Functions as the strategic business leader for residential service activities required between the homeowners and the management company. Manages luxury condominium facilities with attention to and support of the 4 Pillars of Operational Excellence. Monitors the development and implementation of residential brand strategies and supports the leadership team in flawless execution. Assists in developing and implementing property-wide initiatives that deliver products and services that create owner engagement while remaining in-line with the condominium documents. Acts as the liaison between the management company and the homeowners and fosters positive relationships between all parties.

CANDIDATE PROFILE

Education and Experience

• Bachelor’s degree from an accredited university in Hotel Management, Hospitality, Business Administration, or related major; 2 years’ experience in residential hospitality, or related professional area preferred.

CORE WORK ACTIVITIES

Maintaining Residences Operations

• Maintains knowledge of owners’ name/number/family members, residence numbers, and floor plans and hours of operation.

• Maintains knowledge of all marketing packages and promotions used by the sales team (if the property is still in sales).

• Maintains knowledge of the Hotel Reservation Services.

• Assists in the day to day operations for Residences, including vendor activity on-site and office administration.

• Conducts daily line-ups.

• Participates in monthly departmental meetings to review and assists in the implementation of action plans to improve employee and owner satisfaction.

• Provides employee recognition on an ongoing basis, including an annual staff event.

• Maintains knowledge of and complies with all residences policies and procedures and protects the privacy of the owners.

• Maintain knowledge of homeowner Rules & Regulations.

• Communicates with the General Manager or the Director of Residences regularly regarding issues and information relating to residents.

• Provides feedback to the General Manager of Director of Residences for local standard operating procedures and assists with departmental compliance.

• Creates an environment of open communication for associates and owners.

• Monitors logbooks and service requests to verify timely completion of tasks.

• Monitors unit admittance procedures and verifies correct key inventory.

• Creates and maintains filing system: work orders, reports, home care records, invoices, correspondence, owner forms and proof of insurance.

• Responds to and files office communication in a timely fashion.

• Sends newsletters, emails, and faxes on behalf of the association at the direction of the General Manager or Director of Residences.

• Maintains accurate homeowner’s roster and follow up with services deficiencies.

• Uses property management software and key control software.

• Communicates with homeowners, management and employees.

• Manages owner expectations while remaining calm and courteous.

• Works flexible hours, including weekends, holidays and evenings if necessary.

Managing and Conducting Residences Activities

• Assists in the planning and execution of services and lifestyle activities involving homeowners and the hotel when applicable.

• Supports the leadership team in fostering and maintaining good relationships with the homeowners and their representatives by providing services and amenities aligned with brand and quality standards.

• Participates in activities and communication that support full participation in the Owner Engagement Survey.

• Documents all resident requests, complaints or problems immediately, enters them into Buildinglink or similar software, and notifies the appropriate departments.

• Serves as a liaison between homeowners and various departments and builder/developer.

• Provides homeowners with at least 3 options for vendors or in-house services that can aid in home or unit maintenance. Reports any issues that pertain to vendors or service providers and assists in resolving the issue.

• Communicates a la carte services provided by the property and communicates requests in a timely manner.

• Submits maintenance and housekeeping requests to the appropriate department and follows up accordingly.

• Collects resident owner’s preferences, tracks and records additional preferences and enters them into the appropriate software system.

• Reports any common area items that are not in line with brand standards.

• Creates an environment that fosters WOW stories and Lionshare Best Practices (or similar brand-specific programs).

• Conducts operations in accordance with the Business Priority Matrix.

• Participates in the creation of WIG’s, Lead Measures and the WIG Boards. Participates in weekly BLT calls.

• Reviews balanced scorecards related to Employee/Owner Engagement.

• Plans regular social gatherings for owners and assists in the creation of newsletters and other methods for communicating events.

• Assists in the property’s cleanliness and protects physical assets through visual inspections and self-audits.

MIRJ