Assistant Director of Residences

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:

Your own private paradise on a lush coral island. On Desroches Island, there is nothing to distract you from tranquillity, save for the sound of birds singing and an ocean breeze that invites you to come a little closer. We’re the only resort on this captivating coral island in the middle of the Indian Ocean, where the beaches belong to no one and everyone at the same time. Our rustic villas and suites are intimate retreats and will make you feel like a castaway who has struck gold.

• Assist in people management eg. Hiring and training of all Residence team members (Island Concierges), payroll, schedules, provide regular performance feedback, etc.
• Assist with financial management requirements eg. Annual budget, Homeowner billing process to include sending statements, accepting payment and monitoring account delinquencies ensuring accurate billing and collection, track resident spend, address all resident questions with respect to billing from the hotel/resort or association, monitors that all invoices are paid in a timely manner and are checked for accuracy
• Be the first contact for any Homeowner needs and concerns, ensuring the highest level of service and responsiveness
• Coordinate and manage the day-to-day operations of the residences.  Eg. Oversee the resident events on amenity floor as well as in residences, assist with purchase orders, etc.
• Assist with new Homeowner orientations to their residence and the resort. Ensure all required policies and procedures are understood and signed.  Be the liaison between residences and hotel/resort departments to ensure residents are welcomed and recognized.
• Assists in maintaining the Homeowners assets through weekly, monthly walk-throughs as well as overseeing the coordination of the preventative maintenance program
• Develop profit improvement ideas, policies and procedures and implement them with approval of the Director of Rooms
• Liaise between the Residential & Rooms Division and the supporting departments to ensure all service requests from Homeowners are completed in a timely manner, to the highest standards of execution.

ADDITIONAL RESPONSIBILITIES

• Leads residential recognition efforts – maintain homeowner profiles keeping up to date information readily available, be Elite contact.  Meet regularly with hotel/resort leadership team to discuss resident engagement. Coordinates efforts to ensure hotel/resort teams recognize residents.  Produce a monthly spend report and share with key hotel/resort personnel to demonstrate incremental spend with respect to residence spending at the hotel
• Handle all resident interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolve resident complaints; assist residents in all inquiries in connection with the property services, in-house events, directions, local attractions, pre-arrival needs, etc.
• Become familiar with the legal and governance responsibilities of the Property Manager, Property Owners and Operator, and will remedy any conflicts that occur in-keeping with the project governing documents

SKILLS AND COMPENTENCIES

• Fluent in English, written and verbal; local language an asset
• Post-secondary education or equivalent experience
• Previous luxury hospitality or residential experience preferred
• Assist in people management eg. Hiring and training of all Residence team members (Island Concierges), payroll, schedules, provide regular performance feedback, etc.
• https://careers.fourseasons.com/us/en/job/REQ10349190/Assistant-Director-of-Residences