Director of Residences

Overview

Company Description Our esteemed portfolio encompasses the world's most prestigious luxury & lifestyle brands, including Raffles, Fairmont, SLS, Delano, Sofitel, Rixos, and others. We specialize in creating exceptional residential sanctuaries where homeowners experience unparalleled comfort, sophistication, and a strong sense of belonging in their daily lives. We are the architects of unforgettable living experiences, meticulously curating every detail to transform houses into cherished homes and foster genuine, lasting connections.

Job Description As Director of Residences at the Raffles Boston, you will lead the homeowner experience, from pre-move-in preparations to ensuring exceptional residential living. This pivotal role demands a proactive, empathetic approach to ensure our homeowners consistently experience the hallmark Raffles hospitality. You will thoughtfully curate bespoke services, cultivate genuine relationships, and consistently "make magic" for our residents. This role champions the brand's unwavering commitment to transforming moments into cherished memories, all while upholding the most exacting standards of luxury residential operations.

• Homeowner Journey Leadership:
  • Strategically lead and meticulously manage the complete Homeowner Journey across all phases:
  • Handover:
    Seamless transition and onboarding process.
  • Welcome & Orientation:
    Personalized integration into the residence and community.
  • The Art of Living Well:
    Curating services that enhance daily life.
  • Community:
    Fostering engagement and belonging among residents.
  • Seamless Living:
    Ensuring effortless and enjoyable day-to-day operations.
  • Rental Program Management:
    Oversee and optimize any residential rental programs.
• Service Excellence & Standards:
  • Establish, implement, and rigorously maintain Raffles' legendary service standards through comprehensive operational procedures, policies, and training initiatives.
  • Continuously evaluate and refine service delivery to ensure consistent excellence and anticipate homeowner needs.
• Relationship Management:
  • Cultivate and nurture profound, lasting relationships with homeowners, serving as their primary point of contact and trusted advisor for all residential needs, inquiries, and lifestyle enhancement opportunities.
  • Proactively anticipate and address homeowner concerns, ensuring swift and satisfactory resolutions.
• Operational Oversight:
  • Direct and oversee all aspects of residential property operations, including:
  • Maintenance Excellence:
    Ensuring impeccable upkeep and proactive maintenance.
  • Security Protocols:
    Implementing robust, discreet, and effective security measures.
  • Concierge Services:
    Delivering personalized and anticipatory concierge support.
  • Housekeeping Standards:
    Maintaining pristine residential environments.
  • Amenity Management:
    Overseeing the immaculate presentation and optimal functionality of all residential amenities.
• Cross-Functional Collaboration:
  • Foster strong, collaborative relationships with departmental managers across the hotel/resort to ensure integrated and seamless service delivery in areas such as:
  • Property & Engineering
  • Lifestyle & Domestic Services
  • Hospitality Services (e.g., F&B, Spa access)
  • Community & Communications
  • Security & Access Control
• Financial Management:
  • Manage the financial performance and provide meticulous budget oversight for all residential operations.
  • Ensure optimal resource allocation, cost control, and revenue generation (where applicable), while upholding service excellence and homeowner satisfaction.
  • Prepare and analyze financial reports, making data-driven decisions to enhance efficiency and profitability.
• Team Leadership & Development:
  • Recruit, lead, develop, mentor, and inspire a high-performing residential team (referred to as "Heartists").
  • Foster a culture of excellence, dedication, and genuine hospitality that embodies Raffles' values of warm, generous, gracious, authentic, imaginative, curious, dedicated, and joyful service.
  • Conduct regular performance reviews and provide continuous professional development opportunities.
• HOA & Governance:
  • Coordinate effectively with Homeowners Association (HOA) management, ensuring transparent…