Director of Residences

Marriott•Portland, OR

2d•$135,000 - $193,200

About The Position

The Director of Residences manages luxury condominium facilities and the departments operating within the building, including the physical plant, while protecting the property investment and identifying ways to increase its value. The role implements standards for life safety, loss prevention, unit-owner identity, and privacy protection; operates within the residences’ budget; and provides the Board with timely financial performance reports and projections. The Director liaises with Association shared-services leaders and develops property-wide strategies to deliver products and services that meet or exceed the expectations of resident owners and employees while providing a return on investment. The position also implements property-management training and continually identifies and corrects building and service defects. The Director leads property operations, teams, stakeholder relationships, profitability, owner experience, and human-resources activities. This includes aligning operational strategy with brand objectives, monitoring property performance and owner satisfaction, maintaining relationships with owners and the Board, ensuring service standards, overseeing team performance, and guiding the Board on property-management requirements and governance compliance. The role requires either a two-year degree in Business Administration, Hotel and Property Management, or a related major plus four years of relevant experience, or a four-year bachelor’s degree in one of those fields plus two years of relevant experience. A condominium management license is required where applicable.

Requirements

A two-year degree from an accredited university in Business Administration, Hotel and Property Management, or a related major, and four years of experience in guest services, front desk, housekeeping, sales and marketing, management operations, or a related professional area; or a four-year bachelor’s degree in one of those fields and two years of relevant experience.
A management license for condominiums, as applicable.

Nice To Haves

Previous Association management experience.

Responsibilities

Develop an operational strategy aligned with the brand’s business strategy and lead its execution.
Review owner-engagement surveys, guest-satisfaction results, and other data to identify areas for improvement and prepare yearly action plans.
Apply the four pillars of operational excellence: owner and employee engagement, financial excellence, and property management.
Evaluate whether the Operations Team meets service needs and provide feedback.
Conduct public-space walk-throughs with Engineering and Housekeeping to ensure areas are maintained and preventive-maintenance processes are in place.
Tour the building regularly and speak with associates, owners, and the Board to understand business needs and assess operational opportunities.
Establish sustainable work processes and systems that support execution of the strategy.
Review reports and financial statements to assess performance against budget.
Communicate departmental goals clearly and consistently.
Manage luxury condominium facilities and all departments operating in the building, including the physical plant, to protect and increase the value of the investment.
Liaise with Association shared-services directors, including Loss Prevention, Human Resources, Accounting, and Housekeeping.
Identify and correct building and service defects while increasing property value.
Implement high standards for life safety, loss prevention, unit-owner identity, and privacy protection.
Maintain information and inventories concerning unit owners, parking and storage spaces, monthly Association common dues, owner newsletters, and hotel features, services, and restaurant concepts.
Maintain knowledge of and comply with hotel and residence policies and procedures.
Ensure associates are treated fairly and equitably, celebrate successes, and recognize team contributions.
Foster associate commitment to excellent service, participate in daily stand-up meetings, and model desired service behaviors.
Make and execute decisions that advance the property toward its goals.
Implement property-management training programs that reinforce consistent quality service.
Attend owner and Board meetings and provide monthly reports and financial statements to the Board of Directors.
Build strong relationships with owners and the Board to maintain a successful residential community.
Promote constructive collaboration through education, communication, and innovation.
Work with direct reports to identify financial concerns and improve departmental performance.
Prepare and operate within the residences’ annual budget.
Identify key drivers of business success and focus leadership on the priorities needed to achieve results.
Develop and implement property-wide strategies that meet or exceed resident-owner and employee expectations and provide a return on investment.
Provide timely financial performance reports and projections to the Board.
Guide the Board on property-management requirements and governance compliance.
Create an atmosphere in residential common areas that meets or exceeds owner expectations.
Champion the brand’s service vision and ensure alignment among leadership teams.
Verify that core service-strategy elements are in place to produce desired results.
Maintain collaborative relationships with direct reports and the operations team, and ensure direct reports do the same with their teams.
Regularly obtain feedback from owners, vendors, and guests about product quality, service levels, and overall satisfaction.
Handle owner complaints using the instant pacification procedure and verify satisfaction.
Facilitate creative solutions to obstacles and manage their implementation to improve guest-satisfaction results.
Verify fair and equitable employee treatment and regular, ongoing operational communications, such as pre-shift briefings and staff meetings.
Include owner satisfaction in staff and operations meetings and encourage innovative ways to improve results.
Set goals and expectations for direct reports through performance reviews and hold staff accountable.
Solicit employee feedback, maintain an open-door policy, and review employee-satisfaction results to identify and address concerns.
Ensure property policies are administered consistently and disciplinary procedures and documentation follow Standard and Local Operating Procedures; support the Peer Review Process.
Conduct annual performance appraisals with direct reports according to Standard Operating Procedures.
Champion change, manage implementation of brand and regional business initiatives, and communicate follow-up actions to the team.