Job Number 24011824

　　Job Category Rooms & Guest Services Operations

　　Location The St. Regis Bermuda Resort, 34 Coot Pond Road, St George, Bermuda, Bermuda

　　Schedule Full-Time

　　Located Remotely? N

　　Relocation? N

　　Position Type Management

　　JOB SUMMARY

　　Functions as the strategic business leader for residential service activities required between the homeowners and the management company. Manages luxury condominium facilities with attention to and support of the 4 Pillars of Operational Excellence. Monitors the development and implementation of residential brand strategies and supports the leadership team in flawless execution. Assists in developing and implementing property-wide initiatives that deliver products and services that create owner engagement while remaining in-line with the condominium documents. Acts as the liaison between the management company and the homeowners and fosters positive relationships between all parties.

　　CANDIDATE PROFILE

　　Education and Experience

　　• Bachelor’s degree from an accredited university in Hotel Management, Hospitality, Business Administration

　　OR

　　• Related major; 2 years’ experience in residential hospitality, or related professional area preferred.

　　CORE WORK ACTIVITIES

　　Managing Property Operations

　　• Maintains knowledge of owners’ name/number/family members, residence numbers, and floor plans and hours of operation

　　• Maintains knowledge of all marketing packages and promotions used by the sales team (if the property is still in sales)

　　• Maintains knowledge of the Hotel Reservation Services

　　• Responsible for assisting in the day-to-day operations for Residences, including vendor activity on-site and office administration

　　• Conducts daily line-ups

　　• Participates in monthly departmental meetings to review and assist in the implementation of action plans to improve employee and owner satisfaction

　　• Provides employee recognition on an ongoing basis, including an annual staff event

　　• Maintains complete knowledge and comply with all residences policies and procedures and protects the privacy of the owners

　　• Maintains knowledge of homeowner Rules & Regulations

　　• Communicates with the General Manager or the Director of Residences regularly regarding issues and information relating to residents

　　• Provides feedback to the General Manager or Director of Residences for local standard operating procedures and assist with departmental compliance

　　• Creates an environment of open communication for Hosts, Associates and Owners

　　• Monitors logbooks and service requests to verify timely completion of tasks

　　• Monitors unit admittance procedures and verifies correct key inventory

　　• Creates and maintains filing system: work orders, reports, home care records, invoices, correspondence, owner forms and proof of insurance.

　　• Timely replies to office communication

　　• Communicates via newsletters, email, and faxes on behalf of the association.

　　• Maintains accurate homeowner’s roster and follow up with services deficiencies

　　• Knowledge of the computer systems including, Mystique, Buildinglink, scheduling software and key control software

　　• Demonstrates proficiency in overseeing and managing the budgeting process for a residential community

　　• In-depth understanding of Homeowners Association (HOA) matters, including compliance, governance, and effective communication with residents

　　• Proven ability to develop and implement financial strategies to optimize community resources and enhance resident satisfaction

　　• Experience in collaborating with relevant stakeholders to ensure financial transparency and adherence to budgetary constraints.

　　• Communicates with homeowners, management, and employees

　　• Manages owner expectations while remaining calm and courteous

　　• Works flexible hours, including weekends, holidays, and evenings if necessary

　　Managing and Conducting Residences Activities

　　• Responsible for assisting in the planning and execution of services and lifestyle activities involving homeowners and the hotel when applicable

　　• Responsible for supporting the leadership team in fostering and maintaining good relationships with the homeowners and their representatives by providing services and amenities aligned with St Regis Bermuda's quality standards

　　• Actively participate in activities and communication that support full participation in the Owner Engagement Survey

　　• Document all resident requests, complaints, or problems immediately, implement them into Buildinglink, and notify the designated departments

　　• Serves as a liaison between homeowners and various departments and builder/developer

　　• Will report any issues that pertain to vendors or service providers and will assist in resolving the issue

　　• Communicate a la carte services provided by Hotel and will communicate requests in a timely manner

　　• Submit maintenance and housekeeping requests to the appropriate department and follows up accordingly

　　• Collect resident owner’s preferences, track and records additional preferences and put them in Mystique

　　• Report any common area items that are not in line with St Regis Brand Standards

　　• Create an environment that fosters WOW stories and Lionshare Best Practices

　　• Familiar with Business Priority Matrix

　　• Familiar with the balanced scorecards in Employee/Owner Engagement

　　• Plan regular social gatherings for owners and assist in the creation of newsletters and other methods for communicating events

　　• Experience in coordinating routine inspections, repairs, and renovations to maintain the highest standards of safety, cleanliness, and functionality within the community

　　• Brand understanding & implementation

　　• Proficient in developing and executing proactive maintenance programs to ensure the upkeep and aesthetic appeal of residential buildings and public areas

　　Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

　　Combining timeless glamour with a vanguard spirit, St. Regis Hotels & Resorts is committed to delivering exquisite experiences at more than 50 luxury hotels and resorts in the best addresses around the world. Beginning with the debut of The St. Regis hotel in New York by John Jacob Astor IV at the dawn of the twentieth century, the brand has remained committed to an uncompromising level of bespoke and anticipatory service for all of its guests, delivered flawlessly by a team of gracious hosts that combine classic sophistication and modern sensibility, as well as our signature Butler Service. We invite you to explore careers at St. Regis. In joining St. Regis, you join a portfolio of brands with Marriott International. Be where you can do your best work,​ begin your purpose, belong to an amazing global​ team, and become the best version of you.