Residences Manager

Job Description

The Residences Manager is the liaison between Residence owners and the hotel team. They will ensure 
compliance with Raffles Residences standards of operations, managing all areas through setting and 
achieving financial objectives; developing and retaining colleagues; and exceeding ownership and 
residences expectations. These areas include all common areas, owner amenities, housekeeping, 
engineering, and valet. 

Fundamental Requirements

Residences Operations

• Liaise at all times with the Hotel to ensure a smooth operation.
• Coordinate and manage the day-to-day operations of the residential entity.
• Solve operational challenges, concerns or problems that may arise at the property.
• At all times, focus on improving the overall flow of operations at the property, seeking ways to maximize and improve the effectiveness and efficiency through productivity and sustainable programs and correctly allocate resources, in order to increase residents satisfaction levels, as well as colleague productivity and satisfaction.
• Organize and oversee operational programs such as programs of preventative maintenance.
• Play a lead role in the management of Residences Common Areas and Owners Lounges.

Homeowner Journey & Resident Relations

• Strategically lead and meticulously manage the complete Homeowner Journey across all phases:
  • Handover: Seamless transition and onboarding process.
  • Welcome & Orientation: Personalized integration into the residence and community.
  • The Art of Living Well: Curating services that enhance daily life.
  • Community: Fostering engagement and belonging among residents.
  • Seamless Living: Ensuring effortless and enjoyable day-to-day operations.
  • Rental Program Management: (If applicable) Oversee and optimize any residential rental programs.
• Responsible for resident/owner relations and for handling response alerts within the required time lines.
• Cultivate and nurture profound, lasting relationships with homeowners, serving as their primary point of contact and trusted advisor for all residential needs, inquiries, and lifestyle enhancement opportunities.
• Proactively anticipate and address homeowner concerns, ensuring swift and satisfactory resolutions.

Service Excellence & Standards

• Establish, implement, and rigorously maintain Raffles’ legendary service standards through comprehensive operational procedures, policies, and training initiatives.
• Continuously evaluate and refine service delivery to ensure consistent excellence and anticipate homeowner needs.
• Ensure that Standard Operating Procedures (SOP’s) have been thoroughly understood and are being implemented by all colleagues.
• Ensure that all colleagues are properly trained on all Raffles service standards.

Operational Oversight

• Oversee all aspects of residential property operations, including:
  • Maintenance Excellence: Ensuring impeccable upkeep and proactive maintenance.
  • Security Protocols: Implementing robust, discreet, and effective security measures.
  • Concierge Services: Delivering personalized and anticipatory concierge support.
  • Housekeeping Standards: Maintaining pristine residential environments.
  • Amenity Management: Overseeing the immaculate presentation and optimal functionality of all residential amenities.

Cross-Functional Collaboration

• Foster strong, collaborative relationships with departmental managers across the hotel to ensure integrated and seamless service delivery in areas such as:
  • Property & Engineering
  • Lifestyle & Domestic Services
  • Hospitality Services (e.g., F&B, Spa access)
  • Community & Communications
  • Security & Access Control
• Champion and represent the Residences within the broader hotel operations.
• Foster a collaborative, respectful, and supportive environment with all hotel Heartists, ensuring seamless interdepartmental communication and service delivery.

Team Leadership & Development

• Lead and support all department managers and colleagues in the achievement of their financial and operational targets via effective leadership and HR practices, policy and procedural development and appropriate colleague training activities.
• Monitor and act on staffing levels and productivity targets.
• Coordinate monthly leadership and weekly divisional meetings.

Financial Management

• Manage the financial performance and provide meticulous budget oversight for all residential operations.
• Ensure optimal resource allocation, cost control, and revenue generation (where applicable), while upholding service excellence and homeowner satisfaction.
• Prepare and analyze financial reports, making data-driven decisions to enhance efficiency and profitability.

Homeowners Association (HOA) & Governance

• Coordinate effectively with Homeowners Association (HOA) management, ensuring transparent communication, adherence to bylaws, and effective governance.
• Actively participate in HOA meetings and initiatives to support community harmony and enhance property value.
• Fulfil all obligations as outlined in applicable bylaws, articles of incorporations and any other project documents, seeking approval from Raffles Hotels and Resorts, where necessary.

Health, Safety & Security

• Ensure the health, safety and security of our residents and colleagues.
• Implement, monitor, and enforce stringent health, safety and security protocols to provide utmost peace of mind for residents.
• Ensure all procedures comply with local regulations and brand standards, while maintaining the welcoming and discreet atmosphere characteristic of Raffles residences.
• Ensure compliance with all local laws and regulations.
• Determine and ensure emergency procedures are established, well practiced and enforced.
• Create, update and ensure timely awareness of the Residences business continuity plan including emergency and crisis management plans.

Community & Events

• Plan and coordinate events for various celebrations throughout the year, including but not limited to, holiday celebrations, cultural festivals.
• Event & Lifestyle Curation:
  • Coordinate and oversee exclusive special events, celebrations, and community activities designed to foster strong connections among residents.
• Community & Destination Engagement:
  • Serve as a passionate ambassador for local community engagement, leveraging Raffles’ prestigious position in Boston to provide authentic and enriching destination experiences for homeowners.
  • Develop partnerships with local businesses and cultural institutions.
• Showcase the unparalleled lifestyle that defines Raffles living through bespoke experiences.

Records & Administration

• Maintains complete inventory of: Unit owners’ information, parking and storage spaces, monthly Association dues, Owners’ monthly/quarterly newsletter, hotel features, services and hotel restaurant food concepts and information.

Continuous Improvement & Innovation

• Drive continuous improvement initiatives through systematic homeowner feedback collection, analysis, and proactive implementation of enhancements.
• Ensure services evolve to consistently exceed expectations and maintain a competitive advantage in the luxury residential market.
• Perform other duties requested by Management.

Qualifications

Education & Experience: 
• Minimum 3 – 5 years relevant experience within residential arena and or 5 years of Hotel Management 
experience in a luxury hotel required
• College education, preferably a degree in hospitality management.

Personal Attributes: 
• Strong communication skills, both oral and written
• Strong relationship-building skills, able to create and maintain a positive business-like relationship with 
all Owners, residents and colleagues.
• Ability to attract, motivate, develop and retain colleagues with leadership potential.
• Self-Motivated and able to work with minimal supervision.
• Computer literate, able to use Microsoft Office (Word, Excel, Power Point).

Additional Information

• Salary Range: $109,500 - $114,500
• Employee benefit card offering discounted rates in Accor worldwide for you and your family. 
• Excellent Company benefits including medical, dental, vision and life insurance. 
• Personalized development opportunities across Accor's extensive brand portfolio.  
• Ability to make a difference through our Corporate Social Responsibility activities

Compensation: 109500 to 114500 (USD) (YEARLY)