Job Description

Director of residences Implements high standards for all aspects of life-safety, loss-prevention, unit owner identity, and privacy protection. Operates within the constraints of the residences budget. Provides timely reporting of financial performance and projections to the Board. Manages luxury condominium facilities and all departments working within the building, including physical plant with attention to protection of the investment and plans to increase its value through superior care. Serves as a Liaison to Association shared services Directors (e.g., Loss Prevention, Human Resources, Accounting, and Housekeeping). Develops and implements property-wide strategies that deliver products and services to meet or exceed the needs and expectations of the brand's target customer and employees and provides a return on investment. Implements training programs related to property management reinforcing constant quality service. Continuously identifies and corrects building and service defects while providing increase in value.

Summary of Responsibilities: Reporting to the General Manager, responsibilities and essential job functions include but are not limited to the following: Managing Property Operations Works with Guidance team to develop an operational strategy that is aligned with the brand's business strategy and leads its execution. Prepare yearly action plans, guest satisfaction results and other data to identify areas of improvement of the business. Evaluates if Operations Team is meeting service needs and provides feedback to operations team. Participates in public space walk-throughs with Engineering and Housekeeping to ensure public space and back of the house areas are well-maintained and preventative maintenance processes are in place. Tours building on a regular basis speaking with employees, owners, and Board of Directors to understand business needs and assess operational opportunities. Works with team to put sustainable work processes and systems in place that support the execution of the strategy. Reviews reports and financial statements to determine the residential property is performing against the budget. Communicates a clear and consistent message regarding departmental goals to produce desired results. Manages luxury condominium facilities and all departments working within the building, including physical plant with attention to protection of the investment and plans to increase its value through superior care. Identifies and corrects building and service defects while providing increase in value. Implements high standards for all aspects of life safety, loss prevention, unit owner identity, and privacy protection. Maintains complete inventory of: Unit owners' information, parking and storage spaces, Owners' monthly/quarterly newsletter, services and information. Maintains complete knowledge of and complies with all hotel and residence policies and procedures. Other tasks, as assigned. Leading Operations Teams Verifies employees are treated fairly and equitably. Celebrates successes and publicly recognizes the contributions of team members. Fosters employee commitment to providing excellent service, participating in daily stand-up meetings and models desired service behaviors in all interactions with guests and employees. Develops and executes the necessary decisions to keep property moving forward toward achievement of goals. Implements training programs related to property management reinforcing constant quality service. Other tasks, as assigned. Managing Relationships with Property Stakeholders Attends owners and Board meetings and provides monthly reports and financial statements to the Board of Directors. Establishes strong relationships with all owners and their Board of Directors to maintain a successful residential community. Promotes synergy through education, communication and innovation. Other tasks, as assigned. Managing Profitability Works with direct reports to determine areas of concern and establish ways to improve the departments' financial performance. Prepares and operates within the constraints of the residences' Annual budget. Identifies key drivers of business success and keeping leadership focused on the critical few to achieve results. Develops and implements property-wide strategies that deliver products and services to meet or exceed the needs and expectations of the brand's target resident owner and employees and provides a return on investment. Provides timely reporting of financial performance and projections to the Board. Guides the Board on appropriate property management requirements and governance compliance. Other tasks, as assigned. Managing the Owner Experience Creates an atmosphere in all Residential common areas that meets or exceeds owner's expectations. Verifies core elements of the service strategy are in place to produce the desired results. Establishes and maintaining open, collaborative relationships with direct reports and entire operations team. Ensures direct reports do the same for their team. Interfaces with customers, (e.g., owners, vendors, guests) on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction. Adheres to the telephone etiquette. Handles owner's complaints by following the instant pacification procedure and verifying guest satisfaction. Other tasks, as assigned. Managing and Conducting Human Resources Activities Facilitates the development of creative solutions to overcome obstacles and manages the implementation to continually improve guest satisfaction results. Verifies that regular, ongoing communication is happening in Operations (e.g., pre-shift briefings, staff meetings). Fosters employee commitment to providing excellent service, participates in daily stand-up meetings and models desired service behaviors in all interactions with owners, their guests, and employees. Incorporates owner satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to continually improve results. Sets goals and expectations for direct reports using the performance review process and holds staff accountable for successful performance. Solicits employee feedback, utilizes an "open door policy" and reviews employee satisfaction results to identify and address employee problems or concerns. Verifies that property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard Operating Procedures (SOPs) and supports the Peer Review Process. Conducts annual performance appraisal with direct reports according to Standard Operating Procedures. Manages the implementation of brand and regional business initiatives and communicates follow-up actions to team as necessary. Other tasks, as assigned.

Management Competencies Leadership

Professional Demeanor - Exhibiting behavioral styles that convey confidence and command respect from others; making a good first impression and representing the company in alignment with its values.

Problem Solving and Decision Making - Identifying and understanding issues, problems, and opportunities; obtaining and comparing information from different sources to draw conclusions, develop and evaluate alternatives and solutions, solve problems, and choose a course of action.

Communication - Conveying information and ideas to others in a convincing and engaging manner through a variety of methods. Strong public presentation skills.

Adaptability - Maintaining performance level under pressure or when experiencing changes or challenges in the workplace.

Managing Execution

Planning and Organizing - Gathering information and resources required to set a plan of action for self and/or others; prioritizing and arranging work requirements to accomplish goals and ensure work is completed.

Driving for Results - Setting high standards of performance for self and/or others; assuming responsibility for work objectives;

Schedule: Full-time