Job Description

MAMA?

Founded in 2008 by Serge Trigano and his sons Jérémie and Benjamin (co-founders of Club Med), Mama Shelter is a creator of living spaces and a daily director!

These are atypical places, where everyone feels at home, places born of a blend of influences, freedoms, sensations and emotions. Each Mama tells the story of the city in which it is located, and all influences blend together. We offer our guests a joyful atmosphere and exceptional service at an affordable price.

More than just rooms and restaurants, Mama Shelter is a dynamic, a vibe: they are true urban refuges, not only aesthetically pleasing and modern but also popular, welcoming and sexy.

Whatever your role, we're all here to make the customer experience as unforgettable as possible.

Our mission: to bring little moments of happiness to people.

Our growth has enabled us to offer our teams great career paths through internal development and international mobility, and it's not a question of diplomas or years of experience.

Mama Shelter is part of Ennismore, a creative hotel group rooted in cultures and destinations, with a global portfolio of brands. Ennismore is a joint venture with Accor, founded in 2021.

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Our commitment to diversity and inclusion:

Mama is an inclusive company, and our ambition is to recruit and promote diverse talent.

🌟 THE MISSION

You are the heartbeat of Mama’s residences 🏡💖 — the one who makes every stay seamless, stylish, and unforgettable ✨🎉

As our Residences Manager, you don’t just manage apartments — you create homes, communities, and experiences that leave residents and owners raving 💫🌈. You are the bridge between ownership and operations, the strategic leader who ensures the residences run like a well-oiled machine ⚡🏢.

You lead and inspire your team, and keep everything ticking behind the scenes — while keeping Mama’s signature energy alive everywhere 🎶🔥.

Here’s what you’ll be responsible for:

• Homeowner Journey Maestro 🗝️💖
  
  Lead and orchestrate the complete homeowner journey — from Handover, Welcome & Orientation, The Art of Living Well, Community, Seamless Living, to Rental Program management (if applicable). Make every moment memorable. 🌟

• Legendary Service Champion 🏆💫
  
  Set and maintain Mama-level service standards through operational procedures that create “the grandest of feelings” Every interaction, every detail — perfect. 👌✨

• Trusted Advisor & Relationship Builder 🤝💬
  
  Build lasting relationships with homeowners. Be their go-to for all residential needs, lifestyle enhancements, and advice that makes life effortless and delightful. 🌈

• Operations & Excellence Commander 🛠️🛡️
  
  Oversee property operations — maintenance, security, concierge, housekeeping, and amenities — ensuring pristine spaces where residents thrive and feel cared for. 💎🏢

• Collaboration & Integration Ninja 🔗⚡
  
  Work across teams — Property & Maintenance, Lifestyle & Domestic Services, Hospitality Services, Community & Communication, and Security & Access — to deliver seamless, integrated experiences. 🧩🎉

• Financial & Resource Strategist 💰📊
  
  Manage budgets, track performance, and optimize resources without ever compromising on excellence or resident satisfaction. 💼✨

• Team Leader & Culture Builder 👥🌟
  
  Lead, inspire, and develop your team. Foster a culture of excellence, charisma, and thoughtful service. 💖💪

• Governance & HOA Partner 📝🏘️
  
  Coordinate with Homeowners Association management to ensure transparent communication, effective governance, and community harmony. 🤝🌿

• Safety & Security Guardian 🛡️🚨
  
  Implement and monitor protocols to keep residents safe while maintaining a welcoming, relaxed environment. 😌💫

• Continuous Improvement Driver 🔄📈
  
  Collect feedback, analyze trends, and continuously improve services to delight homeowners and maintain a competitive edge. 🌟💡

• Community & Lifestyle Ambassador 🌍🎉
  
  Represent the residences in the local community, delivering authentic destination experiences, coordinating events, and creating meaningful connections. 🥂🏡

• Hotel Integration Champion 🎶💖
  
  Work hand-in-hand with the hotel team to champion collaboration, enhance service delivery, and bring the Mama energy across all touchpoints. 🌈✨

Qualifications

MADE FOR YOU… ONLY IF ✨

• You are a senior hospitality professional with a proven track record in residences, serviced apartments, or luxury long-stay operations 🏨💼
• You are hands-on, operationally brilliant, and strategically minded ⚡🧩
• You inspire and lead with confidence 💪, charisma 💖, and authority 👑
• You are organized, decisive, and can juggle multiple priorities without breaking a sweat ⏰🔥
• You thrive under pressure 🧘‍♂️ and turn challenges into opportunities 💡🎯
• You know budgets, forecasting, and operational KPIs like the back of your hand 💰📊
• Pre-opening experience or lifestyle residential exposure is a big bonus 🏗️✨

YOUR LITTLE EXTRAS 🎯

• You make every resident feel special, every team member feel empowered 💫💖
• You bring creativity, energy, and a touch of mischief to leadership 😎🎉
• International or multi-property experience? Even better ✈️🌍
• You balance professionalism with fun — keeping the team and residents smiling at all times 😄🌈

Additional Information

Next, we're sure you know the tune 🎶:

• First melody: “At Mama, no AI! We review your application in person and take the time to understand your background. 🎧
• First verse: We organise an initial telephone interview with our People & Culture Team to see if your application fits in with our rhythm. 🤳
• Chorus: Once you've passed the phone interview, we'll arrange a remote meeting 💻 or a meeting at Mama 🤝 to meet the Gang!
• Last verse: Naturally, you'll receive a response from us within two to three weeks at the latest, whether it's a ✔️ or a ✖️.