Director of Residence

Job Summary

The Director of Residences is responsible for overseeing the overall management, operations, and guest services of the residences, ensuring exceptional experiences for residents and maintaining the highest operational standards. This role includes managing the resident team, maintaining budgets, controlling operational costs, and ensuring all standards and policies are adhered to. The Director of Residences will foster a strong sense of community within the residences, lead resident engagement activities, and create strategies to enhance guest satisfaction and loyalty.

Essential Duties and Responsibilities

Strategic Leadership

• Develop and implement strategies to enhance the overall resident experience, ensuring personalized service and satisfaction.
• Lead the Residences team in creating a welcoming and high-standard residential environment.
• Align department goals with the hotel's vision and strategic objectives, ensuring synergy with other hotel divisions.
• Act as a key point of contact for high-profile residents and VIPs, managing relationships to ensure long-term loyalty.

Team Management

• Lead, mentor, and manage the Residences team, including Managers, Butlers, Lounge Associates, and Supervisors.
• Conduct regular performance evaluations, ensuring team members are trained to deliver exceptional service and are continuously developed.
• Develop comprehensive training and development programs for the residences associates to ensure their skills meet company standards.
• Foster a positive and motivating work environment, encouraging teamwork, professional growth, and high performance.
• Manage the roster and manning of the department to ensure adequate coverage.
• Handle payroll and conduct performance reviews of the team.
• Ensure all team members follow established standards and procedures.
• Develop and implement training programs to enhance team skills and performance.
• Develops and updates policies and manuals, as related to the Division / Department, for implementation in the field, while ensuring compliance to the same for consistency across the group.
• Ensure an efficient and well-organized division, ensuring all associates are well trained and highly motivated and the development of high potential.
• To ensure that new associates receive an appropriate level of job skills training to enable them to perform their duties to the required standard, upon completion of the initial training period.
• To ensure accurate departmental records with respect to associates and training issues, associates development issues and departmental communication issues.
• Create full operating manuals with respect to responsibilities of each position and minimum standards to be achieved and to ensure their effective utilization and manage updates.
• To conduct selection interviews alongside the Talent & Culture Team for potential new team members as and when required.
• To carry out one to one chat, training requirements, performance appraisals and reviews for all relevant associates on a regular basis ensuring that the hotel's succession planning is upheld.
• To maintain discipline within the Hotel and conduct disciplinary and grievance interviews with all relevant associates and as and when required with the Talent & Culture Department.
• To be responsible for the welfare and motivation of associates making use of the information obtained through the annual associates surveys, appraisals and frequent one to one chat.

Operational Management

• Oversee the management of all residences, ensuring they are impeccably maintained and prepared according to resident preferences.
• Implement and uphold company policies, procedures, and standards, ensuring compliance across all areas.
• Monitor and control operational budgets, working to increase revenue opportunities while minimizing costs.
• Manage all guest feedback and complaints, resolving issues promptly and implementing improvement strategies.
• Continuously observe and record resident preferences, habits, and special requests.
• Organize and participate in resident gatherings and community-building activities.
• Monitor and control operational costs, reducing spoilage and wastage.
• Ensure residences are set up according to standards and maintained to a high level.
• Generate ideas to increase revenue and/or reduce costs without compromising resident satisfaction.
• Organize and participate in departmental meetings, briefings, and outings.

Resident Satisfaction

• Oversee the complete resident journey from pre-arrival to departure, ensuring seamless and personalized experiences.
• Develop and implement community-building initiatives, organizing resident events, workshops, and social gatherings to foster engagement.
• Maintain and update resident profiles to ensure personalized service based on individual preferences and feedback.
• Handle special requests, reservations, and other services for residents, ensuring a proactive approach to all resident needs.
• Coordinate and ensure resident satisfaction throughout their stay. Address and resolve resident complaints promptly and effectively.

Communication and Reporting

• Maintain effective communication with the Hotel Manager, providing updates on operations, resident feedback, and team performance.
• Liaise with other departments, including Sales, Food & Beverage, and Engineering, to ensure smooth operations and resident satisfaction.
• Maintain regular communication with residents to understand their needs and preferences.
• Provide courteous, professional, and efficient service at all times.
• Maintain confidentiality of resident information and pertinent hotel data.

General Responsibilities

• Perform job functions with attention to detail, speed, and accuracy. Prioritize, organize, and follow up effectively.
• Remain calm and resolve problems using good judgment.
• Work cohesively with co-workers as part of a team.
• Be well-groomed, clean, and pleasant at all times.
• Adhere to company policies and grooming standards.
• Be knowledgeable about the company philosophy, core values, and daily activities.
• Stay informed about all hotel facilities such as Spa, Restaurants, and Gym.
• Register all information, updates, and instructions learned during the day before leaving the office.
• Follow all guest needs until completed to total satisfaction and Rosewood standards.
• Keep the resident's agenda on a daily basis and track their location and plans.

Standard Responsibilities

• Comply and adhere to the Rosewood company policies.
• Take on other tasks in addition to the ones stated, in a reasonable framework.
• Be a "brand ambassador" at all times and ensure brand integrity and clarity are always maintained.
• Model the company's culture, vision, mission, and core values at all times.

Confidentiality

• Handle all confidential information concerning the company, residents, and associates with utmost discretion.
• Do not disclose any confidential information to anyone outside the company, residents, or associates, unless stated otherwise.

Health & Safety

• Comply with safe working practices as laid down under the Health and Safety rules, regulations, and regulations applicable to the workplace.
• Wear appropriate protective clothing provided by or recommended by the company.
• Report any defects in the building, plant, or equipment.
• Ensure any accidents to associates, residents, or visitors are reported immediately in accordance with correct procedures.
• Attend Fire, Health & Safety training and abide by all rules concerning Fire, Health & Safety.
• Be fully conversant with:

o Regulations

o Risk Assessments for the department

o Hotel Fire & Bomb Procedures

Other

• The above description is not exhaustive. Other tasks and responsibilities of a broadly comparable nature may be added on a temporary or permanent basis, as appropriate.
• Show flexibility in attitude, approach, and working hours to accommodate the hotel's varying business levels.