Director, Residence 
(16427)

At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy™, and a team who are meticulous but warm, we seek to exceed our guests’ expectations at every possible turn. 

Woven seamlessly into the diverse, dramatic vistas of one of Mexico’s last tropical beachfront jungles in Riviera Nayarit, One&Only Mandarina provides the perfect balance between chic treehouse seclusion and clifftop villas. The warm Mexican charm is one of our most unique and valued assets. With abundant knowledge and generosity, we anticipate our guest’s every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it’s our passion.

About the Job.

Responsible for the delivery of the One&Only Private Homes experience. This role will report to the Property’s General Manager and have overarching accountability for the delivery of the Brand Experience, Property Management, Financial Management, Asset Management, HOA Management, Homeowner Communication, and Rental, while being the property advocate for all homeowners and governing bodies.
The Director of Residence will develop and implement property specific management strategies for the Residence in partnership with the General Manager, Private Homes Global Office and other department heads in line with the Ultra Luxury standards offered within the adjacent and integrated resort setting. The role will also be responsible for ensuring that the Residence component remains compliant with relevant building authority obligations, local legislation and industry best practice at all times.

Duties & Responsabilities.

• Support Global Office Private Homes team on establishing applicable management agreements, governing documents, undertaking licensing activities and establishing HOA budget estimates.
• Establish property specific SOP’s to enable and ensure the effective delivery of brand standards into the Residence component.
• Lead the onboarding of property’s Private Homes team including but not limited to:
o Executive support
o Accounting and finance
o Front office
o Engineering
o Security
o Housekeeping
• Monitor property and asset readiness during the pre-opening/construction completion phase working closely with the developer partner to address any shortcomings and minimize risk to the brand.
• Manage communication relevant to establishing and implementing of the Residential Homeowners Associations (or equivalent) with a comprehension of local real estate legislation to ensure compliance in all matters.
Property & Asset Management
• Establish and execute an annual residential operations plan.
• Provide and oversee the delivery of brand standard front of house operations within the Residence component, consistently achieving high owner engagement results in annual surveys.
• Maintain harmony and peaceful use and enjoyment of the property and its common facilities amongst all Residence occupants, the hotel and other components, by anticipating issues ahead of time and establishing appropriate management solutions accordingly.
• Establish and execute risk management, preventive maintenance and ongoing regular maintenance plans for the development and undertake regular property walkthroughs with Engineering, Housekeeping and Security to ensure public space and back of the house areas are appropriately maintained.
Kerzner business use
• Respond appropriately in the event of any residential emergency or safety situation complying with local codes and ordinance ensuring homeowner and team safety
• Prepare and distribute monthly management reports to respective stakeholders including: General Manager, Kerzner Global Office – Private Homes and members of HOA board, detailing an overview of the month's activities for the applicable property.
• Train, lead by example and establish a culture of continuous improvement amongst the One&Only Private Homes team, delivering and constantly reinforcing high levels of quality service inline with brand standards.
• Oversee and be accountable for all homeowner/occupant communication including outbound emails, notices, invoicing and newsletters ensuring conformity with brand standards.
• Update and maintain database of property owners and tenants in One&Only property management and customer relationship management systems.
• Maintain detailed register of statutory compliance activities for the benefit of the ownership and the property insurance policy.
• Liaise with Engineering, Risk, Finance and other departments in the management of any insurance claims applicable to the Residence component.
• Work with Director of Engineering and Director of Finance to plan, implement and administer a five-year capital replacement plan.
• Manage all purchasing, procurement and third party contracts on behalf of the residential entity
Finance and Insurance Management
• Prepare annual operating budgets in accordance with the entities rules & regulations and by-laws with the assistance from Director of Engineering and Director of Finance and ensure budgets are effectively uploaded into property’s financial management system.
• Ensure compliance with One&Only financial reporting requirements and assist in the annual financial auditing requirements in line with region specific HOA legislation.
• Undertake regular reviews of property expenditure against budget to ensure financial performance of the Residential component in line with budgets throughout year.
• Identify and implement cost saving initiatives within the property without compromising on brand standard service levels.
• Manage HOA asset registry and ensure it’s current at all times.
HOA Management
• Manage day-to-day operations of the Residential Homeowners Association (or equivalent) ensuring adherence to local legislation and One&Only policies and procedures, within the framework of management structure agreed upon.
• Manage and facilitate HOA meetings as legislated in the governing documents, annual general meeting, extraordinary meetings, in compliance with local legislation and best practice governance procedures.
• Demonstrate an understanding of the fundamental deliverables and items to be actioned as per the governing documents (legislation, by-laws, declaration, rules and regulations etc.).
• Demonstrate an understanding of all legal agreements pertaining to the operation of the residential entities.
• Discuss and explain all rules and regulations for Private Homes, Branded Residences to homeowners.
• Educate homeowners regarding their entitlements as it relates to their specific ownership
Rental
• Communicate with all homeowners regarding the terms and conditions of the rental program agreement and homeowner own use nights.
• Educate and advise homeowners of rental performance, allocation & occupancy, and always do you utmost to ensure a fair and equitable allocation of inventory.
• Participate in property revenue management meetings and strategic decisions to increase rental occupancy and revenue contribution.

About you.

• Recognised Bachelors Degree in Business/Building Surveying/Hospitality/Property Management
• 3-5 years working in high end or luxury mixed use JOP/HOA/Strata developments.
• Applicable property management or HOA management qualification (i.e: CPM, CMCA, AMS, PCAM etc) if not must be prepared to obtain either of the below within first six months.
  • Community Manager of Community Associations (CMCA) by CAMICB
  • Managing Condominium and Homeowner Associations by IREM
• Experience in luxury, or boutique hotel guest services department (preferred)
• Must be fluent in verbal and written English and Spanish
• Strong leadership skills and interpersonal communication skills.
• Excellent computer literacy required. Microsoft Office proficiency (incl Excel)
• Excellent listening and comprehension skills required.

About you.

Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.