Residential Services Manager

• The Residential Services Manager responds to a wide variety of homeowner requests by accurately assessing the resident’s needs and inquiries
• offering personal recommendations and personalized touches to achieve maximum resident satisfaction while complying with all Four Seasons’ policies
• Along with assisting the Residential Leadership team with day-to-day administrative and operational duties of the division
• including organization, daily labor reports, pre-arrival assistance, and reconciling the work orders and billing process for any in-house service provided to the homeowner
• The Residential Services Manager will provide support for all aspects of the Residential Operation and is responsible for delivering the highest level of hospitality and professionalism in all resident interactions, accommodating special requests whenever possible
• resolving resident complaints
• assisting residents in all inquiries in connection with residence/resort services, hours of operations, key residence/hotel personnel, in-house events, directions, etc.
• Responds to all resident requests in an accurate and timely manner making recommendations based on local knowledge and residence practices
• Build relationships with residents and safeguard the assets and resources of the Association
• Coordinates any a la carte service requests and ensures accurate billing is followed
• Will plan, organize, control, and direct the work of employees in the Residential Service area, while ensuring superior quality and consistency at the Four Seasons experience for the Residences owners and visitors
• Processes packages and mail which may be either outgoing or incoming in an accurate and timely manner
• stores and retrieves resident packages, groceries, luggage, dry cleaning, and flowers, among other items
• Efficiently manages schedules and grants access to the building(s) and units for all vendor/contractor/homeowners' service providers and visitors, only after receiving prior authorization and ensuring proper identity verification
• Ensures that information about vendors, restaurants, attractions, maps, and other local attractions is updated and current
• Is knowledgeable about what activities are available in the local vicinity (sports, dining, concerts, shows, special exhibits, sightseeing) and establishes close relationships with vendors in these areas to provide information, transportation, ticketing, and reservations for residents
• Perform Weekly walkthrough of Residence/Estates with Engineering and Housekeeping Management
• Regularly assess the effectiveness of maintenance and housekeeping programs, as well as a-la-carte pricing, to increase homeowner participation and reduce reliance on third-party vendors
• Create inspections reports per assigned units (pre-arrival, departure, and vacant) weekly basis or as required by the operation and occupancy
• Submit proper quotes related to repairs for owners’ approval
• Maintain accurate records of warranties, damages and enhancements per unit
• Prepare work orders for maintenance repairs and coordinate with Engineering
• Monitor completion of work orders submitted
• Conduct regular inspections of exclusive and common area residential spaces, make recommendations for improvements, address deficiencies
• Oversee preventive maintenance and deep cleaning programs such as “Perfect Residences / Estates” initiatives
• Respond appropriately in the event of any residential emergency or safety situation and comply with all local codes and ordinances with a focus on resident and employee safety
• Represent the interests of the residents, residential operation and residential employees in a fair, impartial and equitable manner
• Maintain confidentiality and security of specified unit owner information, correspondence, reports and files
• Understand and embrace being the eyes of the homeowner in the care of their assets
• Ensure to maintain a personalized and flexible approach with all homeowners
• Review and maintain the Golden Home property management system updated and with all homeowner's profile data, details, preferences, tasks, notes and any other relevant information to be shared with the residences team
• Assists in completing special projects which may include mailings, competitive surveys, newsletters, quarterly reports, menus, or other assigned duties
• For Estates, keep track of Utilities payment and proper supply
• Report any discrepancies to Engineering and Financial areas
• Understand Utility billing and be able to explain to homeowners

• Minimum of 2 years of experience in a similar position in a luxury environment
• Property Management experience is highly desired
• Prior experience in a 5-star luxury Resort/Hotel Operations or a mixed-use luxury residential community
• Requires reading, writing, and oral proficiency in English and Spanish language
• Excellent communication skills
• College degree in Hospitality/Business Administration or equivalent
• Strong interpersonal and relationship-building skills
• Reasonable problem-solving, decision-making, and conflict-resolution skills
• Ability to use a variety of hospitality software such as Opera, Key, Hot SoS, Office, etc.
• Detail-oriented and works in a safe, prudent, and organized manner
• Able to work effectively under pressure and handle several projects/deadlines
• Able to multitask and prioritize workload and projects simultaneously and efficiently

Property Management experience is highly desired

• Be part of a caring team with a family spirit
• Have opportunities to build a successful career with global potential
• Work in a diverse and challenging environment and engage with the leadership team
• Be recognized for your accomplishments