The Residences Services Manager, in coordination with the Director of Residences, directs and supervises the dedicated team to ensure the smooth, efficient and to standard operation of the Residences.
Acting as the Manager on Duty, provides managerial and administrative support including coordinating move-in and interior decorating / finishing procedures for unit owners, conducting orientation for new unit owners, handling of day to day operations from ensuring a smooth running of the housekeeping and filing of records, maintenance of logs related to expenses to supervising all functions of the residences.
Maintain 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.
In the absence of the Director of Residences, be the first contact for any homeowner / tenant needs and concerns, ensuring the highest level of service and responsiveness
Coordinate and manage the day-to-day operations of the residences. Eg. Oversee the resident events in common areas or in-unit, assist with purchase orders, etc.
Assist with new homeowner orientations to the residences. Ensure all required policies and procedures are understood and signed.
Responsible for all supplies inventory, departmental equipment and stationery, co-ordination and maintenance of this as required, ensuring adequate departmental supplies are ordered under a strict cost control.
Support Concierge team in a la carte requests and coordination
Assists the Director of Residences and Facilities Manager in maintaining the homeowner’s assets through weekly, monthly walk-throughs to support the preventative maintenance program
Develop service improvement ideas, policies and procedures and implement them with approval of the Director of Residences
Lead training efforts between the Residential Division 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.
Leads residential recognition efforts maintain homeowner profiles keeping up to date information readily available, be Elite contact.
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, written and verbal; local language an asset
Post-secondary education or equivalent experience
Previous luxury hospitality or residential experience preferred
Strong mathematical, analytical and business acumen skills
Additional Qualifications :
High level of communication in French and English.
Moroccan passport holder