Director of Residences

Job Description

As Director of Residences at the Raffles Boston, you will lead the homeowner experience, from pre-move-in preparations to ensuring exceptional residential living. This pivotal role demands a proactive, empathetic approach to ensure our homeowners consistently experience the hallmark Raffles hospitality. You will thoughtfully curate bespoke services, cultivate genuine relationships, and consistently "make magic" for our residents. This role champions the brand's unwavering commitment to transforming moments into cherished memories, all while upholding the most exacting standards of luxury residential operations.

KEY RESPONSIBILITIES

The Director of Residences will be accountable for, but not limited to, the following key areas:

• Homeowner Journey Leadership:
  • Strategically lead and meticulously manage the complete Homeowner Journey across all phases:
    • Handover: Seamless transition and onboarding process.
    • Welcome & Orientation: Personalized integration into the residence and community.
    • The Art of Living Well: Curating services that enhance daily life.
    • Community: Fostering engagement and belonging among residents.
    • Seamless Living: Ensuring effortless and enjoyable day-to-day operations.
    • Rental Program Management: Oversee and optimize any residential rental programs.
• Service Excellence & Standards:
  • Establish, implement, and rigorously maintain Raffles' legendary service standards through comprehensive operational procedures, policies, and training initiatives.
  • Continuously evaluate and refine service delivery to ensure consistent excellence and anticipate homeowner needs.
• Relationship Management:
  • Cultivate and nurture profound, lasting relationships with homeowners, serving as their primary point of contact and trusted advisor for all residential needs, inquiries, and lifestyle enhancement opportunities.
  • Proactively anticipate and address homeowner concerns, ensuring swift and satisfactory resolutions.
• Operational Oversight:
  • Direct and oversee all aspects of residential property operations, including:
    • Maintenance Excellence: Ensuring impeccable upkeep and proactive maintenance.
    • Security Protocols: Implementing robust, discreet, and effective security measures.
    • Concierge Services: Delivering personalized and anticipatory concierge support.
    • Housekeeping Standards: Maintaining pristine residential environments.
    • Amenity Management: Overseeing the immaculate presentation and optimal functionality of all residential amenities.
• Cross-Functional Collaboration:
  • Foster strong, collaborative relationships with departmental managers across the hotel/resort to ensure integrated and seamless service delivery in areas such as:
    • Property & Engineering
    • Lifestyle & Domestic Services
    • Hospitality Services (e.g., F&B, Spa access)
    • Community & Communications
    • Security & Access Control
• Financial Management:
  • Manage the financial performance and provide meticulous budget oversight for all residential operations.
  • Ensure optimal resource allocation, cost control, and revenue generation (where applicable), while upholding service excellence and homeowner satisfaction.
  • Prepare and analyze financial reports, making data-driven decisions to enhance efficiency and profitability.
• Team Leadership & Development:
  • Recruit, lead, develop, mentor, and inspire a high-performing residential team (referred to as "Heartists").
  • Foster a culture of excellence, dedication, and genuine hospitality that embodies Raffles' values of warm, generous, gracious, authentic, imaginative, curious, dedicated, and joyful service.
  • Conduct regular performance reviews and provide continuous professional development opportunities.
• Homeowners Association (HOA) & Governance:
  • Coordinate effectively with Homeowners Association (HOA) management, ensuring transparent communication, adherence to bylaws, and effective governance.
  • Actively participate in HOA meetings and initiatives to support community harmony and enhance property value.
• Health, Safety & Security:
  • Implement, monitor, and enforce stringent health, safety, and security protocols to provide utmost peace of mind for residents.
  • Ensure all procedures comply with local regulations and brand standards, while maintaining the welcoming and discreet atmosphere characteristic of Raffles residences.
• Continuous Improvement & Innovation:
  • Drive continuous improvement initiatives through systematic homeowner feedback collection, analysis, and proactive implementation of enhancements.
  • Ensure services evolve to consistently exceed expectations and maintain a competitive advantage in the luxury residential market
• Community & Destination Engagement:
  • Serve as a passionate ambassador for local community engagement, leveraging Raffles' prestigious position in Boston to provide authentic and enriching destination experiences for homeowners.
  • Develop partnerships with local businesses and cultural institutions.
• Event & Lifestyle Curation:
  • Coordinate and oversee exclusive special events, celebrations, and community activities designed to foster strong connections among residents.
  • Showcase the unparalleled lifestyle that defines Raffles living through bespoke experiences.
• Hotel & Brand Integration:
  • Champion and represent the Residences within the broader hotel/resort operations.
  • Foster a collaborative, respectful, and supportive environment with all hotel Heartists, ensuring seamless interdepartmental communication and service delivery.

Qualifications

Essential Requirements:

• Education: Bachelor’s degree in hospitality management, Business Administration, Real Estate Management, or a related field. Equivalent extensive professional experience will be considered.
• Experience: Minimum of 7-10 years of progressive senior management experience within ultra-luxury residential properties, high-end hospitality operations (5-star hotels/resorts), or private club management.
• Luxury Service Expertise: Demonstrated, impeccable track record in delivering and managing ultra-luxury customer service, sophisticated client relations, and relationship building with high-net-worth individuals.
• Financial Acumen: Strong financial literacy with proven experience in budget development, management, forecasting, and P&L responsibility within a luxury operational context.
• Communication & Interpersonal Skills: Exceptional verbal and written communication skills, with the ability to engage, influence, and build rapport with diverse stakeholders, including homeowners, staff, and executive leadership.
• Leadership: Demonstrated leadership experience in successfully managing, motivating, and developing cross-functional teams of 15+ colleagues in a dynamic, service-oriented environment.
• Technical Proficiency: Advanced proficiency in property management systems (e.g., Opera, Lightspeed), CRM software, and the full Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).

Desired Qualities & Skills:

• Residential Specific Experience: Direct experience with luxury residential properties, serviced apartments, or high-end private club management.
• Market Knowledge: In-depth knowledge of the local luxury real estate market, competitive landscape, and leading luxury service providers in Boston.
• Project Management: Project management certification (e.g., PMP) or demonstrated experience in leading and delivering complex projects with multiple stakeholders.
• Governance Understanding: Comprehensive understanding of Homeowners Association (HOA) governance, condominium association management, and relevant legal frameworks.
• Brand Alignment: Previous experience with Raffles, Fairmont, Accor, or other globally recognized luxury hospitality brands.
• Passion for Lifestyle: A demonstrable and genuine passion for creating, curating, and delivering exceptional lifestyle experiences that exceed resident expectations.

Additional Information

• Salary Range: from $190,000 to $212,000
• Employee benefit card offering discounted rates in Accor worldwide for you and your family. 
• Excellent Company benefits including medical, dental, vision and life insurance. 
• Personalized development opportunities across Accor's extensive brand portfolio.  
• Ability to make a difference through our Corporate Social Responsibility activities