Director of Residence

ROLE SUMMARY

As Director of Residences at Novotel Residences you will lead and oversee the complete homeowner and resident experience from pre-move-in preparations through day-to-day residential living. This pivotal role requires a proactive professional and guest-focused approach to ensure that residents consistently receive a high standard of hospitality and residential service in line with Novotel standards.

The role is responsible for creating a well-managed comfortable and welcoming residential environment building strong relationships with homeowners and residents and ensuring the highest standards of operational efficiency service quality and community experience.

What you will be doing:

• Strategically lead and manage the complete Resident Journey across all stages from pre-move-in through ongoing residency.
• Establish implement and maintain high standards of residential service through comprehensive operational procedures policies and training programs.
• Continuously evaluate and improve service delivery to ensure consistency efficiency and resident satisfaction.
• Build and maintain strong professional and lasting relationships with homeowners and residents acting as the primary point of contact for residential needs inquiries and service-related matters.
• Direct and oversee all aspects of residential operations including:
  • Maintenance and Engineering
  • Security and Access Control
  • Concierge Services
  • Housekeeping Standards
  • Residential Amenities
  • Common Areas and Facilities
• Manage vendor and service provider contracts and monitor their performance to ensure quality compliance and value for money.
• Support recruitment onboarding training performance management and development of residential employees.
• Conduct regular inspections of residential units common areas amenities and facilities to ensure that the property is maintained to the highest operational and presentation standards.
• Foster strong collaboration with hotel departmental managers to ensure seamless coordination between the residential operation and hotel services including:
  • Property & Engineering
  • Food & Beverage
  • Housekeeping
  • Security
  • Front Office and Guest Services
  • Spa and other available hotel facilities
  • Community Relations and Communications
• Manage the financial performance of the residential operation and maintain effective budgetary control.
• Assist in the preparation monitoring and administration of annual operating budgets and capital expenditure plans for the residential operation.
• Monitor operational expenses identify cost-saving opportunities and ensure the optimal allocation of resources without compromising service quality.
• Prepare and analyze operational and financial reports and provide management with accurate timely and actionable information.
• Identify opportunities to improve operational efficiency resident satisfaction and the overall financial performance of the residences.
• Recruit lead develop mentor and motivate a high-performing residential team.
• Foster a culture of professionalism hospitality accountability teamwork and continuous improvement.
• Ensure that all residential operations comply with company policies applicable local regulations health and safety requirements and property standards.
• Coordinate effectively with homeowners and relevant stakeholders to ensure transparent communication and proper handling of residential matters.
• Support the implementation and enforcement of residential rules policies procedures and community guidelines.
• Organize and attend homeowners or residents meetings as required and ensure that concerns requests and decisions are properly documented and followed up.
• Prepare meeting agendas management reports and presentations related to residential operations when required.
• Maintain accurate records of meetings resident communications operational matters and follow-up actions.
• Coordinate with relevant internal and external stakeholders regarding resident requests property matters maintenance issues and community initiatives.
• Support initiatives aimed at enhancing resident satisfaction community experience property condition and the overall value of the residential property.
• Ensure that all resident complaints and service recovery cases are handled professionally promptly and effectively.
• Develop and maintain an effective communication framework with residents to ensure timely updates regarding maintenance facilities services operational matters and community activities.
• Continuously seek opportunities to enhance the overall residential experience while maintaining operational efficiency and financial sustainability.

Qualifications :

• QUALIFICATIONS & EXPERIENCE

• Minimum 7 years of progressive experience in hospitality residential property or related service management with at least 3 years in a managerial senior management or director-level position.
• Proven experience in residential operations property management hospitality or mixed-use property management preferably within a high-end hotel or residential environment.
• Demonstrated ability to lead and manage residential operations across multiple functions including Housekeeping Maintenance & Engineering Security Concierge and Resident Services.
• Strong track record of leading high-performing teams developing talent and creating a culture of accountability professionalism and service excellence.
• Exceptional customer service and relationship-management skills with a demonstrated ability to handle homeowner and resident relations complaints service recovery and complex requests professionally and effectively.
• Strong knowledge of residential operations property standards preventive maintenance facilities management and community services.
• Experience managing vendors contractors service agreements and outsourced operations including performance monitoring and contract compliance.
• Strong financial acumen with proven experience in budget preparation cost control forecasting expense management and financial reporting.
• Experience in managing annual operating budgets capital expenditure and reserve/capital planning is highly preferred.
• Advanced proficiency in property management systems hotel systems Microsoft Office reporting tools and other hospitality technology platforms.
• Excellent communication interpersonal negotiation and presentation skills with the ability to communicate effectively with homeowners residents hotel management employees vendors and external stakeholders.
• Strong strategic thinking decision-making problem-solving and crisis-management skills with a proactive and action-oriented approach.
• Strong understanding of hospitality service standards residential service expectations and operational best practices.
• Ability to work collaboratively with hotel departments to ensure seamless integration between hotel and residential operations.
• Knowledge of Saudi Arabian hospitality regulations employment requirements health and safety standards and relevant residential/property compliance requirements is preferred.
• Preferred: Familiarity with the Middle Eastern hospitality and residential market including cultural awareness and local customer expectations.
• Preferred: Experience managing residential communities branded residences serviced apartments or mixed-use developments.
• Preferred: Experience working with Homeowners Associations (HOA) property owners boards or community management structures.
• Preferred: Relevant hospitality property management facilities management or residential management certifications/professional designations.
• Fluency in English is required; Arabic language skills are highly preferred.

Remote Work :

No

Employment Type :

Full-time