Director of Residences

Scope

The Director of Residences, reporting operationally to the Resort Manager and maintaining direct communication with the corporate Residences offices based in Amsterdam.

This role collaborates with all Area Directors and Department Managers to enhance the experience for both Residence guests and homeowners, delivering genuine and personalized service while inspiring positive engagement among all team members involved in residence operations and guest services.

Core Functions

Lead by example, providing the necessary tools for the Residences team to achieve established goals. Act as a mentor in talent development, ensure compliance with standards, and foster positive relationships that elevate the Residences experience—reflected in homeowner satisfaction and increased repeat guest stays.

• Key Duties and Responsibilities

• Operations and Guest Services

• Deliver friendly, professional, efficient, and flexible service in line with Rosewood Hotels & Resorts standards and policies.

• Maintain full knowledge and compliance with all established standards and procedures.
• Collaborate with other departments to develop and update manuals and procedures, including:
• Housekeeping manuals
• Suite Service procedures
• Maintenance checklists
• Butler service protocols
• Beach residence service sequences
• Provide guidance to homeowners for rental program agreements.
• Support reservations for owners and guests, including quoting and booking.
• Participate in arrival meetings and conduct periodic inspections to ensure standards are met.
• Coordinate personalized amenities for guests and owners.
• Welcome and build genuine relationships with guests and homeowners.
• Address and resolve guest or owner complaints promptly.
• Assist with site inspections for travel agents, media, real estate, or prospective renters.
• Share occupancy, revenue, and operational updates in weekly meetings.

• Support LQA and Forbes audits and lead monthly cross-departmental meetings to identify improvement opportunities.

• Administration and Finance

• Prepare and share weekly forecasts for Residences.

• Conduct rate audits to ensure competitiveness across distribution channels.
• Update residence codes in operational systems.
• Prepare monthly statistical reports and analyze financial results to identify best practices and improvement areas.
• Oversee expense management and ensure departmental actions align with profitability and guest satisfaction goals.
• Maintain strong vendor relationships and ensure timely payments.
• Verify accurate calculation and payment of travel agency commissions.
• Plan and supervise procurement of amenities, décor, and operational equipment.

• Prepare the annual Residences budget.

• HOA Management

• Review and update legal documents as needed (bylaws, assembly records, etc.).

• Inspect new residences and coordinate pending items with the developer.
• Hold monthly meetings with the developer to monitor construction status.
• Provide condominium regulations and relevant information to new owners.
• Manage vendor selection and supervision for common area services.
• Ensure timely HOA payments and intervene in case of delays.
• Oversee shared rental income distribution to owners.
• Coordinate preventive maintenance and ensure compliance with safety and hygiene protocols.

• Attend owner meetings and assemblies, prepare quarterly reports, and maintain constant communication with owners regarding updates and projects.

• Sales and Marketing

• Actively contribute to sales and marketing plans and strategy meetings.

• Monitor market trends and competitor activity.
• Ensure accurate and updated content for Residences (photos, maps, descriptions).

• Support residence sales by showcasing available villas or lots and providing administrative details.

• People Management

• Participate in recruitment and training for Residences and administrative staff.

• Ensure adherence to Rosewood standards and procedures.
• Maximize team productivity through training, guidance, and mentorship.
• Conduct annual performance evaluations and provide timely feedback.
• Motivate and recognize team achievements while addressing areas for improvement.