Director of Residences, Resort Okinawa

Job description

About Four Seasons: Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture. At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us. About the location: Set along 100 acres of pristine beachfront on Okinawa’s west coast, Four Seasons Resort and Private Residences Okinawa will introduce a new expression of resort living in Japan. Designed in harmony with the island’s natural landscape and cultural heritage, the resort will feature guest rooms, private villas, residences, and a beach club, all connected through walkable gardens and open spaces. With a focus on thoughtful design, connection to nature, and the signature service that defines Four Seasons, the resort will offer both guests and team members the opportunity to be part of something truly special in one of Japan’s most unique destinations. Set along 100 acres of pristine beachfront on Okinawa’s west coast, Four Seasons Resort and Private Residences Okinawa will introduce a new expression of resort living in Japan. Designed in harmony with the island’s natural landscape and cultural heritage, the resort will feature 120 hotel guest rooms,5 hotel villas, 28 private villas, 124 residences, and a beach club, all connected through walkable gardens and open spaces. With a focus on thoughtful design, connection to nature, and the signature service that defines Four Seasons, the resort will offer both guests and team members the opportunity to be part of something truly special in one of Japan’s most unique destinations. As one of the leaders in branded residences since 1985, Four Seasons currently operate 59 residential properties around the world and 80% of the projects in our pipeline contain a residential component. RESPONSIBILITIES The Director of Residences drives all leadership and management for all aspects of the Resort Residential Operation. They will be the advocate for homeowners and the homeowners governing bodies. They will be required to manage the luxury private residences including condominiums & villas, with specific focus on the following attributes – Property Management, Financial Management, Asset Management, HOA Management, Service & Lifestyle, and People Management. The Director of Residence will also support the Hotel Manager in homeowner engagement as it relates to the Rental Pooled Program. Monitor the development and implementation of Residential brand strategies and supports the team in delivering flawless execution. The Director of Residences will own the development and implementation of property-wide initiatives that deliver products and services that create owner engagement while remaining in-line with the Residential entity governing agreements. Acts as the liaison between the Hotel/Resort, the Developer, and the Homeowner and fosters positive relationships between all parties. TASKS Property Management Establish and execute an annual residential operations plan Establish and execute risk management, preventive maintenance and ongoing regular maintenance plans for the Residences Respond appropriately in the event of any residential emergency or safety situation complying with local codes and ordinance ensuring homeowner and team safety Ensure all relevant Four Seasons residential policies and procedures are developed, implemented and actioned Direct and supervise all key management in carrying out their operating responsibilities, coordinating efforts and establishing priorities where necessary Manage all purchasing, procurement and third-party contracts on behalf of the residential entity Implement all the policies procedures issued by the FS Corporate team for effective management Financial Management Monitor and review the monthly financial statement of each entity, analyze the results and take action when necessary Lead residential budgeting process and annual meetings in accordance with the entities by-laws Control expenses based on HOA 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, and controlling costs Keep all the data in compliance with PCI (contact details, preferences, emergency contact etc.) up to date of residence owners on Opera, Golden Home, Golden and any other software where required. 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 committees such as energy conservation program, safety committees, recycling programs etc. Ensure the residential facilities are well maintained with respect to Housekeeping and Engineering Oversee preventive maintenance and deep cleaning programs such as “Perfect Residences and/or Villa” initiatives; with the Director of Housekeeping and the Director Engineering’s assistance Manage all purchasing, procurement and third-party contracts on behalf of the Residential entity Respond appropriately to emergencies or safety situations with local codes and ordinance ensuring homeowner and team safety HOA Management Manage and conduct meetings with the HOA/Board of Directors, lead HOA budgeting and annual meetings Demonstrate an understanding of the fundamental deliverables and items to be actioned as per the governing documents (by-laws, declaration, rules and regulations etc.) Demonstrate an understanding of all legal agreements pertaining to the operation of the residential entities Discuss and explain all rules and regulations for Private Residences, Condos, and Residence Club etc. to homeowners Educate owners regarding their entitlements as it relates to their specific ownership Residential Services & Lifestyle Convey clear instructions, leadership and guidance to the residential team with the intent to achieve homeowner’s satisfaction at the highest level Develop and maintain solid working relationships with the developer, Hotel/Resort personnel and the residential owners through friendly, courteous and professional demeanors Develop and enforce residential service and product quality standards Execute all corporate initiatives to ensure highest level of homeowner satisfaction. Personally meet and interact with owners, review all written owner comments and follow up on any owner service issues or needs Work with Operational DH to create and implement action plans based on Residence Owner and Employee feedback Facilitate Residence owners to book other FS properties globally when requested and work with other properties to ensure best in class experience is being provided Support the Elite benefits given to homeowners globally in addition of the property bookings. Communicate upcoming owner stay details with hotel team and ensure preferences are delivered & stay planned to owner expectations. People Management Represent the interests of the residents, and residential employees in a fair, impartial and equitable manner Manage and engage in owner relations, including site contact, glitch follow up, owner communication through various channels Implement and develop training programs in all departments to produce in-depth qualified personnel, to ensure continuity of management, and prepare for vacancies and/or transfer requirements Complete performance reviews for all residential personnel including management, according to established performance standards Educate property team on residential updates, priorities and programs Mentor, lead and develop talent within property; facilitate a pipeline of talent for future residential managerial roles Rental Program Support the hotel team on rental bookings and homeowner communication. Establish and identity residential priorities and sales opportunities Understand Rental Pooled Program thoroughly but not limited to point system, allocation of points, rental income distribution etc. Understand and manage updating of all systems related to rental program including but not limited to enrolling & registering new residence owners into rental program, removal of owners where required. Coordinate with other divisions to respond to residence owners if they have queries about the rental program. Manage orientation of new residence owners into the rental program where required and orientation to the overall residence ownership experience.