Residential Services Manager

** Additional Information*
* ** Job Number*
* ** Job Category
** Rooms & Guest Services Operations

** Location
* * 1 Bay Dr, Lahaina, Hawaii, United States, 96761
VIEW ON MAP ()

** Schedule
* * Full Time

** Located Remotely?
** N

** Position Type
** Management

** Pay Range:**  $88,000 - $115,000 Annually

** Bonus Eligible:
** Y

** JOB SUMMARY*
* Functions as the strategic business leader for residential service activities required between the homeowners and the management company. Manages luxury condominium facilities with attention to and support of the 4 Pillars of Operational Excellence. Monitors the development and implementation of residential brand strategies and supports the leadership team in flawless execution. Assists in developing and implementing property-wide initiatives that deliver products and services that create owner engagement while remaining in-line with the condominium documents.

Acts as the liaison between the management company and the homeowners and fosters positive relationships between all parties.

** CANDIDATE PROFILE*
* ** Education and Experience*
* - Bachelor's degree from an accredited university in Hotel Management, Hospitality, Business Administration, or related major; 2 years' experience in residential hospitality, or related professional area preferred.

** CORE WORK ACTIVITIES*
* ** Maintaining Residences Operations*
* - Maintains knowledge of owners' name/number/family members, residence numbers, and floor plans and hours of operation.

- Maintains knowledge of all marketing packages and promotions used by the sales team (if the property is still in sales).

- Maintains knowledge of the Hotel Reservation Services.

- Assists in the day to day operations for Residences, including vendor activity on-site and office administration.

- Conducts daily line-ups.

- Participates in monthly departmental meetings to review and assists in the implementation of action plans to improve employee and owner satisfaction.

- Provides employee recognition on an ongoing basis, including an annual staff event.

- Maintains knowledge of and complies with all residences policies and procedures and protects the privacy of the owners.

- Maintain knowledge of homeowner Rules & Regulations.

- Communicates with the General Manager or the Director of Residences regularly regarding issues and information relating to residents.

- Provides feedback to the General Manager of Director of Residences for local standard operating procedures and assists with departmental compliance.

- Creates an environment of open communication for associates and owners.

- Monitors logbooks and service requests to verify timely completion of tasks.

- Monitors unit admittance procedures and verifies correct key inventory.

- Creates and maintains filing system: work orders, reports, home care records, invoices, correspondence, owner forms and proof of insurance.

- Responds to and files office communication in a timely fashion.

- Sends newsletters, emails, and faxes on behalf of the association at the direction of the General Manager or Director of Residences.

- Maintains accurate homeowner's roster and follow up with services deficiencies.

- Uses property management software and key control software.

- Communicates with homeowners, management and employees.

- Manages owner expectations while remaining calm and courteous.

- Works flexible hours, including weekends, holidays and evenings if necessary.

** Managing and Conducting Residences Activities*
* - Assists in the planning and execution of services and lifestyle activities involving homeowners and the hotel when applicable.

- Supports the leadership team in fostering and maintaining good relationships with the homeowners and their representatives by providing services and amenities aligned with brand and quality standards.

- Participates in activities and communication that support full participation in the Owner Engagement Survey.

- Documents all resident requests, complaints or problems immediately, enters them into Buildinglink or similar software, and notifies the appropriate departments.

- Serves as a liaison between homeowners and various departments and builder/developer.

- Provides homeowners with at least 3 options for vendors or in-house services that can aid in home or unit maintenance. Reports any issues that pertain to vendors or service providers and assists in resolving the issue.

- Communicates a la carte services provided by the property and communicates requests in a timely manner.

- Submits maintenance and housekeeping requests to the appropriate department and follows up accordingly.

- Collects resident owner's preferences, tracks and records additional preferences and enters them into the appropriate software system.

- Reports any common area items that are not in line with brand standards.

- Creates an environment that fosters WOW stories and Lionshare Best Practices (or similar brand-specific programs).

- Conducts operations in accordance with the Business Priority Matrix.

- Participates in the creation of…