About the Role

The Manager, Residences will be a key member of the Private Homes Team and will be responsible for the delivery of the One&Only Residences experience. The Manager, Residences will report to the Director, Private Homes and will play a vital role in the delivery of the Brand Experience, Property Management, Financial Management, Asset Management, HOA Management, Homeowner Communication, and Rental Program whilst being a property advocate for all homeowners and governing bodies. He/She will provide support in the roll out of property specific management strategies for the Residence in partnership with the Director, Private Homes and other departments in line with the Ultra-Luxury standards offered within the integrated Resort setting.

Key Duties and Responsibilities

• To support the Director, Private Homes in the successful execution of the Private Homes operations to an Ultra-Luxury standard including all guest-facing services, in addition to back of house maintenance and administrative functions of the HOA.

Pre-Opening

• To work with the Director, Private Hornes to establish, implement and refine operational strategy that is aligned with the brand’s service standards.
• To monitor property and asset readiness during the pre-opening/construction completion phase by working closely with the developer partner to address any shortcomings and to minimize risk to the brand.

Property & Asset Management

• To undertake daily property walkthroughs with Engineering Team, Housekeeping Team and Security Team to ensure that the public space and back of the house areas are appropriately maintained.
• To follow up on walkthroughs to ensure that identified concerns are actioned in line with the requirements of the brand standards.
• To oversee daily lineup activities, when required.
• To be aware of the local Health & Safety legislation/building codes and to play an active role in compliance of the property with that legislation.
• To play a lead role in homeowner/occupant communication including responding to enquiries in a timely and professional manner, coordinating outbound emails, notices, invoicing and newsletters ensuring conformity with brand standards.
• To ensure that all operational signage and noticeboards always remain updated and relevant to the actual property operations.
• To continually monitor and update the database of property owners in the customer relationship management systems.
• To support the Director, Private Homes and the Finance Team in the preparation of reports relating to:
  • Service Charge Collections
  • Events and Special Projects
  • Property Condition Surveys
  • Monthly & Annual Operations Report

HOA management

• To support the Director, Private Homes with Syndic duties.
• To be responsible for Residents event coordination by acting as point-of-contact (e.g. greet residents and fulfill needs) and by facilitating event experiences (e.g. food and beverage, service needs) throughout the process (pre-event, event, post-event).
• To ensure appropriate filing of all applicable HOA management documents including approved budgets, financial audits, insurance policies, SOPs, meeting minutes and monthly reports.
• To interface with homeowners on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.

Rental Operations

• To assist with alt queries, plans, and arrangements of rental guests prior to their stay.
• To ensure correct filling of rental guests’ requests and to communicate with all related departments.
• To coordinate check-in and check-out processes for all rental guests, ensuring all pre-arrival requests are fulfilled.

• To inspect Private Homes regularly to ensure quality standards are maintained for all arrival, occupied and departure units.
• To supply guests with information and recommendations regarding property amenities, services, hours of operations and local areas of interest.
• To anticipate service needs, including asking questions to better understand needs and watching/listening to preferences and acting on them whenever possible to deliver wow moments.

• To ensure complete and comprehensive handover is given to the next shift.
• To maintain a presence within the Private Homes compound and other common Resort areas.

• To record meeting minutes and to prepare agendas as well as relevant reports for annua| general assembly and quarterly meetings (as required) of homeowners.
• To ensure appropriate filing of all applicable HOA management documents including approved budgets, financial audits, insurance policies, SOPs, meeting minutes and monthly reports.
• To interface with homeowners on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
• To schedule deep cleaning and preventive maintenance tasks in vacant units.
• To schedule appointments with the Director, Private Homes.

Leading People

• To advocate and to uphold the company's policies to ensure a healthy, inclusive and safe working environment for all team members.
• To act as a liaison among all different departments involved in the successful operation of the Private Homes.
• To celebrate successes and to publicly recognize colleague contributions for positive performance.
• To foster colleague commitment to providing extraordinary service by participating in daily operational meetings and by modelling desired service behaviors in all interactions with homeowners, rental guests and colleagues.
• To implement training programs related to residential reinforcing constant quality service.
• To ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with the company policies, procedures, and brand standards.