Residential Services Manager

Job Number: 26099214 | Full Time | On-site at 1 Bay Dr, Lahaina, Hawaii, United States, 96761

About the Role

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 creating owner engagement while remaining in-line with the condominium documents. Acts as the liaison between the management company and the homeowners, fostering positive relationships between all parties.

Responsibilities

• Maintains knowledge of owners’ names, family members, residence numbers, floor plans, and hours of operation.
• Assists in day-to-day operations for residences, including vendor activity on-site and office administration.
• Conducts daily line-ups and participates in monthly departmental meetings to review and implement action plans.
• Provides ongoing employee recognition, including an annual staff event.
• Ensures compliance with all residences policies, procedures, and homeowner Rules & Regulations.
• Communicates regularly with the General Manager or Director of Residences regarding resident-related issues.
• Monitors logbooks and service requests to verify timely completion of tasks.
• Manages unit admittance procedures and verifies key inventory.
• Creates and maintains filing systems for work orders, reports, home care records, invoices, and correspondence.
• Responds to and files office communication promptly, including newsletters, emails, and faxes.
• Uses property management and key control software to track homeowner information and service requests.
• Manages owner expectations while remaining calm and courteous.
• Works flexible hours, including weekends, holidays, and evenings as necessary.
• Assists in planning and executing services and lifestyle activities for homeowners and the hotel.
• Documents all resident requests, complaints, or problems and notifies appropriate departments.
• Serves as a liaison between homeowners and various departments, including the builder/developer.
• Provides homeowners with at least three options for vendors or in-house services for home maintenance.
• Reports and assists in resolving issues related to vendors or service providers.
• Communicates a la carte services provided by the property and submits requests to appropriate departments.
• Collects and records homeowner preferences in the appropriate software system.
• Reports common area items not in line with brand standards.
• Creates an environment fostering WOW stories and brand-specific best practices.
• Participates in the creation of WIGs (Wildly Important Goals), Lead Measures, and WIG Boards.
• Joins weekly BLT (Business Leadership Team) calls and reviews balanced scorecards for employee/owner engagement.
• Plans regular social gatherings for owners and assists in creating newsletters and event communications.
• Conducts visual inspections and self-audits to ensure property cleanliness and protect physical assets.

Requirements

• Bachelor’s degree from an accredited university in Hotel Management, Hospitality, Business Administration, or a related major.
• 2 years’ experience in residential hospitality or a related professional area (preferred).

Pay

$88,000 - $115,000 annually, with bonus eligibility.