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The Residences Manager reports to the Hotel Manager and is responsible for the overall operations of the Raffles Residences, including Resident Services, Owner Relations, Housekeeping, Engineering Coordination, Security liaison, and all resident-facing touchpoints. The role includes supervising the residential team, managing day-to-day operations, and maintaining the highest standards of luxury service and brand consistency. The Residences Manager ensures residents and owners receive an exceptional, personalized experience while coordinating closely with the Hotel Manager and other hotel departments.
Job Responsibility:
Plan, direct, and oversee all residential operations to achieve objectives in Resident Satisfaction, service excellence, asset upkeep, brand consistency, and operational performance
Support the annual budgeting process for the Residences and ensure all operational expenses are within the guidelines set by Accor and Raffles
Manage the Residences budget in coordination with the Hotel Manager and Finance Department, ensuring cost control and efficient resource management
Lead and guide the Residence Services team (Housekeeping, Maintenance, Security, Concierge) to achieve Key Performance Indicators (KPIs), including service quality, response times, and resident engagement
Ensure all resident communications -including check-in/check-out, concierge requests, and updates adhere to Raffles standards and provide a seamless, personalized experience
Coordinate with internal hotel departments to guarantee consistent, high-quality service delivery for all residents
Personally welcome key residents, and VIP guests, ensuring an elevated and bespoke experience
Document all operational issues, resident feedback, and incidents, ensuring thorough follow-up and preventative measures
Maintain a visible presence throughout the Residences, engaging with residents and colleagues, fostering team spirit, and ensuring resident satisfaction
Embody and promote the Raffles brand values, Code of Ethics and culture of service excellence
Requirements:
Fluency in Russian (native or near-native) and excellent command of English
Degree in Hospitality Management, Business Administration, or a related field preferred
Minimum 5 years of experience in luxury hospitality, branded residences, serviced residences, or high-end property management, ideally with UHNW clientele
Proven experience managing teams, maintenance and resident services in a luxury environment