Residential Manager

Montage Hotels•Big Sky, MT

29d

About The Position

The Residential Manager is responsible for overseeing the day to day operations of the Residences. This includes but is not limited to owner communications, budget management, owner services and the general care of the residences, grounds and all aspects of the property. The function of this position must be in accordance with the management agreement and must fulfill all obligations set forth in the governing HOA documents. This position focuses on delivering flawless service to all owners and their guest by supporting the Residential Concierge team.

Requirements

College Degree
Previous managerial experience with luxury residential or luxury hotel industry preferred
Familiarization with rental management programs as it relates to SEC regulations preferred
Past experience managing a variety of outside vendors such as contractors and interior designers preferred

Nice To Haves

Property Management License/Certification preferred

Responsibilities

Upholds all hotel operational standards that align with the brand business strategy and execution
Works collaboratively to adhere to work processes and systems in place to support the execution of the residential onsite operation
Serves as a liaison to Association shared services Directors (ie Housekeeping, engineering, security, human resources and accounting)
Supports the facilities and all departments working within the building/campus, including physical plant with attention to protection of the investment and plans to increase its value through superior care
Educates all hotel associates on property about Residences through regular communication and training and supports the Residences recognition program
Provides input and planning on an ongoing basis to address business needs and maintains operational service standards
Responsible for the day to day operation of the Owner's Lounge; forecasting of F&B needs, overall appearance and deliver of service to owners
Ensures all privacy and security matters are fulfilled for the homeowner including following protocol for contractors on property and inside the residence.
Educates owners on services provided (ie basic and ala carte such as preventative maintenance)
Supports the onboarding of new owners and move-in process
Executes the monthly Residences newsletter: At Home
Manages all onsite outreach related to owner communications and special events
Develops relationships and recognizes preferences for each owner based on needs and desires of that owner
Implements the highest standards for all aspects of life safety, loss prevention, unit owner identity, and privacy protection
Maintains complete knowledge of and complies with all hotel and residence policies and procedures
Training and support of the Residential Concierge Team
Maintains complete inventory of: Unit owners' information, parking and storage spaces, monthly Association common dues, Owners' monthly newsletter, resort features, services, and restaurant food concepts and information as well as other concierge related items
Services residential owner's requests; pre-arrival, in-residence needs and assists with reservations at other hotels in the portfolio
Processes invoices and reviews financial management reports
Works closely with outside vendors, contractors and engineering during owner renovations or maintenance work and builds trust and relationships to ensure a smooth process
Assists with executing preventative maintenance plans and ongoing status communications
Assists with preparing residences for inspections and closings
Works on house account billing, RMA billing and ala carte services
Reviews with Director of Residences the financial reporting and provides input in identifying budget variances and addresses accordingly
Implements invoice processing, coding and approvals for residential billing
Helps drive the annual budget process as a key deliverable ready to present to board and to gain approval.
Key stakeholder relationships include: residential owners, HOA board of directors, development/hotel ownership groups, local government agencies, residential sales/marketing team