Director of Residence📣 Job Ad

About Accor

Accor is a global hospitality group encompassing over 45 brands, 5,500 hotels, and 10,000 restaurants and lifestyle destinations. The group focuses on responsible hospitality and offers opportunities for professional development and advancement within its network.

Role Summary

As the Director of Residence at Novotel Residences, you will be responsible for leading and overseeing the entire homeowner and resident experience. This full-time role covers all stages, from pre-move-in preparations to day-to-day residential living. The position requires a proactive, professional, and guest-focused approach to ensure residents receive high standards of hospitality and residential service consistent with Novotel standards. The Director of Residence is crucial in creating a well-managed, comfortable, and welcoming residential environment, fostering strong relationships with homeowners and residents, and maintaining 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.
• Continuously evaluate and improve service delivery to ensure consistency, efficiency, and resident satisfaction.
• 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.
• Manage vendor and service provider contracts, monitoring performance for 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 high operational and presentation standards.
• Foster strong collaboration with hotel departmental managers for seamless coordination between residential operations and hotel services.
• 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 optimal resource allocation without compromising service quality.
• Prepare and analyze operational and financial reports, providing accurate, timely, and actionable information to management.
• 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 all residential operations comply with company policies, 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, ensuring 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 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.

Experience Requirements

• 7+ years of relevant experience.

Application Process

Accor encourages interested candidates to apply and become a Heartist®.