Director of Residences

AccorHotel • Boston, MA

1d • Onsite

About The Position

As Director of Residences at the Raffles Boston, 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 Raffles hospitality. You will thoughtfully curate bespoke services, cultivate genuine relationships, and consistently "make magic" 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.

Requirements

• Bachelor’s degree in hospitality management, Business Administration, Real Estate Management, or a related field. Equivalent extensive professional experience will be considered.
• Minimum of 7-10 years of progressive senior management experience within ultra-luxury residential properties, high-end hospitality operations (5-star hotels/resorts), or private club management.
• Demonstrated, impeccable track record in delivering and managing ultra-luxury customer service, sophisticated client relations, and relationship building with high-net-worth individuals.
• Strong financial literacy with proven experience in budget development, management, forecasting, and P&L responsibility within a luxury operational context.
• Exceptional verbal and written communication skills, with the ability to engage, influence, and build rapport with diverse stakeholders, including homeowners, staff, and executive leadership.
• Demonstrated leadership experience in successfully managing, motivating, and developing cross-functional teams of 15+ colleagues in a dynamic, service-oriented environment.
• Advanced proficiency in property management systems (e.g., Opera, Lightspeed), CRM software, and the full Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).

Nice To Haves

• Direct experience with luxury residential properties, serviced apartments, or high-end private club management.
• In-depth knowledge of the local luxury real estate market, competitive landscape, and leading luxury service providers in Boston.
• Project management certification (e.g., PMP) or demonstrated experience in leading and delivering complex projects with multiple stakeholders.
• Comprehensive understanding of Homeowners Association (HOA) governance, condominium association management, and relevant legal frameworks.
• Previous experience with Raffles, Fairmont, Accor, or other globally recognized luxury hospitality brands.
• A demonstrable and genuine passion for creating, curating, and delivering exceptional lifestyle experiences that exceed resident expectations.

Responsibilities

• Strategically lead and meticulously manage the complete Homeowner Journey across all phases: Handover, Welcome & Orientation, The Art of Living Well, Community, and Seamless Living.
• Oversee and optimize any residential rental programs.
• Establish, implement, and rigorously maintain Raffles' legendary service standards through comprehensive operational procedures, policies, and training initiatives.
• Cultivate and nurture profound, lasting relationships with homeowners, serving as their primary point of contact and trusted advisor.
• Direct and oversee all aspects of residential property operations, including Maintenance Excellence, Security Protocols, Concierge Services, Housekeeping Standards, and Amenity Management.
• Foster strong, collaborative relationships with departmental managers across the hotel/resort to ensure integrated and seamless service delivery.
• Manage the financial performance and provide meticulous budget oversight for all residential operations.
• Recruit, lead, develop, mentor, and inspire a high-performing residential team.
• Coordinate effectively with Homeowners Association (HOA) management, ensuring transparent communication, adherence to bylaws, and effective governance.
• Implement, monitor, and enforce stringent health, safety, and security protocols.
• Drive continuous improvement initiatives through systematic homeowner feedback collection, analysis, and proactive implementation of enhancements.
• Serve as a passionate ambassador for local community engagement, leveraging Raffles' prestigious position in Boston to provide authentic and enriching destination experiences for homeowners.
• Coordinate and oversee exclusive special events, celebrations, and community activities designed to foster strong connections among residents.
• Champion and represent the Residences within the broader hotel/resort operations.
• Foster a collaborative, respectful, and supportive environment with all hotel Heartists, ensuring seamless interdepartmental communication and service delivery.

Benefits

• Employee benefit card offering discounted rates in Accor worldwide for you and your family.
• Excellent Company benefits including medical, dental, vision and life insurance.
• Personalized development opportunities across Accor's extensive brand portfolio.
• Ability to make a difference through our Corporate Social Responsibility activities

What This Job Offers

• Job Type: Full-time
• Career Level: Director