Director of Residences

Position Title: Director of Residences

Department: Rooms Division

Reports to: General Manager

History of Canoe Place Inn:

Centuries old yet refreshingly new, Canoe Place reopens after years of careful restoration and thoughtful, luxurious enhancements. The return of our beloved inn and the opening of our beautifully landscaped grounds, classic pool, our bars and dining mark a new chapter in the long history of this special place. 

About Main Street Hospitality:

Preserving what matters and building what lasts.

As owners, operators, developers, and designers of unique hotels, each of our properties invite guests to connect and be immersed in a singular sense of place. We work at the intersection of art, culture and people-first hospitality to shape experiences that engage and delight—and are indelibly woven into the fabric of the community.

Job Purpose:

The Director of Residences Implements high standards for all aspects of life-safety, loss-prevention, unit owner identity, and privacy protection. Operates within the constraints of the residences budget. Provides timely reporting of financial performance and projections to the Board. Manages luxury condominium facilities and all departments working within the building, including physical plant with attention to protection of the investment and plans to increase its value through superior care. Serves as a Liaison to Association shared services Directors (e.g., Loss Prevention, Human Resources, Accounting, Housekeeping). Develops and implements property-wide strategies that deliver products and services to meet or exceed the needs and expectations of the brand’s target customer and employees and provides a return on investment. Implements training programs related to property management reinforcing constant quality service. Continuously identifies and corrects building and service defects while providing increase in value.

Essential Duties and Responsibilities:

Managing Property Operations

• Works with Guidance – develop an operational strategy that is aligned with the brand’s business strategy and leads its execution.
• Reviews Owner engagement survey and prepares yearly action plans comment cards, guest satisfaction results and other data to identify areas of improvement.
•  Adheres to the four pillars of operational excellence: owner and employee engagement, financial excellence and property management.
• Evaluate if the Operations Team meets service needs and provides feedback to operations team.
• Participate in public space walk-through with Engineering and Housekeeping to ensure public space and back of the house areas are well maintained and preventative maintenance processes are in place.
• Tours are being built on a regular basis speaking with employees, owners, and the Board of Directors to understand business needs and assess operational opportunities.
• Works with team to put sustainable work processes and systems in place that support the execution of the strategy.
• Reviews reports and financial statements to determine whether the residential property is performing against the budget.
• Communicates a clear and consistent message regarding departmental goals to produce desired results.
• Manages luxury condominium facilities and all departments working within the building, including physical plant with attention to protection of the investment and plans to increase its value through superior care.
• Serves as a Liaison to Association shared services Directors (Maintenance, Human Resources, Accounting, Housekeeping).
• Identifies and corrects building and service defects while providing increase in value.
• Implement high standards for all aspects of life safety, loss prevention, unit owner identity, and privacy protection.
• Maintains complete inventory of: Unit owners’ information, parking and storage spaces, monthly Association common dues, owners’ monthly/quarterly newsletter, hotel features, services, and hotel restaurant food concepts and information.
• Maintains complete knowledge of and comply with all hotel and residence policies and procedures. Leading Operations Teams.

Leading Operations Team

• Verifies employees are treated fairly and equitably.
• Celebrate successes and publicly recognizes the contributions of team members.
• Fosters commitment to providing excellent service, participating in daily stand-up meetings and models desired service behaviors in all interactions with guests and employees.
• Develops and executes the necessary decisions to keep property moving forward toward achievement of goals.
• Implements training programs related to property management reinforcing constant quality service.
• Build and manage relationships with property stakeholders.

Managing Relationships with Property Stakeholders

• Attends owners and Board meetings and provides monthly reports and financial statements to the Board of Directors.
• Establish strong relationships with all owners and their Board of Directors to maintain a successful residential community.
• Promotes synergy through education, communication and innovation.

Managing Profitability

• Prepares and operates within the constraints of the residences’ annual budget.
• Works with direct reports to determine areas of concern and establish ways to improve the department’s financial performance.
• Identifies key drivers of business success and keeping leadership focused on the critical few to achieve results.
• Develops and implements property-wide strategies that deliver products and services to meet or exceed the needs and expectations of the brand’s target resident owner and employees and provides a return on investment.
• Provides timely reporting of financial performance and projections to the Board.
• Guides the Board on appropriate property management requirements and governance compliance.

Managing the Owner Experience

• Creates an atmosphere in all Residential common areas that meets or exceeds owners’ expectations.
• Champions the brand’s service vision for product and service delivery and ensures alignment amongst the leadership teams.
• Verifies core elements of the service strategy are in place to produce the desired results.
• Establishes and maintains open, collaborative relationships with direct reports and the entire operations team.
•  Ensure direct reports do the same for their team.
•  Interacts with guests, owners, and vendors on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
• Adheres to the telephone etiquette.
• Handles owner’s complaints by following the instant pacification procedure and verifying guest satisfaction.

Managing and Conducting Human Resources Activities

• Verifies that employees are treated fairly and equitably.
• Facilitates the development of creative solutions to overcome obstacles and manages the implementation to continually improve guest satisfaction results.
• Verifies that regular, ongoing communication is happening in Operations (pre-shift briefings, staff meetings).
• Fosters employee commitment to providing excellent service, participates in daily stand-up meetings and models desired service behaviors in all interactions with owners, their guests, and employees.
• Incorporates owner satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to continually improve results.
• Sets goals and expectations for direct reports using the performance review process and holds staff accountable for successful performance.
• Solicits employee feedback, utilizes an “open door policy” and reviews employee satisfaction results to identify and address employee problems or concerns.
• Verifies that property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and supports the Peer Review Process.
• Conducts annual performance appraisal with direct reports according to Standard Operating Procedures.
• Champions change, manages the implementation of brand and regional business initiatives and communicates follow-up actions to team as necessary.

Qualifications:

Education

Associate's degree from an accredited university in Business Administration, Hotel and Property Management, or a related field.

Experience

Four years of experience in guest services, front desk operations, housekeeping, sales and marketing, management, or a related professional field. A condominium management license is required, if applicable.

Character

Organized

Problem Solver

Negotiation Skills

Strong Communicator

Service Oriented

Personable

Decisive

Accountable

Strategic partnership skills

EEO Statement

Main Street Hospitality is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, gender identity, or any other characteristic protected by law.

I have read and understand the job description as stated above and accept that any of the tasks may be modified or changed.  I accept responsibility for knowing the modifications and/or changes in the job description.  I can perform the essential functions of this job as listed above, with or without reasonable accommodation.