Director of Residences

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:
The Four Seasons Resort and Private Residences at Puerto Rico is a collection of 139 hotel rooms and 84 private residences. Situated on 483 acres with two miles of beach frontage, award-winning golf, an expansive wildlife sanctuary, nature trails and a lagoon complete with paddle boarding, fishing, and a water playground.

ABOUT THE ROLE

The Director of Residences drives all leadership and management for all aspects of the Residential and Center Associations operation responsibilities. This individual will be the advocate for homeowners and the homeowners governing bodies. They will be required to manage the luxury private residences with specific focus on the following attributes - Residential Leadership, Asset Management, Property Management, Financial/Legal Management, HOA Management, Stakeholder Relationships & Communication, Service & Lifestyle, and People Management. Own the development and implementation of property-wide initiatives, deliver products and services that create owner engagement while remaining in-line with the entity governing agreements and budgets.

MAIN DUTIES AND RESPONSIBILITIES

Residential Leadership

• Monitor the development and implementation of Residential brand strategies and support the team in delivering flawless execution of services.
• Acts as the liaison between the Developer, Four Seasons and the Homeowners.
• Fosters positive relationships between all stakeholders, including Homeowners, Residential Boards, Developer, Sales Team, Employees, Community and Vendors.
• Lead property Executive Team of functional leads including Residential Services, Finance, Security, and Engineering.
• Advocate for Homeowners, liaison between Board of Directors, Homeowners, Developer, Real Estate professionals and Four Seasons
• Leadership continuously seeks ways to ensure the operation is working together to address service and product concerns.
• Conduct oneself in an ethical and exemplary manner that encourages like manner and conduct.
• Lead with intellectual and emotional maturity, demonstrating a personal philosophy of life and work habits, practicing consulting supervision and observing ethical business practices.
• Leadership continuously seeks ways to address all stakeholder concerns with the intent to find a win - win solution for all.
• Residential leadership is creating an environment that fosters a trusting and open work environment for all employees, with a focus on supporting development of all employees to reach their full potential

Asset Management

• Conduct regular inspections of exclusive and common area residential spaces, make recommendations for improvements, address deficiencies.
• Prepare and execute capital expenditure/reserve study plan.
• Actively participate in all appropriate committees to develop and implement initiatives such as energy conservation measures, safety & security protocols, recycling programs, etc.
• Ensure the facilities are well maintained with respect to Housekeeping and Engineering.
• Oversee preventive maintenance and deep cleaning programs.
• Manage all purchasing, procurement and third-party contracts on behalf of the Center and Residential entries.

Property Management

• Oversite of all day-to-day operations of both Center and Residencial operations.
• Establish and execute an annual operations plan.
• Establish and execute risk management, preventive maintenance and ongoing regular maintenance plans for the development.
• Respond appropriately in the event of any 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.
• Ensure the team is utilizing software/technology to its fullest potential & ensure brand compliance.
• Tracking the use of Golden/Golden Home/Mobile Chat and any other programs with results shared with the team.
• Manage purchasing, procurement, and third-party contracts on behalf of the residential entity.
• Connect and network with local community leaders and neighboring property managers to collaborate on neighborhood matters
• Ensure policies and procedures are in place, updated as nee

Financial/Legal Management

• Prepare a comprehensive annual operating financial plan, for all departments in the residential operation including residential services, repair & maintenance, utilities, long term capital, employee relations and others.
• Prepare and present allocation methods, budget process and financial reports.
• Ensure all Residential fees are invoiced /collected.
• Lead residential budgeting process and annual meetings in accordance with local and project requirements
• Implement improvements in overall operations with an emphasis on increasing owner satisfaction, revenue and reducing costs.
• Ensure the books and minutes are maintained and updated as per the Property Documents.
• Control all capital and reserve fund expenditures and ensure the proper guidelines are adhered to and projects are completed on a timely basis.
• Develop financial performance improvement ideas, policies and procedures and implement.
• Prepare and execute capital expenditure plan/reserve study plan.
• Educate Owners regarding their entitlements as it relates to their specific ownership and legal agreements in order to enhance their experience.
• Understand and explain all legal agreements pertaining to the Residential operation entities.
• Conduct meetings with Owners/Board of Directors/Committees with respect to By-Law requirements and other legal matters.

HOA Management

• Manage and conduct meetings with the Center and Residential 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 (bi-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 and Center responsibilities to homeowners.
• Educate owners regarding their entitlements as it relates to their specific ownership.

Stakeholder Relationships & Communication

• Represent the interests of the residents, residential operation and residential employees in a fair, impartial and equitable manner.
• Personally meet and interact with owners, review all written owner comments and follow up on any owner service issues or needs.
• Attend and participate in all relevant property, regional and global meetings and events on behalf of residential operations.
• Educate property team on residential updates, priorities and programs.
• Keep the Corporate Office and Regional Residential leader informed about the condition of the residences and all-important factors of the operation.
• Review major activities and plans to ensure the residences receive the benefits of the RVP and Regional leads input and to ensure the residences are conforming to the most recent company views and policies.
• Cooperate effectively with peers and associates sharing mutual interest, concerns, advice and specialized knowledge.
• Convey clear instructions, guidance with proper intent to achieve a unity of purpose, establish working relationships that will attain a high level of effective executive and employee morale.
• Represent the corporation and the residential operation to the public, industry and government in such a manner to enhance the reputation of the corporation, and to gain recognition for their competency and contribution.
• Attend functions, social and/or business, to help develop a rapport and to establish credibility within the local community and residents.
• Maintain a solid working relationship with the developer, real estate community and residential owners.
• Always display a friendly, courteous and professional manner in dealing with owners, guests and other employees.

What you bring

• Experience working in a similar position within property management, residential operations, and/or hotel management. Previous Department Head experience preferred.
• Must have working knowledge of computers and systems, previous hotSOS, REX, ADP and Birchstreet experience preferred.
• Previous experience in Ownership and Stakeholder Liaison.
• Proven financial acumen.
• Professional property management training or preferred management certification such as IREM or CAI or similar as recognized in the region and must be knowledgeable of local property management laws and practices.

What we offer

• Competitive salary and a comprehensive benefits package.
• Market-leading pay and benefits (Medical, Dental, Vision and Retirement Savings Plan)
• Complimentary accommodation at other Four Seasons Hotels and Resorts
• Complimentary dry cleaning for business clothing
• Complimentary Employee Meals
• Paid holidays, vacation, and sick days
• Culinary, retail and wellness experiences at special rates