RESIDENT EXPERIENCE GUIDE

Intro to Resident Experience Guide

Cortland grows at such a rapid pace through both new developments and acquisitions.  Whenever Cortland acquires a new company we also take on their culture and standards for engaging with residents. I created the Resident Experience Guide as a manual to ease the transition process of new employees to the Cortland way of engaging with residents.

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The Resident Experience Guide is a document that all employees have access to on Cortland's internal employee portal.  Prior to the Resident Experience Guide, employees used individual SOEs, word of mouth guidance from other senior employees, or during their initial onboarding training. The Resident Experience guide puts all of this information in one convenient place and includes additional documentation on vendors, event best practices, common communications, and other standards for increasing the resident experience.