Manager, Residences

To support the Director, Private Homes & Rental in the successful execution of the Private Homes operations to an Ultra-Luxury standard including all guest-facing services, in addition to back of house maintenance and administrative functions of the HOA.

Key Duties and Responsibilities:

• The Manager, Residences is a key member of the Private Homes Team and is responsible for the delivery of the One&Only Residences experience. The Manager, Residences will report to the Director, Private Homes & Rental and will play a vital role in the delivery of the Brand Experience, Property Management, Financial Management, Asset Management, HOA Management, Homeowner Communication, and Rental Program whilst being a property advocate for all homeowners and governing bodies. He/She will provide support in the roll out of property specific management strategies for the Residence in partnership with the Director, Private Homes & Rental and other departments in line with the Ultra-Luxury standards offered within the integrated Resort setting.
• To work with the Director, Private Homes & Rental to establish, implement and refine operational strategy that is aligned with the brand’s service standards.
• To monitor property and asset readiness during the pre-opening/construction completion phase by working closely with the developer partner to address any shortcomings and to minimize risk to the brand.
• To undertake daily property walkthroughs with Engineering Team, Housekeeping Team and Security Team to ensure that the public space and back of the house areas are appropriately maintained.
• To follow up on walkthroughs to ensure that identified concerns are actioned in line with the requirements of the brand standards.
• To oversee daily lineup activities, when required.
• To be aware of the local Health & Safety legislation/building codes and to play an active role in compliance of the property with that legislation.
• To play a lead role in homeowner/occupant communication including responding to enquiries in a timely and professional manner, coordinating outbound emails, notices, invoicing and newsletters ensuring conformity with brand standards.
• To ensure that all operational signage and noticeboards always remain updated and relevant to the actual property operations.
• To continually monitor and update the database of property owners in the customer relationship management systems.
• To support the Director, Private Homes & Rental and the Finance Team in the preparation of reports relating to:
• Service Charge Collections
• Events and Special Projects
• Property Condition Surveys
• Monthly & Annual Operations Report

HOA management:

• To support the Director, Private Homes & Rental with Syndic duties.
• To be responsible for Residents event coordination by acting as point-of-contact (e.g. greet residents and fulfill needs) and by facilitating event experiences (e.g. food and beverage, service needs) throughout the process (pre-event, event, post-event).
• To ensure appropriate filing of all applicable HOA management documents including approved budgets, financial audits, insurance policies, SOPs, meeting minutes and monthly reports.
• To interface with homeowners on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.

 Rental Operations:

• To assist with alt queries, plans, and arrangements of rental guests prior to their stay.
• To ensure correct filling of rental guests’ requests and to communicate with all related departments.
• To coordinate check-in and check-out processes for all rental guests, ensuring all pre-arrival requests are fulfilled.
• To inspect Private Homes regularly to ensure quality standards are maintained for all arrival, occupied and departure units.
• To supply guests with information and recommendations regarding property amenities, services, hours of operations and local areas of interest.
• To anticipate service needs, including asking questions to better understand needs and watching/listening to preferences and acting on them whenever possible to deliver wow moments.
• To ensure complete and comprehensive handover is given to the next shift.
• To maintain a presence within the Private Homes compound and other common Resort areas.
• To record meeting minutes and to prepare agendas as well as relevant reports for annual general assembly and quarterly meetings (as required) of homeowners.
• To ensure appropriate filing of all applicable HOA management documents including approved budgets, financial audits, insurance policies, SOPs, meeting minutes and monthly reports.
• To interface with homeowners on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
• To schedule deep cleaning and preventive maintenance tasks in vacant units.
• To schedule appointments with the Director, Private Homes & Rental.

 Leading People:

• To advocate and to uphold the company’s policies to ensure a healthy, inclusive and safe working environment for all team members.
• To act as a liaison among all different departments involved in the successful operation of the Private Homes.
• To celebrate successes and to publicly recognize colleague contributions for positive performance.
• To foster colleague commitment to providing extraordinary service by participating in daily operational meetings and by modelling desired service behaviors in all interactions with homeowners, rental guests and colleagues.
• To implement training programs related to residential reinforcing constant quality service.
• To ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with the company policies, procedures, and brand standards.

 About You:

The ideal candidate should have at least a Degree in Hospitality Management or Property Management. The candidate should have at least 2 years of experience in the same role in an international ultra-luxury resort. He/ She must be fluent in written and spoken English and French.  The ideal candidate should have strong leadership skills and be guest oriented.