Director of Residence📣 Job Ad

About Novotel Hotels

Novotel Hotels is part of the Accor network, which encompasses over 45 brands, 5,500 hotels, and 10,000 restaurants and lifestyle destinations globally. The company focuses on responsible hospitality, aiming to create positive and memorable impacts for customers, colleagues, and the planet.

Role Summary: Director of Residence

As the Director of Residence at Novotel Residences in Makkah, you will be responsible for leading and overseeing the entire homeowner and resident experience, from pre-move-in preparations through day-to-day residential living. This full-time role requires a proactive, professional, and guest-focused approach to ensure residents receive a high standard of hospitality and residential service consistent with Novotel standards. The Director will create a well-managed, comfortable, and welcoming residential environment, build strong relationships with homeowners and residents, and ensure high standards of operational efficiency, service quality, and community experience.

Key Responsibilities

• 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.
• Build and maintain strong, professional relationships with homeowners and residents, acting as the primary point of contact for residential needs.
• Direct and oversee all aspects of residential operations, including Maintenance and Engineering, Security and Access Control, Concierge Services, Housekeeping Standards, Residential Amenities, and Common Areas and Facilities.
• Manage vendor and service provider contracts, monitoring performance to ensure quality, compliance, and value.
• Support recruitment, onboarding, training, performance management, and development of residential employees.
• Conduct regular inspections of residential units, common areas, amenities, and facilities to ensure the property is maintained to the highest operational and presentation standards.
• Foster strong collaboration with hotel departmental managers to ensure seamless coordination between residential operations and hotel services.
• Manage the financial performance of the residential operation, including budgetary control, expense monitoring, and identifying cost-saving opportunities.
• Prepare and analyze operational and financial reports, providing accurate and timely information to management.
• Recruit, lead, develop, mentor, and motivate a high-performing residential team, fostering a culture of professionalism and continuous improvement.
• Ensure all residential operations comply with company policies, local regulations, and health and safety requirements.
• Coordinate effectively with homeowners and stakeholders, supporting the implementation of residential rules and community guidelines.
• Organize and attend homeowners' or residents' meetings, ensuring proper documentation and follow-up on concerns and decisions.
• Handle all resident complaints and service recovery cases professionally, promptly, and effectively.
• Develop and maintain an effective communication framework with residents regarding maintenance, facilities, services, and community activities.

Qualifications and Experience

• Minimum of 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 fostering a culture of accountability and service excellence.
• Exceptional customer service and relationship-management skills, with proven ability to handle homeowner and resident relations, complaints, and complex requests.
• Strong knowledge of residential operations, property standards, preventive maintenance, facilities management, and community services.
• Experience managing vendors, contractors, service agreements, and outsourced operations.
• Strong financial acumen with proven experience in budget preparation, cost control, forecasting, expense management, and financial reporting.
• Advanced proficiency in property management systems, hotel systems, Microsoft Office, and other hospitality technology platforms.
• Excellent communication, interpersonal, negotiation, and presentation skills.
• Strong strategic thinking, decision-making, problem-solving, and crisis-management skills.
• Fluency in English is required; Arabic language skills are highly preferred.
• Knowledge of Saudi Arabian hospitality regulations, employment requirements, health and safety standards, and relevant residential/property compliance requirements is preferred.
• Familiarity with the Middle Eastern hospitality and residential market, including cultural awareness and local customer expectations, is preferred.

Work Environment

This is a full-time position based in Makkah, Saudi Arabia, within a dynamic hospitality environment. The role involves close collaboration with various hotel departments and direct interaction with residents and homeowners.

Application Process

Candidates meeting the qualifications are encouraged to apply. Salary details will be discussed during the interview process.