Director of Residences - Waldorf Astoria Miami Beach

Waldorf Astoria Kuwait • Miami, FL

3d

About The Position

The Director of Residences oversees residential operations and delivers the Waldorf Astoria experience to resident guests. The role establishes and executes residential operations plans covering hospitality services, risk management, and property maintenance; leads and develops residential personnel; and ensures Hilton policies, procedures, and brand standards are followed.

The Director of Residences manages residential services and operations, builds relationships with owners, residents, the hotel team, and HOA management, and supports HOA governance, meetings, and budgeting. The role also oversees financial performance, budgets, purchasing, contracts, capital and reserve expenditures, and residential asset management, including inspections and maintenance of common areas. The position calls for a dedicated luxury-hospitality service approach and a focus on creating memorable experiences for residents and team members.

Requirements

• Demonstrate Hilton’s core values: hospitality, integrity, leadership, teamwork, ownership, and urgency and discipline.

Nice To Haves

• Passion for luxury hospitality and a dedicated luxury experience.
• Willingness to create memorable experiences for guests and team members.

Responsibilities

• Establish and execute an annual residential operations plan covering hospitality services, risk management, preventive maintenance, and ongoing maintenance in compliance with brand standards.
• Educate the property team about residential updates, priorities, and programs.
• Ensure Hilton policies, procedures, and brand standards are implemented and followed.
• Mentor, lead, and develop team members; provide training and support management continuity and succession planning.
• Complete performance reviews for residential personnel, including management.
• Direct and supervise team members, coordinate their efforts, and establish priorities.
• Represent residents’ and residential employees’ interests fairly and impartially.
• Implement residential service and product quality standards in accordance with the brand.
• Guide the residential team in delivering service that meets homeowners’ expectations.
• Meet and interact with owners, review owner comments and resident satisfaction survey results, and follow up on service issues and needs.
• Respond appropriately to residential emergencies and safety situations, complying with applicable laws and protecting homeowners and team members.
• Maintain working relationships with the hotel team, residents, and HOA management.
• Schedule and conduct HOA Board of Directors meetings; lead HOA budgeting and quarterly, annual, and special meetings.
• Maintain understanding of laws and governing documents related to residential operations, and explain rules, regulations, and ownership entitlements to homeowners.
• Monitor and review monthly profit and loss statements for each entity, analyze results, and take action when necessary.
• Lead the residential budgeting process and annual meetings in accordance with governing documents and laws.
• Manage expenses in accordance with the budget and control capital and reserve fund expenditures.
• Present allocation methods, budget processes, and financial reports with assistance from the Director of Finance.
• Recommend operational improvements focused on owner satisfaction, revenue growth, and cost reduction.
• Manage purchasing, procurement, and third-party contracts on behalf of the residences.
• Inspect exclusive and common residential areas, recommend improvements, and address deficiencies.
• Prepare and execute capital expenditure and reserve study plans.
• Participate in appropriate property committees, such as environmental impact and safety committees.
• Ensure residential facilities and common areas are maintained, including preventive maintenance and cleaning, in partnership with the Directors of Housekeeping and Director of Property Operations.
• Oversee all Waldorf Astoria Experience touchpoints for resident guests.

Benefits

• Discounted travel through the Go Hilton program, including 110 nights with room rates as low as $40 per night.
• Employee stock purchase program with a 15% discount on Hilton shares.
• Paid parental leave for eligible team members, including partners and adoptive parents.
• Caregiving concierge services.
• Crisis Concierge support.
• Free counseling and support through the Employee Assistance Program for eligible team members.
• Paid time off.
• Health plans, including dental and vision coverage.
• Retirement plans.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed