The Residences Overnight Manager, in coordination with the Director of Residences, directs and supervises the overnight team to ensure the smooth, efficient and to standard operation of the Residences.
Acting as the Manager on Duty, provides leadership and direction to the Residential team members on the overnight shift.
Maintains daily contact with individual unit homeowners, respond to their queries and solve any operational issues that arise.
Assist in people management eg. Hiring and training of all Residence team members, payroll, schedules, provide regular performance feedback, etc.
Be the first contact for any homeowner / tenant needs and concerns during the overnight hours, ensuring the highest level of service and responsiveness
Coordinate and manage the overnight operations of the residences. Be responsible for allocating duties and delegating work within the building, continuously monitoring the progress and ensuring that all work is kept up-to-date.
Eg. Oversee cleaning of common areas, preparation for upcoming resident requests, etc.
Responsible for preparing, reviewing and executing contingency plans for system malfunctions and emergency situations during the overnight shifts.
Perform daily inventory checks of supplies, keys, etc.
Manages all requests and à la carte service requests, changes and cancellations. Can answer homeowner calls and direct them appropriately.
Assist the Director of Residences and Facilities Manager in maintaining the homeowner’s assets through weekly, monthly walk-throughs to support the preventative maintenance program on the overnight shift
Resolves homeowner’s complaints, handles all homeowner interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible.
Responds to all homeowner requests in an accurate and timely manner. Interaction with homeowners will be in person and by phone.
Develop service improvement ideas, policies and procedures and implement them with approval of the Director of Residences
Support residential recognition efforts maintain homeowner profiles keeping up to date information readily available
Support training efforts between the M Avenue team and the supporting resort departments to ensure all service requests from private residence homeowners and tenants are understood, completed in a timely manner, to the highest standards of execution.
Handle all resident interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible;
resolve resident complaints; assist residents in all inquiries in connection with the property services, in-house events, directions, local attractions, pre-arrival needs, etc.
Become familiar with the legal and governance responsibilities of the Property Manager, Property Owners and Operator, and will remedy any conflicts that occur in-keeping with the project governing documents
SKILLS AND COMPENTENCIES
Fluent in English & French, written and verbal; local language an asset
Post-secondary education or equivalent experience
Must have at least 5 years previous luxury hospitality or residential experience, including overnight management
Basic First Aid / CPR & Emergency response training
Ability to use a variety of computer systems to run daily reports and process homeowner requests
Ability to effectively communicate within all levels of the organization on the status of security, Health & Safety issue
Has the emotional maturity to understand the impact and sensitivity of security issues
Moroccan passport holder ONLY