Leasing Consultant

Professional Job Description & Performance Expectations

POSITION SUMMARY The Leasing Consultant is a polished, service-driven professional responsible for creating an exceptional leasing experience from the first inquiry through move-in and ongoing resident relations. This position combines luxury hospitality, sales, marketing, administrative accuracy, property presentation, and resident service to support occupancy, retention, and the overall reputation of the community.

PRIMARY RESPONSIBILITIES

· Provide a warm, professional, high-touch experience to prospects, residents, guests, vendors, and team members.

· Respond promptly to telephone, email, online, and walk-in inquiries; qualify prospects and schedule personalized property tours.

· Present apartment homes, amenities, community features, policies, and available lease options accurately and confidently.

· Build rapport, identify prospect needs, overcome objections professionally, and follow up consistently to convert qualified leads into leases.

· Prepare and process applications, required documentation, deposits, lease files, move-in paperwork, and related records with strong attention to detail.

· Maintain accurate prospect, resident, traffic, follow-up, and leasing information in the property management system.

· Assist with move-in preparation by verifying that assigned apartment homes are ready, clean, functional, and presentable before resident arrival.

· Conduct apartment and community walks as assigned, report deficiencies, and follow up with maintenance, vendors, cleaners, painters, or contractors when needed.

· Assist with reviewing completed work and communicate unresolved items to management before work orders or make-ready items are considered complete.

· Receive resident concerns professionally, document requests accurately, route maintenance issues promptly, and follow through to help ensure satisfactory resolution.

· Support lease renewals, resident retention efforts, notices, resident events, marketing outreach, social media, and community engagement initiatives.

· Maintain the leasing office, model, tour route, amenity spaces, signage, refreshments, and marketing materials at luxury presentation standards.

· Protect confidential resident, applicant, employee, and company information and follow Fair Housing requirements and company policies at all times.

LUXURY SERVICE STANDARDS

· Maintain a polished, professional appearance and demeanor appropriate for a luxury residential community.

· Use courteous, solution-focused communication and avoid arguments, dismissive language, gossip, or unprofessional conversations.

· Create personalized tours rather than simply showing units; connect features and amenities to the prospect’s stated needs.

· Demonstrate ownership of resident and prospect concerns by following up instead of assuming another team member handled the issue.

· Keep the leasing environment organized, welcoming, clean, and ready for an unexpected prospect or owner visit at all times.

LEASING & ADMINISTRATIVE EXPECTATIONS

· Know current availability, pricing, specials, lease terms, deposits, fees, qualification criteria, and community policies.

· Complete leasing paperwork accurately and obtain required signatures and supporting documents before move-in.

· Follow established procedures for money handling, deposits, notices, keys, access devices, resident files, and document retention.

· Maintain organized digital and physical files and complete assigned reports, follow-up, and daily administrative tasks on time.

· Never promise exceptions, concessions, repairs, refunds, transfers, or lease changes without proper management authorization.

PROPERTY & MOVE-IN READINESS

· Walk scheduled move-ins before the resident’s appointment and promptly report cleanliness, maintenance, appliance, safety, key, or presentation concerns.

· Coordinate with the manager and maintenance team regarding outstanding make-ready items and help verify completion when assigned.

· Walk common areas, models, amenities, and tour routes routinely and report lighting, grounds, trash, signage, cleanliness, or safety concerns.

· Help maintain a consistent luxury standard throughout the prospect and resident experience.

REQUIRED SKILLS & QUALIFICATIONS

· Strong customer service, sales, communication, organization, and follow-up skills.

· Professional written and verbal communication with the ability to remain composed in difficult situations.

· Comfort using property management software, email, office applications, online leasing tools, and digital communication platforms.

· Ability to prioritize multiple prospects, resident needs, appointments, deadlines, and administrative tasks in a fast-paced environment.

· High level of accuracy, dependability, discretion, initiative, and teamwork.

· Prior leasing, hospitality, sales, customer service, or multifamily experience preferred; luxury property experience is a plus.

· Ability to tour the property and apartment homes and perform other essential job duties with or without reasonable accommodation.

PERFORMANCE MEASURES

· Lead response time and quality of follow-up.

· Tour-to-application and application-to-lease conversion.

· Accuracy and completeness of leasing files and data entry.

· Move-in readiness and resident experience.

· Professionalism, attendance, teamwork, communication, and policy compliance.

· Contribution to occupancy, renewals, resident satisfaction, and community presentation.

Large Apartment Complex