Residential Services Manager

Auberge Collection•Telluride, CO

2d•Onsite

About The Position

The Residential Services Manager at Madeline Hotel & Residences supports Auberge Collection’s mission and vision by delivering exemplary service and a genuine, informative, personalized experience to residents. The role identifies ways to improve and customize the residential experience while ensuring consistent service. It serves as the point of contact for residential owners’ operational issues, concerns, and requests, and supports and reports to the Director of Residences. This is a high-touch service role that requires a strong commitment to going above and beyond for customers. The manager prepares owner arrival reports; checks arrival amenities, reservations, housekeeping instructions, and billing for accuracy; conducts arrival inspections; and coordinates owner deliveries and concierge services. The role also assists with Sotheby’s real estate sales and transitions, coordinates and files new-owner contract documents, and educates owners about maintaining their homes. Responsibilities include oversight of reservations, interior unit construction, VRBO reservations, pets, skis, bikes, and property-management repairs. The position also supports residence operations through budget coordination, brand-standard alignment, safety enforcement, review of governing documents and association budgets, coordination of residence meetings and operating teams, and other projects assigned by the Director of Residence Services. The manager represents the brand and property professionally and serves as a leader and role model.

Requirements

Strong verbal and written communication skills.
Working knowledge of Microsoft Excel, Word, and PowerPoint.
Knowledge of computer accounting programs.
Math skills and the ability to conduct budgetary analysis.
Professional appearance and good character.
Ability to work a flexible schedule, including weekends and holidays, according to department needs.
Passion for excellent customer service and the ability to go above and beyond in a high-touch service environment.

Responsibilities

Deliver exemplary guest service and a personalized resident experience, identifying opportunities to improve or customize services.
Serve as the point of contact for residential owners’ operational issues, concerns, and requests.
Prepare owner arrival reports and review arrival amenities, reservations, housekeeping instructions, and billing for accuracy.
Conduct owner arrival inspections and coordinate owner deliveries and requested concierge services.
Assist with Sotheby’s real estate sales and transitions.
Coordinate collection and filing of contract documents for new owners.
Educate owners on maintaining their homes to high standards.
Handle responsibilities related to reservations, interior unit construction, VRBO reservations, pets, skis, bikes, and property-management repairs.
Exhibit initiative, responsibility, follow-up, and accountability, and adhere to Auberge Resorts policies and procedures.
Interface with property financial and accounting teams to support budget controls and objectives.
Ensure ongoing alignment with brand standards for services, amenities, and facilities.
Coordinate residence management program services and residence operations with property team members.
Enforce property safety standards.
Review and understand residence governing documents and association budgets.
Coordinate necessary residence meetings with hotel operating teams and residents.
Perform other duties and projects assigned by the Director of Residence Services.
Represent the brand and property professionally in the community, industry, and with residential owners.
Act as a leader and role model to team members and the community.