Assistant Director of Residences

Four Seasons Hotels and Resorts•New York, NY

2d•$105,000 - $115,000•Onsite

About The Position

The Four Seasons Hotel New York Downtown is looking for an Assistant Director of Residences who fully embodies our values, shares a passion for excellence, and infuses enthusiasm into everything they do. As Assistant Director/Manager of Residences, you will be accountable for shaping the client experience by providing exceptional service in support of our world-renowned hotel. FSNYD is recognized as a Forbes 5 Star Hotel; Forbes 5 Star Spa and AAA 5 Diamond Hotel. This position reports to the Director of Residences. Four Seasons Hotel New York Downtown is diverse, inspiring and vibrant. As Assistant Director/Manager of Residences, you will be part of a team that prides itself on excellent service, driving inclusion & belonging, working collaboratively, demonstrating mutual respect and having a passion for providing exceptional client experiences. Your role is vital to the success of Four Seasons New York Downtown. You will be able to shape your work environment by contributing to new ideas, offer solutions and find ways to collaborate with all departments being at the heart of the operation. In return you will be provided with the same level of care that we expect to be shared with our employees and all backed by our impressive Employee Value Proposition.

Requirements

Fluent in English, written and verbal; local language an asset
Post-secondary education or equivalent experience
Previous luxury hospitality or residential experience preferred
Strong mathematical, analytical and business acumen skills

Responsibilities

Directs and supervises the residence operations and provides managerial and administrative support including coordinating the move-in and interior decorating/finishing procedures for unit owners, conducting orientation for new unit owners, handling of day to day operations to ensure a smooth running of the house, keeping and filing of records, maintenance of logs related to expenses, supervising all functions of the residences.
Maintain daily contact with individual unit owners, respond to their queries and solve any issues arising out of operations.
Assist in people management eg. Hiring and training of all Residence team members, payroll, schedules, provide regular performance feedback, etc.
Assist with financial management requirements eg. Annual budget, HOA billing process to include sending statements, accepting payment and monitoring account delinquencies ensuring accurate billing and collection, track resident spend, address all resident questions with respect to billing from the hotel/resort or association, monitors that all invoices are paid in a timely manner and are checked for accuracy
In the absence of the Residencial Leader, be the first contact for any homeowner/tenant needs and concerns, ensuring the highest level of service and responsiveness
Coordinate and manage the day-to-day operations of the residences. Eg. Oversee the resident events on amenity floor as well as in residences, assist with purchase orders, etc.
Assist with new owner orientations to their residence and hotel/resort. Ensure all required policies and procedures are understood and signed.
Be the liaison between residences and hotel/resort departments to ensure residents are welcomed and recognized.
Assists the Residential Leader in maintaining the homeowners assets through weekly, monthly walk-throughs as well as overseeing the coordination of the preventative maintenance program
Develop profit improvement ideas, policies and procedures and implement them with approval of the Residential Leader
Liaise between the Residential Division and the supporting hotel/resort departments to ensure all service requests from private residence homeowners and tenants are completed in a timely manner, to the highest standards of execution.
Leads residential recognition efforts – maintain homeowner profiles keeping up to date information readily available, be Elite contact.
Meet regularly with hotel/resort leadership team to discuss resident engagement.
Coordinates efforts to ensure hotel/resort teams recognize residents.
Produce a monthly spend report and share with key hotel/resort personnel to demonstrate incremental spend with respect to residence spending at the hotel
Handle all resident interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolve resident complaints; assist residents in all inquiries in connection with the property services, in-house events, directions, local attractions, pre-arrival needs, etc.
Become familiar with the legal and governance responsibilities of the Property Manager, Property Owners and Operator, and will remedy any conflicts that occur in-keeping with the project governing documents