Director of Residences
Job Description
<strong>Mandarin Oriental Muscat </strong><p><br></p>Situated in a prime beachfront location, Mandarin Oriental, Muscat is a chic urban resort that offers 150 stylishly appointed guestrooms and suites, five restaurants and bars, a lush Spa at Mandarin Oriental, and an outdoor swimming pool. The hotel features a one-of-a-kind ballroom boasting spectacular views of the Arabian Sea as well as a variety of banquet and meeting spaces to accommodate social and business events.<p><br></p>For those seeking a luxury living experience in one of Muscat’s most desirable districts, an exclusive collection of 155 Residences at Mandarin Oriental combines the Group’s legendary service, world-class amenities and sweeping sea or mountain views. We are looking for new fans who are interested and would enjoy being a part of the Mandarin Oriental Muscat opening team.<p><br></p>Scope of Position<p><br></p>The Director of Residences is primarily responsible for, but not limited to, the overall Residences operations and management of all pre and post-opening operations activities, including the continual enhancement and improvement of operations.<p><br></p>This position will be responsible to ensure compliance with, and completion of, all MOHG’s obligations relative to the applicable Residences Property Management Agreement, including management services reasonably required for the administration of the Condominium, its operation, and perhaps other legal entities, as well being the point person for managing all aspects of the Residences Association in accordance with local regulations.<p><br></p>This position will interface with Residence owners, Mandarin Oriental support teams on residential matters, including directly supervising all dedicated Residences staff, managing relationships with unit owners and ensuring the provision of superior service levels for all amenities and services offered. They may also work directly with MOHG functional specialists, including legal, finance, and operations, providing contract, budget and pre-opening expertise as it relates to their specific project.<p><br></p><strong><u>Responsibilities</u></strong><p><br></p>Pre-Opening:<p><br></p><ul><li>Formulation and implementation of strategy related to the Residences</li><li>Formulation and implementation of policies, procedures, and pricing for delivery of services to the residence owners</li><li>Creation of the comprehensive list of services and amenities available to unit owners</li><li>Primary liaison between Residence Board of Directors and MOHG</li><li>Primary liaison between Residence owners, hotel management, and MOHG</li><li>Manage projects and any other reasonable duties as required by management</li><li>Complete and thorough understanding of project condominium Scheme documents, including as an any other relevant documents including Property Management Agreement, CC&R’s (Covenants, Conditions and Restrictions), Master Deed or Declaration of Trust, By-Laws, Residences Management Agreement, Residences Marketing License Agreement, among others, all as applicable for the jurisdiction</li><li>Hiring, training and management of all dedicated Residences staff</li><li>Human resource strategy for recruitment and selection of Residence employees</li><li>Appropriate compensation and benefit packages for Residence employees</li><li>Development of all direct reports through coaching</li><li>The establishment of the pre-opening budget covering residences, including staff planning, service contracts and other expenses as may be required</li><li>Create a platform for communicating key property information to Residence Owners and Board of Directors</li></ul><p><br></p><strong>Post opening </strong><p><br></p>Residences Management<p><br></p><ul><li>Ensure that all required reports and data are submitted on time to the relevant corporate and Association</li><li>Ensure total compliance with standards of operation and service standards at all times throughout division</li><li>Perform regular inspections and reviews of all operations on a daily basis to ensure that all quality standards are being maintained</li><li>Ensure that staffing is maintained at an appropriate level to match business demand.</li><li>Participate in all regular and ad hoc operational meetings as required</li><li>Review all owner comments and complaints and corrective action taken and formulate solutions to prevent dissatisfaction reoccurring</li><li>Coordinating functional support from hotel staff, including food & beverage, catering, spa, housekeeping and engineering to deliver superior basic and a la carte services</li><li>Primary liaison between Residence Board of Directors and the hotel management, and MOHG</li><li>Primary liaison between Residence owners and the hotel management, and MOHG</li><li>Development of all direct reports through coaching</li><li>Manage projects and any other reasonable duties as required by management</li><li>Fulfil all MOHG obligations as contained within the Residences Management Agreement, while minimizing risk and exposure</li><li>Develop and oversee all aspects of resident services</li><li>Coordinating architectural reviews for renovations and alterations, ensuring compliance with all local building codes</li><li>Administrative matters such as holding annual board meetings and annual residence owner meetings, support documentation and other matters related to unit owner transfers of ownership, manage official correspondence, maintenance of corporate records and procurement of fidelity bonds or similar insurance requirements</li><li>Develop and enhance all resident services and programs</li><li>Ensure resident satisfaction</li></ul><p><br></p>Human Resources<p><br></p><ul><li>Human resource strategy for recruitment and selection of Residence employees</li><li>Career development programs for Residence employees</li><li>Appropriate compensation and benefit packages for Residence employees</li><li>Residence labor cost management</li></ul><p><br></p>Finance<p><br></p><ul><li>Financial matters such as collection of assessments, managing accounts, making payments, securing insurance, budget preparation and financial reporting on behalf of the board</li><li>Creation and management of adequate document control for all policies, procedures, and transactions in the operation of the Residences</li><li>Establish and manage the annual Reserve plan/budget</li><li>The establishment of the annual operating budget, ensuring adequate controls and overall financial performance</li><li>The billing and collection of monthly maintenance fees and any other fees due from unit owners</li><li>The maintenance of contract files and the negotiation and coordination with external vendors and Residence service providers</li><li>Ensuring all support areas understand the financial aspects of the Budget and complex allocation methodology</li><li>Ongoing reviews with Board of Directors and Accounting departments</li><li>Manage and coordinate all leases, sales and refinance, documentation requirements and packages</li></ul><p><br></p>Engineering<p><br></p><ul><li>Physical plant matters such as routine maintenance and care for residence Common Areas, managing deferred maintenance plans (reserves) and enforce compliance with applicable rules and regulations and standards</li><li>Formulation and implementation of common area maintenance plans</li><li>Oversee the strategic direction of general projects related to the enhancement of the residences common space and assets. The project management covers the areas of planning, administration, implementation and evaluation of financial results of project</li></ul><p><br></p>Communications<p><br></p><ul><li>Monitor compliance with the Residence Identification (brand license) Agreement and monitor Residence owner and local real estate agent usage of MOHG marks</li><li>Coordinate all Residence owner events, including holiday events and events around the annual Residence board and owner meetings</li></ul><p><br></p>Information Technology<p><br></p><ul><li>Facilitate effective and efficient communication between the Residence owners, and the hotel and third party service providers</li><li>Allow Residence owners to have seamless connectivity to telephony, television and audio service providers</li><li>Ensure that Residence line staff have the IT tools they require to perform their functions efficiently</li></ul>
