ROLE SUMMARY
As the Residences Manager at Fairmont Century Plaza, 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 Fairmont hospitality. You will thoughtfully curate bespoke services, cultivate genuine relationships, and consistently "make special happen" 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.
What you will be doing:
- Strategically lead and meticulously manage the complete Resident Journey across all phases.
- Establish, implement, and rigorously maintain Fairmont's 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.
- 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.
- Direct and oversee all aspects of residential property operations, including: Maintenance Excellence, Security Protocols, Concierge Services, Housekeeping Standards, Amenity Management.
- Manage vendor contracts and monitor service performance.
- Support recruitment, onboarding and staff development initiatives.
- Conduct regular property inspections and ensure the community is maintained to the highest standards.
- Foster strong, collaborative relationships with departmental managers across the hotel to ensure integrated and seamless service delivery in areas such as: Property & Engineering, Hospitality Services (e.g., F&B, Spa access), Community & Communications, Security & Access Control.
- Manage the financial performance and provide meticulous budget oversight for all residential operations.
- Assist in the preparation and administration of the Association’s annual operating and reserve budgets.
- Assist with assessment collections and owner account inquiries as needed.
- Support reserve planning and capital project budgeting.
- 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.
- 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 Fairmont's values of charismatic, thoughtful, and anticipatory service.
- Coordinate effectively with Homeowners Association (HOA) management, ensuring transparent communication, adherence to association governing documents & policies, and effective governance.
- Actively participate in HOA meetings and initiatives to support community harmony and enhance property value.
- Preparing Board meeting agendas and Director reports, document and record meeting minutes
- Assist with elections, member communications and implementation of Board directives.