Manager, Residential Operations

Auberge Collection•Bethesda, MD

1d•$120,000 - $150,000

About The Position

The Manager, Residential Operations will be responsible for supporting the operations of Auberge’s existing and future pipeline of Residential projects. The role will focus on execution and oversight of Auberge’s Residential operational strategy across the Residential portfolio. The position will be accountable for supporting existing Residential properties and their Residential Leaders from a property management, governance, and service perspective. On new projects and openings, this role will work closely with development partners and various disciplines within the Openings and Transitions team to ensure seamless setup and handover of Residential operations to property-level teams. The role must bring hands-on experience and best practices to Residential operations with the ability to effectively operationalize processes across various regions and projects. The position must be able to effectively communicate residential strategy across the organization, with a specific focus on education and integration across hotel operational departments. This role consists of 50% Property Management/Governance, 30% Operations/Service and 20% Business/Finance.

Requirements

Strong relationship-building skills, able to create and maintain a positive business-like relationship with all owners, residents, and colleagues.
Ability to drive execution of residential concepts and strategic plans.
Ability to liaise with staff and homeowners in a professional manner at all times.
Excellent organizational skills and attention to detail.
Legal competency with ability to understand and distill complex residential governing documents, alongside support of legal teams and Director, Residential Operations.
Ability to understand business issues and operations in terms of revenue, costs, customer, and service expectations.
Experience of managing disparate teams across geographies to monitor KPI’s and processes to ensure governance competency and satisfied homeowners.
Pragmatic, “problem-solving” approach when dealing with challenges, coupled with the ability to evolve thinking.
Passionate about joining a highly successful team in what can be a high-pressure, fast-moving environment.
Digitally savvy and comfortable with data.
5+ years of related experience in Property Management / Residential Operations, preferably in a mixed Hotel/Residential setting
Direct experience managing Home Owners Associations or being an elected representative within a Home Owners Association.
Competent in understanding and interpreting accounting and financial controls as they relate to all aspects of Residential operations.

Responsibilities

Manage new project setup, including maintenance of accurate records on the project
Lead HOA set up and provide Operations and Property Management subject matter input on the process.
Partner with the Director, Residential Operations, to prepare the Pre-Opening Budgets, including input on OS&E & IT Budgets for Residential phases of projects.
Prepare the proforma HOA Budgets alongside the Developer and Director, Residential Operations
Manage the execution of the Homeowner Orientation Process and supporting templates with the Director of Residences
Ensure the association's setup complies with the Governing Documents, legal structure, and local legislation.
Prepare various proposals, reports, and presentations for review by senior executives and other third parties.
Provide operational support to the Director, Residential Operations and property-level Residential Leaders to support their goals.
Manage the regional rollout of all global initiatives developed by the Home Office and Residential teams.
Review of Reserves, Capex Planning, and Preventative Maintenance Protocols
Oversee property compliance with governing documents and legal structure.
Refine Residential services and SOPs alongside home office Residential leaders.
Maintain and update Residential databases at the Home Office level.
Manage responsibilities of Directors of Residence’s reporting to include rental program, sale and resale process, homeowner communication, and contract management.
Track performance and compliance with HOA budgets and document variances.
Manage operational considerations during the annual budget review process for all residential HOA budgets.
Manage execution for all aspects of the residential operation with a particular focus on Home Owners Association matters, Key Stakeholder Relationships, Product and Service, and Rental Programs, in compliance with SOPs.
Execute the owner satisfaction survey process and compile appropriate reports