Cluster Director, Branded Residences 
(20880)

At Kerzner, we never settle. Through continued innovation, our team of pioneers push until the next level is achieved, and then to keep going. Our philosophy is simple - we go above and beyond to Blow Away our Guest and Colleagues. Good enough never is. For us, it is all about perfection and innovation. This is not simply our job, it’s our passion. 
 

Our Colleagues are at the heart of who we are and what we do. With an international team of over 10,000 Colleagues and strong strategic growth on the horizon, we offer unrivalled career opportunities around the world. We are committed to provide our Colleagues at all levels with opportunities to grow and develop within the organisation through personalised development plans and tailored succession planning. We invest in our communities to sustain the environment where we operate and minimising our own footprint. Whether it is through animal conservation, education or tree-planting, we like to give back in as many ways as we can to help our communities flourish.
 

The Cluster Director, Branded Residences, will have background hospitality and property management. The role will have administrative and operational oversight of the Branded Residences component for two properties based in Montenegro and reports to the Cluster General Manager.

This role will have overarching accountability for the delivery of brand experience, property management, HOA administration & governance, lifestyle, health & safety, administration, facility management, housekeeping, legal compliance and delivery of all elements of the Rental Program.

The Cluster Director, Branded Residences, will develop and implement property specific management strategies for the Branded Residences in partnership with the Cluster General Manager, Branded Residences Global Office and other department heads in in line with the ‘Ultra Luxury’ standards offered within the adjacent and integrated resort setting.

• Provide and oversee the delivery of brand standard front of house operations within the Branded Residences component, consistently achieving high owner and rental guest engagement results in annual surveys.
• Maintain harmony and peaceful use and enjoyment of the property and its common facilities amongst all Branded Residences occupants, the hotel and other components, by anticipating issues ahead of time and establishing appropriate management solutions accordingly.
• Manage day-to-day operations of the Residential Homeowners Association (or equivalent) ensuring adherence to local legislation and Company policies and procedures, within the framework of management structure agreed upon.
• Coordinate and facilitate HOA quarterly meetings (or as legislated) and annual general meeting in compliance with local legislation and best practice governance procedures.
• Undertake regular property walkthroughs with Engineering, Housekeeping and Security to ensure public space and back of the house areas are appropriately maintained and preventative maintenance processes are in place and being adhered to.
• Prepare and distribute monthly management reports to respective stakeholders including: Cluster General Manager, Kerzner Global Office – Branded Residences, members of HOA board and Branded Residences Owners 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 Branded Residences team, delivering and constantly reinforcing high levels of quality service inline with brand standards.
• Oversee and be accountable for all owner/occupant communication including outbound emails, notices, invoicing and newsletters ensuring conformity with brand standards.
• Update and maintain database of Branded Residences owners and guests in 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 Cluster Director of Engineering and Cluster Director of Finance to plan, implement and administer a five-year capital replacement plan.

Finance and Insurance Management

• Prepare annual operating budgets with the assistance from Cluster Director of Engineering and Cluster Director of Finance and ensure budgets are effectively uploaded into property’s financial management system.
• Ensure compliance with 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.

Rental Program Management

• Manages day-to-day operations of Rental Program, ensuring the quality, standards and meeting the expectations of guests on a daily basis.
• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Intervenes in any guest/employee situation as needed to insure the integrity of the property is maintained, guest satisfaction is achieved, and employee wellbeing is preserved.
• Interacts with Rental Program guests on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
• Ensures Financial Reconciliation of guests stays and Homeowner revenue sharing.
• Undertakes property quality inspections and makes appropriate recommendation for capital upgrades to the Branded Residences FF&E packages accordingly.

Education or Certification

• Recognised bachelor’s degree in Business Administration/Building Surveying/Hospitality/Property Management
• 3-5 years working in high end or luxury mixed use JOP/HOA/Strata developments.
• Applicable property management of HOA management qualification (or be prepared  
• Experience in luxury, or boutique hotel guest services department (preferred)
• Understanding of Local Real Estate Legislation
• Must be fluent in verbal and written English
• Strong leadership skills and interpersonal communication skills.
• Excellent computer literacy required. Microsoft Office proficiency (incl Excel)

Our company 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, innovative, inclusive, and inspiring 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.