowledge — ADA, local pool/hot-tub codes, food safety if F&B is offered.
Property management systems and integrations — Yardi, RealPage, Entrata, or similar experience helpful.
Digital and social marketing basics — content creation, photography, community app engagement tactics to drive awareness and bookings.
Point-of-sale and retail operations (for amenity sales or concessions) — inventory tracking, cashiering, reconciliation.
Incident reporting and risk mitigation — documentation, insurance liaison, corrective action plans.

Soft Skills

Exceptional hospitality and customer-service orientation with a resident-first mindset.
Strong communicator — written and verbal; able to craft resident-facing announcements and executive summaries.
Leadership and team development — coaching, scheduling, performance management.
Problem-solving and calm decision-making during incidents or high-pressure events.
Project management — drives projects from concept to execution with timelines and stakeholder coordination.
Collaboration and stakeholder management — works cross-functionally with leasing, maintenance, marketing, and security.
Attention to detail and process discipline to ensure consistent quality across shifts and vendors.
Creative programming and community-building instincts to design experiences that resonate with demographic segments.
Time management and prioritization in a dynamic, multi-task environment.
Negotiation and influencing skills for vendor and partner relationships.

Education & Experience

Educational Background

Minimum Education:

High school diploma or equivalent required. Relevant vocational certificates (hospitality, facilities, or event management) preferred.

Preferred Education:

Associate's or Bachelor's degree in Hospitality Management, Business Administration, Facilities Management, Events Management, or related field.

Relevant Fields of Study:

Hospitality Management
Business Administration
Facilities / Maintenance Management
Event & Program Management
Marketing / Communications

Experience Requirements

Typical Experience Range:

2–5 years managing amenities, events, or hospitality operations in multifamily, hospitality, campus, or mixed-use properties.

Preferred:

5+ years in amenity or community operations with demonstrated success in programming, vendor management, and P&L responsibility; experience managing multiple amenity sites or regional oversight is a plus.