ROLE SUMMARY
As Director of Residences at Novotel Residences, you will lead and oversee the complete homeowner and resident experience, from pre-move-in preparations through day-to-day residential living. This pivotal role requires a proactive, professional, and guest-focused approach to ensure that residents consistently receive a high standard of hospitality and residential service in line with Novotel standards.
The role is responsible for creating a well-managed, comfortable, and welcoming residential environment, building strong relationships with homeowners and residents, and ensuring the highest standards of operational efficiency, service quality, and community experience.
What you will be doing:
- Strategically lead and manage the complete Resident Journey across all stages, from pre-move-in through ongoing residency.
- Establish, implement, and maintain high standards of residential service through comprehensive operational procedures, policies, and training programs.
- Continuously evaluate and improve service delivery to ensure consistency, efficiency, and resident satisfaction.
- Build and maintain strong, professional, and lasting relationships with homeowners and residents, acting as the primary point of contact for residential needs, inquiries, and service-related matters.
- Direct and oversee all aspects of residential operations, including:
- Maintenance and Engineering
- Security and Access Control
- Concierge Services
- Housekeeping Standards
- Residential Amenities
- Common Areas and Facilities
- Manage vendor and service provider contracts and monitor their performance to ensure quality, compliance, and value for money.
- Support recruitment, onboarding, training, performance management, and development of residential employees.
- Conduct regular inspections of residential units, common areas, amenities, and facilities to ensure that the property is maintained to the highest operational and presentation standards.
- Foster strong collaboration with hotel departmental managers to ensure seamless coordination between the residential operation and hotel services, including:
- Property & Engineering
- Food & Beverage
- Housekeeping
- Security
- Front Office and Guest Services
- Spa and other available hotel facilities
- Community Relations and Communications
- Manage the financial performance of the residential operation and maintain effective budgetary control.
- Assist in the preparation, monitoring, and administration of annual operating budgets and capital expenditure plans for the residential operation.
- Monitor operational expenses, identify cost-saving opportunities, and ensure the optimal allocation of resources without compromising service quality.
- Prepare and analyze operational and financial reports and provide management with accurate, timely, and actionable information.
- Identify opportunities to improve operational efficiency, resident satisfaction, and the overall financial performance of the residences.
- Recruit, lead, develop, mentor, and motivate a high-performing residential team.
- Foster a culture of professionalism, hospitality, accountability, teamwork, and continuous improvement.
- Ensure that all residential operations comply with company policies, applicable local regulations, health and safety requirements, and property standards.
- Coordinate effectively with homeowners and relevant stakeholders to ensure transparent communication and proper handling of residential matters.
- Support the implementation and enforcement of residential rules, policies, procedures, and community guidelines.
- Organize and attend homeowners' or residents' meetings as required and ensure that concerns, requests, and decisions are properly documented and followed up.
- Prepare meeting agendas, management reports, and presentations related to residential operations when required.
- Maintain accurate records of meetings, resident communications, operational matters, and follow-up actions.
- Coordinate with relevant internal and external stakeholders regarding resident requests, property matters, maintenance issues, and community initiatives.
- Support initiatives aimed at enhancing resident satisfaction, community experience, property condition, and the overall value of the residential property.
- Ensure that all resident complaints and service recovery cases are handled professionally, promptly, and effectively.
- Develop and maintain an effective communication framework with residents to ensure timely updates regarding maintenance, facilities, services, operational matters, and community activities.
- Continuously seek opportunities to enhance the overall residential experience while maintaining operational efficiency and financial sustainability.