Director of Residences

Exceptional Hospitality Starts with You

Picture yourself brightening someone’s day. When you join our Hotels team, that’s exactly what you’ll do every time you come to work! As a Director of Residences, you’re not just overseeing daily hotel operations in the absence of the General Manager – you’re spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest.

• What It Takes to Make the Stay

At Hilton, our core values define what it takes to succeed here and guide the qualities we look for in every team member:

A passion for spreading the light and warmth of Hospitality. Acting with Integrity and always doing the right thing. Inspiring others through Leadership. A belief that Teamwork drives the best outcomes. A sense of Ownership and accountability. And a focus on the Now, bringing urgency and discipline to every moment, knowing it can make a lasting impact.

As a Director of Residences, specifically you will be responsible for performing the following tasks to the highest standards: 

Leadership 

• Establish and execute an annual residential operations plan to include hospitality services (standard and requested), risk management, preventive maintenance and ongoing regular maintenance plans for the property in compliance with the brand standards
• Educate property team on residential updates, priorities and programs 
• Ensure all Hilton policies, procedures, and brand standards are implemented and carried out 
• Mentor, lead, and develop team members, including training programs to produce in-depth qualified personnel, to ensure continuity of management, and prepare for succession/vacancies as well as for future residential managerial roles 
• Complete performance reviews for all residential personnel including management, according to established performance standards 
• Direct and supervise all team members in carrying out their operating responsibilities, coordinating efforts and establishing priorities where necessary
• Represent the interests of the residents, and residential employees in a fair, impartial and equitable manner

Services & Operational Management 

• Implement and consistently execute hospitable residential service and product quality standards in accordance with the brand 
• Convey clear instructions, leadership and guidance to the residential team with the intent to achieve homeowner's satisfaction at the highest level
• Personally meet and interact with owners, review all owner comments/resident satisfaction survey results and follow up on any owner service issues or needs 
• Respond appropriately in the event of any residential emergency or safety situation complying with applicable laws ensuring homeowner and team safety 
• Develop and maintain working relationships with the hotel team and residents HOA Management 
• Manage, schedule, and conduct meetings with the HOA Board of Directors, lead HOA budgeting as well as the quarterly, annual, and special meetings 
• Maintain an understanding of all laws and governing documents (by-laws, declaration, rules and regulations, services and access agreements, etc.) pertaining to the operation of the residential entities 
• Share and explain all rules and regulations to homeowners and assist them regarding their entitlements as it relates to their ownership 

Financial Management 

• Monitor and review the monthly profit and loss statement of each entity, analyze the results and take action when necessary 
• Lead residential budgeting process and annual meetings in accordance with the governing documents and laws 
• Manage expenses in accordance with the budget 
• Control all capital and reserve fund expenditures and ensure the proper guidelines are adhered to and projects are completed on a timely basis
• Comprehend and present allocation methods, budget process and financial reports, with the assistance of the Director of Finance 
• Make suggestions for improvements in overall operations with an emphasis on increasing owner satisfaction, revenue and reducing costs 
• Manage all purchasing, procurement and third-party contracts on behalf of the residences 

Asset Management 

• Conduct regular inspections of exclusive and common area residential spaces, make recommendations for improvements, address deficiencies 
• Prepare and execute capital expenditure plan/reserve study plan 
• Actively participate in all appropriate property committees (e.g., environmental impact program, safety committees, etc.) 
• Ensure the residential facilities/common areas are well maintained (including preventive maintenance and cleaning) in partnership with the Directors of Housekeeping and Director Property Operations.

Sincerely Elegant Service:

• As an iconic brand of luxury hotels and resorts, our anticipatory, personalized and bespoke service extends to our Resident guests. 
• Director of Residences is responsible for all touchpoints of the Waldorf Astoria Experience for Resident guests. The luxury mixed-use space is unique in its location and will require a specific skill-set of passion, dedicated luxury experience and a willingness to create unforgettable moments for guests and team members alike.