17 Resident Services Manager Interview Questions and Answers

Resident services managers are responsible for the overall operation of a residential care facility, such as an assisted living facility, group home, or halfway house. They oversee the care and services provided to residents, as well as manage the staff who provide those services.

If you’re interested in becoming a resident services manager, you’ll need to have several years of experience working in a residential care facility, as well as a bachelor’s degree in social work, human services, or a related field. You’ll also need to be able to pass a background check.

Once you’ve met the qualifications, the next step is to prepare for your interview. You’ll want to be ready to answer questions about your experience, your education, and your skills. You’ll also want to be prepared to ask questions about the job. To help you get started, we’ve compiled a list of sample resident services manager interview questions and answers.

Are you comfortable working with a team of professionals to manage residential properties?

The interviewer may ask this question to assess your ability to collaborate with others and share ideas. Use examples from previous experiences where you worked well with a team of professionals to complete projects or tasks.

Example: “I have experience working in residential property management, so I understand the importance of collaborating with my team members to ensure our residents are happy and satisfied with their living spaces. In my last role as resident services manager, I worked with a team of five other professionals who were responsible for maintaining different aspects of the property, including landscaping, cleaning and repairs. We met weekly to discuss any issues that arose and how we could solve them.”

What are some of the most important qualities you think a resident services manager should have?

This question can help the interviewer determine if you have the qualities they’re looking for in a resident services manager. Use your answer to highlight some of your most important skills and how they relate to this role.

Example: “I think one of the most important qualities a resident services manager should have is empathy. I believe that it’s important to understand what residents are going through, especially when they’re having a hard time or feeling sad. Another quality I think is essential is patience. Working with people who are often stressed out or upset can be challenging, so I try to remain patient and understanding as much as possible. Finally, I think communication is key. Residents need to know where their money is going and why we make certain decisions, so I always strive to communicate clearly.”

How would you deal with a resident who is consistently violating the property’s rules?

The interviewer may ask you this question to assess your conflict resolution skills. Use examples from past experiences where you helped a resident understand the rules and regulations of the property, or how you enforced them.

Example: “I once had a resident who was constantly violating our noise policy by playing loud music in their apartment late at night. I spoke with the resident about the issue multiple times, but they continued to ignore me. In this situation, I would have issued the resident a warning letter that outlined the consequences if they violated the policy again. The next time the resident broke the rule, I would have asked them to leave the property.”

What is your process for resolving common maintenance issues like clogged toilets or broken appliances?

Resident services managers often need to resolve common maintenance issues. Employers ask this question to make sure you have the skills and experience needed to complete these tasks quickly and efficiently. In your answer, explain how you would handle a typical maintenance issue. Explain that you will first assess the situation and then decide on the best course of action.

Example: “I usually start by asking the resident what happened and when it started happening. I also check if they’ve tried any troubleshooting steps already. Then, I go to the unit to see for myself what’s going on. If it’s something simple like a clogged toilet, I can fix it right away. For more complex problems, I’ll call in a professional.”

Provide an example of a time when you had to deal with a difficult customer or client.

As a resident services manager, you may have to interact with clients who are unhappy about something. Employers ask this question to make sure that you can handle difficult situations and still maintain your composure. In your answer, try to show the employer that you can be empathetic while also remaining professional.

Example: “In my previous role as a front desk receptionist, I had a client who was upset because we didn’t have any rooms available for her family of five. She started yelling at me, which made it hard to understand what she wanted from me. Instead of getting defensive, I calmly explained our policy on room availability and offered to help her find another hotel if there were no more vacancies in ours. After I spoke to her calmly, she apologized and left.”

If you could change one thing about the way residential properties are currently managed, what would it be?

This question is an opportunity to show your creativity and problem-solving skills. It’s important to be honest in your answer, but you should also try to think of a solution that would benefit the industry as a whole.

Example: “I’d like to see more transparency between property managers and residents. I believe if we were able to communicate better with our clients, they would feel more comfortable asking questions about their bills or maintenance requests. In my last role, I implemented a monthly newsletter where I answered common questions from residents and explained how our team was working to improve services.”

What would you do if you noticed a significant drop in resident satisfaction scores?

Resident satisfaction is an important metric for any facility, and the interviewer may want to know how you would respond if your facility’s scores dropped. Use examples from your experience of what you did to improve resident satisfaction in the past.

Example: “I once worked at a facility where we saw a significant drop in our resident satisfaction scores. We conducted a survey asking residents why they were dissatisfied with their stay and found that many people felt like they weren’t getting enough attention from staff members. I met with all my department heads to discuss ways we could increase staff-to-resident ratios without hiring more employees. We decided to hire one additional nurse per shift to help alleviate some of the pressure on existing nurses.”

How well do you understand local and state laws and regulations related to property management?

The interviewer may ask this question to assess your knowledge of the legal requirements for property management. Your answer should include a brief description of what you know about these laws and regulations, as well as how you ensure that your team members are aware of them too.

Example: “I have been working in property management for five years now, so I am very familiar with local and state laws and regulations related to property management. For example, I understand that we must provide our residents with a copy of their lease agreement before they sign it, and that we cannot raise rent more than 10% per year unless there is an increase in operating costs. I also make sure my team members are aware of these laws and regulations.”

Do you have experience using property management software?

The interviewer may ask this question to learn about your experience with technology and how you use it in your daily work. If you have used property management software before, share what type of software you’ve used and describe a time when the software helped you complete a task or achieve a goal.

Example: “I’ve worked for several companies that use different types of property management software. I find that using these systems is helpful because they allow me to keep track of important information like tenant payments and maintenance requests. In my last role, we used an online system where tenants could submit maintenance requests and pay rent. This allowed us to stay organized and respond quickly to any issues.”

When is the best time to have a conversation with a resident about their behavior or conduct?

An interviewer may ask this question to learn more about your interpersonal skills and how you handle challenging situations. Use your answer to highlight your ability to remain calm in tense situations, communicate effectively and solve problems quickly.

Example: “I think it’s best to have a conversation with a resident as soon as possible when I notice their behavior or conduct is not up to our facility standards. This way, I can address the issue before it becomes a bigger problem for them or other residents. In my last role, I had a situation where a resident was yelling at staff members and making other residents uncomfortable. I spoke with her right away and explained that we expect all residents to treat each other and staff respectfully. She apologized and promised to behave better.”

We want to increase the number of leases we renew each year. What would you do to increase renewals?

An interviewer may ask this question to understand your strategy for increasing the number of leases you renew each year. Use your answer to highlight your ability to develop a plan and implement strategies that help increase renewal rates.

Example: “I would start by analyzing our current lease renewal process. I would look at how we communicate with residents about their lease expirations, what methods we use to contact them and when we send these communications. Then, I would create a new communication schedule based on my analysis. For example, I might decide to send out renewal notices three months before the lease expires instead of two months before. This way, we can give residents more time to review their options and make decisions.”

Describe your process for conducting a thorough tenant screening.

The interviewer may ask this question to assess your screening process and ensure that you’re following the company’s policies. In your answer, describe how you conduct tenant screenings and include any specific steps or procedures you use.

Example: “I always start by reviewing the applicant’s identification documents, such as a driver’s license or passport. I then verify their social security number with the IRS and confirm their previous addresses. Next, I contact each of the references provided on the application form and speak with them about the applicant’s rental history and credit score. Finally, I run a background check using public records databases.”

What makes you stand out from other resident services managers?

Employers ask this question to learn more about your unique skills and abilities. They want to know what makes you qualified for the position, so they can decide if you’re a good fit for their organization. When answering this question, think of two or three things that make you stand out from other candidates. These could be specific skills, certifications or experiences.

Example: “I am passionate about helping others, which is why I became a resident services manager in the first place. In my previous role as a resident services manager, I helped increase our customer satisfaction rating by 10%. I also have extensive experience working with residents who are dissatisfied with their living situation. This has given me valuable insight into how to better handle these situations.”

Which resident services do you enjoy providing the most?

This question can help the interviewer understand your interests and skills. It can also show them which resident services you are most qualified to provide. When answering this question, it can be helpful to mention a specific service that you enjoy providing and why.

Example: “I really enjoy helping residents find new hobbies and activities. I think it’s important for seniors to stay active and social, so I love finding ways for them to do both. For example, I worked with one resident who was looking for something fun to do during the day. We found an art class she could attend once a week. She loved it, and now she has made some friends in her class.”

What do you think is the most important thing resident services managers can do to maintain strong relationships with residents?

Strong relationships with residents are important for resident services managers because they can help you maintain a positive reputation within the community. Employers ask this question to make sure that you understand how important it is to treat residents well and develop strong connections with them. In your answer, explain what steps you take to ensure you have good relationships with all of the people you work with.

Example: “I think one of the most important things resident services managers can do to maintain strong relationships with residents is to listen to their concerns and act on them in a timely manner. I always try my best to be available when residents need me and respond to emails or phone calls as soon as I get them. Another thing I do is hold monthly meetings where I address any issues residents may have and give updates about new programs we’re implementing.”

How often should you perform routine inspections of common areas like hallways and laundry rooms?

The interviewer may ask you this question to assess your knowledge of how often common areas should be cleaned and maintained. Use your answer to highlight your attention to detail, ability to follow procedures and organizational skills.

Example: “I believe that routine inspections are an important part of maintaining a clean facility for residents. I would perform these inspections at least once per week or more if needed. For example, if I noticed the laundry room was getting messy, I would go in there during my next inspection to make sure it was back in order. This way, I can ensure all common areas are always tidy.”

There is a significant discrepancy between the number of available units and the number of interested tenants. What would you do to increase renewals?

The interviewer may ask you a question like this to assess your problem-solving skills and ability to make decisions under pressure. In your answer, demonstrate that you can analyze the situation, consider all possible solutions and implement an effective plan of action.

Example: “I would first determine why tenants are leaving their units. If it’s because they’re moving out of state or city, I would try to convince them to stay by offering incentives such as discounts on rent. However, if there is no way to change their minds, I would start looking for new tenants who could fill up the available units. To do so, I would advertise our properties online and in local newspapers.”