Residence Manager (F/M/X)
hace 2 días
Dos Hermanas
ph3Company Description /h3 pFairmont La Hacienda offer guests one of the most exclusive resorts in southern Spain. /p pSituated on the San Roque coast, in a unique and privileged enclave near Sotogrande, it features a luxurious 5-star hotel and branded residences, showcasing breathtaking sea views. /p pGuests at Fairmont La Hacienda will indulge in a luxury resort experience with access to pools, a spa, fitness facilities, a grand ballroom, and flexible meeting spaces. /p pSurrounded by two of southern Europe's most renowned golf courses, the hotel provides an exclusive retreat for golf enthusiasts, beach lovers, and discerning travelers. /p pTake the opportunity to become a Heartist®, and let your heart guide you in this world where life beats faster. /p h3Job Description /h3 pThe Residence Manager is responsible for the day-to-day operational coordination, owner experience and brand-standard compliance of the residential component of Fairmont La Hacienda, including the Mandatory Rental Program Units where applicable. The role acts as the key operational point of contact for residence owners, owner representatives and internal hotel departments, ensuring that the residences are maintained, presented and operated as an integrated part of the Hotel Resort and in line with Fairmont luxury standards. The Residence Manager does not operate as an independent Director of Residences and does not hold separate authority over the hotel, legal governance, association matters or ownership structures. The position is embedded within the Rooms Division and works through the established hotel leadership structure, reporting to the Director of Rooms. /p h3Key Purpose of the Role /h3 pTo ensure that the residences and related owner experience are managed with consistency, discretion, care and operational discipline, while protecting the unified hotel resort model, the Fairmont brand standards, owner satisfaction, asset quality and commercial integrity. /p h3Key Responsibilities /h3 ul liOwner Experience Relationship Management /li liAct as the primary day-to-day hotel contact for residence owners and approved owner representatives. /li liBuild trusted, professional and discreet relationships with residence owners. /li liEnsure timely and accurate follow-up on owner requests, questions, concerns and operational matters. /li liCoordinate owner arrivals, departures, preferences, amenities, special requests and service arrangements. /li liEnsure owner stays are handled with the same level of luxury, privacy and personalization expected of the Fairmont brand. /li liManage owner complaints or concerns in a calm, structured and solution-oriented manner, escalating sensitive matters to the Director of Rooms and General Manager where required. /li liMaintain accurate owner profiles, preferences, contact details and communication history, in line with data protection requirements. /li liPrivate Use Period Coordination /li liCoordinate all approved owner Private Use Period requests in collaboration with Reservations, Revenue, Front Office and Guest Experience. /li liEnsure all owner-use requests are checked against contractual entitlements, hotel availability and operational requirements. /li liLiaise with Reservations and Revenue to ensure owner stays are correctly blocked, coded and tracked. /li liEnsure owner arrivals follow the hotel’s standard check-in, check-out, registration, billing and security procedures. /li liCoordinate any à la carte services requested by owners during their stay and ensure charges are correctly captured. /li liEnsure that owner use does not negatively impact hotel inventory, guest experience, operational standards or commercial performance. /li liMaintain a clear calendar and record of owner-use days per unit. /li liResidence Readiness Brand Standards /li liEnsure all residences are inspected regularly and maintained in accordance with Fairmont luxury standards. /li liConduct pre-arrival and post-departure inspections for owner stays and high-value guest stays in the residences. /li liPartner with Housekeeping, Engineering and Front Office to ensure residences are always guest-ready and owner-ready. /li liMonitor furniture, fixtures, equipment, OSE, amenities, cleanliness, landscaping touchpoints and overall presentation standards. /li liReport any defects, damages, missing items, wear and tear or brand-standard gaps immediately. /li liEnsure that no unauthorized changes to furniture, decoration, equipment, layout or brand presentation are made by owners or third parties. /li liMaintain unit-by-unit inspection records, defect logs and follow-up trackers. /li liMaintenance, Repairs Asset Protection /li liCoordinate closely with Engineering and Housekeeping on preventive and corrective maintenance of the residences. /li liEnsure that maintenance issues are logged, prioritized, followed up and closed in a timely manner. /li liSupport Engineering in identifying whether issues relate to ordinary maintenance, owner damage, structural items, FFE/OSE replacement or capital works. /li liEnsure any works inside residences are properly documented, approved where required and carried out with minimal disruption to hotel operations. /li liMonitor recurring defects and elevate patterns that may indicate design, construction, warranty or asset-protection concerns. /li liSupport the preparation of reports for residence-related maintenance needs, FFE replacement requirements and owner-chargeable damages where applicable. /li liEnsure that all residences remain fit for luxury hotel operation and compliant with applicable standards, safety expectations and brand requirements. /li liCommon Areas Residential Environment /li liConduct regular walk-throughs of residential common areas, access points, landscaped zones, walkways, parking areas and owner-facing residential spaces. /li liPartner with Engineering, Housekeeping, Landscaping, Security and Stewarding where relevant to ensure common areas are well maintained. /li liIdentify opportunities to improve cleanliness, lighting, signage, landscaping, accessibility, privacy and arrival experience. /li liEscalate Common Area defects or service gaps to the relevant department head and track resolution. /li liEnsure the residential environment feels fully aligned with the resort positioning and not disconnected from the wider hotel experience. /li liOperational Integration with Rooms Division /li liWork as part of the Rooms Division leadership structure. /li liCoordinate daily with Front Office, Guest Experience, Housekeeping, Engineering, Security, Reservations and Finance. /li liAttend Rooms Division briefings and operational meetings as required. /li liEnsure residence-related matters are integrated into daily hotel operations, arrivals meetings, VIP reviews, maintenance meetings and guest experience reviews. /li liSupport the Director of Rooms in creating SOPs for residence operations, owner stays, inspections, owner requests, billing, defect tracking and escalation protocols. /li liEnsure all internal departments understand the residence model, owner expectations and operational boundaries. /li liFinancial Administrative Coordination /li liSupport Finance with residence-related billing, owner charges, service charges, à la carte services, damage recovery and supporting documentation. /li liEnsure accurate records are maintained for owner stays, additional services, damages, maintenance requests and chargeable items. /li liSupport the tracking of FFE, OSE and residence-related inventories. /li liProvide operational input for residence-related budgets, service charge discussions, maintenance plans and replacement planning where requested. /li liAssist in preparing monthly residence operational summaries for internal leadership review. /li liEnsure no commitments, discounts, owner benefits or financial arrangements are communicated without prior approval from the appropriate leadership function. /li liCompliance, Privacy Risk Management /li liEnsure residence operations comply with hotel policies, brand standards, safety standards, privacy expectations and applicable legal requirements. /li liProtect owner identity, owner data, stay information, personal preferences and residence access information with the highest level of confidentiality. /li liWork with Security to ensure residence access, keys, owner arrivals and third-party access are properly controlled. /li liEnsure contractors, suppliers and internal teams entering residences follow hotel access and conduct procedures. /li liImmediately escalate any incident, damage, accident, dispute, unauthorized access, owner complaint or legal-sensitive issue. /li liEnsure the residences are operated as part of the hotel resort and not treated as independent private holiday rentals or unmanaged owner units. /li liOwner Communication Reporting /li liPrepare professional and timely written communication to owners where required and approved. /li liMaintain clear records of owner communications, requests and follow-ups. /li liSupport the preparation of owner newsletters or operational updates where applicable. /li liProvide the Director of Rooms with a regular update on: /li ul liOwner arrivals and departures /li liOpen owner requests /li liMaintenance and defect status /li liOwner complaints or sensitive matters /li liResidence readiness /li liCommon Area observations /li liFinancial or billing items requiring follow-up /li /ul liEscalate any matter that could affect the hotel license, brand standards, owner relationship, rental program, legal structure or guest experience. /li liTeam Leadership Service Culture /li liLead any assigned residential coordinators, attendants or support colleagues, if applicable. /li liTrain relevant operational teams on residence standards, owner handling, privacy, discretion and service expectations. /li liPromote a culture of ownership, responsiveness, attention to detail and luxury service. /li liEnsure all colleagues understand the difference between hotel guests, residence owners, owner representatives and approved private-use guests. /li liSupport cross-training between Front Office, Guest Experience, Housekeeping and Engineering to ensure seamless residence operations. /li /ul h3Key Deliverables /h3 ul liResidence inspection program implemented and consistently followed. /li liOwner-use calendar accurately maintained. /li liOwner requests responded to and followed up within agreed timelines. /li liResidence defect log maintained and closed with Engineering/Housekeeping. /li liResidence SOPs developed and embedded across Rooms Division. /li liOwner arrivals prepared to luxury standard. /li liResidence-related billing and chargeable items properly documented. /li liCommon Area issues identified and escalated. /li liOwner complaints reduced through proactive communication and follow-up. /li liFairmont brand standards consistently protected across all residences. /li /ul h3Qualifications /h3 h3Required Experience Skills /h3 ul liPrevious experience in luxury hotel operations, preferably Rooms Division, Residences, Guest Experience, Front Office or Housekeeping leadership. /li liStrong understanding of ultra-luxury guest and owner expectations. /li liExperience working with private owners, branded residences, villas or high-net-worth guests is preferred. /li liStrong operational coordination skills across multiple departments. /li liExcellent written and verbal communication skills in English and Spanish; additional languages are an advantage. /li liStrong administrative discipline and attention to detail. /li liAbility to handle sensitive situations with discretion, diplomacy and professionalism. /li liGood understanding of maintenance workflows, room readiness, defect tracking and luxury presentation standards. /li liFinancial awareness related to billing, owner charges, inventories and operating costs. /li liAbility to work under pressure and manage competing priorities. /li /ul h3Competencies /h3 ul liLuxury service mindset /li liOwner relationship management /li liDiscretion and confidentiality /li liOperational discipline /li liAttention to detail /li liProblem solving /li liCross-departmental coordination /li liBrand-standard orientation /li liClear communication /li liAccountability and follow-through /li liCommercial awareness /li liEmotional intelligence /li /ul h3Additional Information /h3 pOur Values /p h3Respect /h3 pWe value the needs, ideas, and individuality of others. We treat everyone with fairness and dignity. /p h3Belonging /h3 pWe celebrate our differences. We support one another and always stand together. /p h3Integrity /h3 pWe build trust through mutual respect and authenticity. /p h3Empowerment /h3 pWe have the power to take initiative and anticipate moments that create unforgettable experiences. /p h3Excellence /h3 pWe build genuine connections and cherish every opportunity to make those around us feel special. /p pDiversity and Inclusion /p pFairmont is committed to creating an inclusive environment where diverse talents thrive. We welcome candidates from all backgrounds to join our team. /p h3Employee Benefits /h3 pJoin our team and enjoy a range of exclusive colleague benefits, including complimentary upgrades, extended stays, discounted stays at Accor , Fairmont and Raffles properties, special discounts on dining and wellness services, and additional luxuries to enhance your experience. We believe in taking care of our team, ensuring that your hard work is rewarded with exceptional benefits. /p /p #J-18808-Ljbffr
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