Position Type: Full time
State: VA
City: Arlington
Zip Code: 22203

Overview

AvalonBay Communities, Inc., an equity REIT, has a long-term track record of developing, redeveloping, acquiring and managing distinctive apartment homes in some of the best U.S. markets, and delivering outsized, risk-adjusted returns to shareholders. With equal parts experience and vision, we’ve established a leadership position rooted in our purpose of creating a better way to live and that is always focused on building value for the long term.

Creating a better way to live is the purpose that binds AvalonBay associates. We take that purpose seriously and expect you will as well. By focusing on collaboration, innovation, and taking ownership of our choices and actions, we act in ways that focus on creating value for our customers, investors and associates. Your positive, professional, and consistent personal interactions make AvalonBay a great place to work.

The Role

The Ancillary Services Coordinator provides comprehensive support for ancillary service projects and innovation initiatives. This role manages amenity reservations, optimizes revenue-generating programs, and supports the implementation of new service offerings as they are piloted and scaled across the organization.

Essential Job Functions

• Guest Relations & Reservation Management Serves as primary point-of-contact for amenity reservation guests. Manages inquiries, schedules tours, addresses concerns through third-party platforms, and configures smart lock access for tours and events. Reviews guest feedback post-event and implement improvements to enhance customer experience.

• Operations Coordination & Quality Assurance Collaborates with Residential Service teams to create accurate listings and audit templates. Schedules security services as needed for events, maintains calendars and internal databases (Excel, Microsoft Teams), and ensures operational processes run smoothly and efficiently.

• Team Collaboration & Program Communication Works effectively with ancillary services team members and cross-functional departments. Communicates program updates, identifies opportunities to enhance guest experience through improved messaging and templates, and maintains consistent service standards.

• Revenue Optimization & Market Analysis Investigates listing positioning issues and develops recommendations to maximize revenue. Identifies high-performing spaces on third-party platforms, researches new revenue opportunities, and coordinates with Legal, Risk Management, and Tax departments as needed for implementation.

• Special Projects & Innovation Support Leads assigned special projects related to ancillary services expansion and process improvement. Supports the development and rollout of new service offerings, analyzes performance metrics, and recommends strategic enhancements to existing programs.

Non-Essential Functions:

All other tasks as assigned by the manager.

Minimum Qualifications:

Education:

• Bachelor’s degree in Marketing, Communications, or Business preferred.

Certification or Licensures:

• None required.

Experience:

• Minimum 2 years of customer service, property management, or hospitality experience

• Experience with reservation systems and third-party booking platforms preferred

• Social media and online reputation management experience a plus

Knowledge, Skills, and Abilities:

• Strong written and verbal communication skills in English

• Proficiency in Microsoft Office Suite (Word, Excel, Outlook)

• Experience with customer relationship management (CRM) systems, smart lock technology platforms, and property management software

• Basic mathematical skills for revenue analysis and reporting

• Strong organizational and multitasking abilities

• Problem-solving skills and attention to detail

Physical Demands:

• Normal office environment

Working Environment:

• Normal office environment

Training:

• Satisfactory completion of AVB’s new hire orientation within 30 days of employment or the first training session offered after employment.

• Any other applicable training assigned by the manager.

How AvalonBay Supports You

Additional Info

AvalonBay is proud to be an equal opportunity employer and is committed to an inclusive and diverse work environment free of discrimination and harassment.  We believe that in order to achieve our purpose of creating a better way to live, we must recruit, develop and retain associates with a wide range of backgrounds, experiences and perspectives and create an environment that encourages all voices to be heard, understood and appreciated. With this we know we can do great things.

AvalonBay makes employment decisions without regard to a person’s race, ethnicity, color, religion, sex, national origin, sexual orientation, gender identity, pregnancy (including childbirth, lactation or related medical conditions), age, physical or mental disability, genetic information (including characteristics or testing), citizenship status, military or veteran status, or any other status protected by the law.

For California residents, if you elect to apply to AvalonBay you accept the AvalonBay California Personnel Privacy Notice (https://www.avaloncommunities.com/california-personnel-privacy-notice/)

Job ID JR105036