Robin Hilands

• Enhanced team performance by providing regular coaching, training, and performance feedback to staff members.
• Collaborated with executive leadership to establish long-term objectives, drive growth initiatives, and align regional efforts with corporate goals.
• Monitored and analyzed performance data, identifying areas of improvement and developing corrective action plans.
• Developed and implemented targeted marketing campaigns that increased tenant engagement by 20% through digital channels and in-person community events
• Spearheaded customer engagement initiatives to build stronger tenant relationships, resulting in improved retention rates and customer satisfaction scores
• Created design campaigns that aligned with brand goals and optimized customer experience
• Designed and executed rebranding strategy for the portfolios short-term rental component including, creating a Standard Operating Procedure for all team members and vendors.
• Utilized data insights to analyze customer feedback and behavior, adapting marketing strategies to better meet customer needs and improve engagement
• Traveled to over four locations per week to review the management of each community and perform reviews of individual managers and team members.
• Managed budgets and financial reporting for the region, providing accurate forecasts and identifying areas for potential savings.
• Led weekly meetings with regional staff to review progress, address challenges and drive timely task completion.
• Implemented cost-saving measures, leading to significant reductions in operational expenses.
• Increased employee retention by implementing comprehensive training programs and opportunities for advancement.
• Negotiated contracts and agreements to optimize cost savings and efficiency.
• Oversaw successful integration of newly acquired businesses into region's operations.

• Promoted a culture of continuous improvement through ongoing process reviews, employee engagement initiatives, and open channels of communication.
• Directed marketing and retention strategies across multi-family properties, achieving a 15% increase in customer loyalty through tailored engagement efforts
• Led cross-functional projects to improve resident touchpoints, enhance onboarding processes, and increase satisfaction scores
• Analyzed the residents journey to develop and refine marketing initiatives, improving response rates and reducing resident turnover.
• Created personalized communication plans and promotions that resonated with customer segments, enhancing brand loyalty and increasing resident referrals
• Promoted a culture of continuous improvement through ongoing process reviews, employee engagement initiatives, and open channels of communication.
• Led paid social media efforts for property rebranding initiatives, designing and executing campaigns that drove significant increases in inquiries and conversions.
• Expanded regional presence by researching potential markets, developing strategic partnerships, and opening new locations.
• Boosted brand growth by devising strategic network and marketing tactics.
• Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
• Maintained positive client and customer relations by addressing problems head-on and implementing successful corrective actions.

• Developed customer engagement strategies that improved resident retention rates by 25% through proactive outreach and community-building activities
• Managed digital and in-person marketing initiatives, such as newsletters, events, and social media campaigns, to strengthen resident relationships
• Conducted regular resident feedback analysis, translating insights into actionable engagement plans that increased brand loyalty
• Streamlined operational processes for increased efficiency by identifying areas of improvement and implementing necessary changes.
• Developed and executed successful business plans that resulted in improved market share and profitability within the region.
• Expanded regional presence by researching potential markets, developing strategic partnerships, and opening new locations.
• Boosted brand growth by devising strategic network and marketing tactics.
• Motivated all team members to achieve ambitious sales targets by establishing a competitive incentive structure and celebrating team accomplishments.
• Maintained positive client and resident relations by addressing problems head-on and implementing successful corrective actions.
• Successfully managed budgets and allocated resources to maximize productivity and profitability.
• Assisted in organizing and overseeing assignments to drive operational excellence.
• Managed budgets and financial reporting for the region, providing accurate forecasts and identifying areas for potential savings.
• Conducted regular audits of operational procedures to ensure compliance with industry regulations and company policies.

• Directed the lease-up of 324 units in Mount Pleasant, SC.
• Built high-performing and passionate team through effective recruitment, onboarding, and talent development initiatives.
• Collaborated with team members to develop best practices for consistent customer service delivery.
• Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
• Developed and executed community engagement programs, including red carpet hard hat tours, new resident events, digital newsletters, and targeted communications that increased leasing velocity.
• Developed, executed and managed marketing campaigns and property promotions, to enhance visibility and attract new tenants through digital channels and social media platforms.
• Analyzed customer feedback and occupancy data to ensure client and departmental goals were being achieved,
• Proactively developing and executing strategic plans and performance metrics for the clients review.
• Managed lease-up budget effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
• Oversaw resident onbo arding and satisfaction surveys, implementing improvements based on feedback to elevate the overall resident experience
• Managed and motivated employees to be productive and engaged in work.
• Accomplished multiple tasks within established timeframes.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty.

• Directed the day-to-day operations of a 268-unit residential community, focusing on resident satisfaction and relationship management during the lease up, renovation and lease down periods.
• Due to construction concerns, The City of North Charleston required our client to perform a full lease down in May 2016.
• Additional responsibilities during this time included: Acted as a key liaison between the owner and construction team as well as the construction team and residents, to ensure clear communication and minimal disruption to the buildings to assist with the resident experience during the renovation and lease down process.
• Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
• Maintained positive resident relations by addressing problems head-on and implementing successful corrective actions.
• Maintained professional demeanor by staying calm when addressing unhappy or angry residents.
• Improved staffing during busy periods by creating team member schedules and monitoring call-outs.

The Courtyards at 411: 159 residential units

Woodfield St. James: 240 residential units

Woodfield South Point: 240 residential units

Edgewater Plantation: 360 residential units

• Prepare annual budge, net operating income projections, monitoring expenses and increasing collections. Managed budget effectively, ensuring all property expenses were kept within allocated funds.
• Responsible for the daily management of the entire residential apartment community.
• Maintained positive landlord-tenant relationships, ensuring clear communication and prompt resolution of any disputes.
• Implemented cost-saving measures through efficient resource allocation and vendor negotiations, optimizing property financial performance.
• Negotiated favorable contract terms with vendors, resulting in reduced operating expenses without compromising on service quality.
• Collaborated with real estate agents and brokers to showcase properties effectively, attracting prospective tenants or buyers quickly.
• Boosted property occupancy rates through targeted marketing campaigns and personalized property showings.
• Conducted regular property inspections, identifying areas for improvement and proactively addressing potential safety hazards.

Ingleside Plantation: 302 residential units

Edgewater Plantation: 360 residential units

• Assist in daily management of the entire residential apartment community
• Followed up on delinquent tenants and coordinated collection procedures.
• Coordinated move-ins and move-outs, ensuring smooth transitions for both tenants and property management team.
• Handled tenant complaints promptly and appropriately, calling in repairmen, and other support services.
• Completed final move-out walk-throughs with tenants to identify required repairs.

• Delivered informative property tours to prospective residents, highlighting unique amenities and features tailored to their needs.
• Assisted prospective tenants in paperwork completion and other logistics to facilitate smooth move-in processes.
• Facilitated smooth move-ins for new residents by preparing lease agreements and coordinating logistics efficiently.
• Conducted thorough market research to stay informed of current trends and competitor offerings.
• Responded to requests and scheduled appointments for property showings.

• Responsible for meeting and exceeding guest expectations during their stay
• Coordinate and manage requests for special arrangements to include recreational, dining and/or business activities
• Manage guests' schedules throughout their stay
• Consistently monitored trends in luxury travel industry to adapt best practices into Club Level services.
• Enhanced guest satisfaction by providing personalized service and attending to specific needs.
• Organized special events and private gatherings for club members, resulting in increased loyalty and repeat business.
• Assisted guests with reservations, transportation arrangements, and local recommendations, ensuring memorable experiences.