Residential Service Manager

2 weeks ago

Ho Chi Minh City, Ho Chi Minh, Vietnam Marriott International, Inc Full time

Job Number

Job Category Rooms & Guest Services Operations

Location JW Marriott Residences Grand Marina Saigon, 02 Ton Duc Thang Street, Ben Nghe Ward, District 1, Ho Chi Minh City, Viet Nam, Viet Nam VIEW ON MAP

Schedule Full-Time

Located Remotely? N

Relocation? N

Position Type Management

JOB SUMMARY
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 that create owner engagement while remaining in-line with the condominium documents.

Acts as the liaison between the management company and the homeowners and fosters positive relationships between all parties.

CANDIDATE PROFILE

Education and Experience

  • Bachelor's degree from an accredited university in Hotel Management, Hospitality, Business Administration
OR

  • Related major; 2 years' experience in residential hospitality, or related professional area preferred.

CORE WORK ACTIVITIES

Maintaining Residences Operations

  • Maintains knowledge of owners' name/number/family members, residence numbers, and floor plans and hours of operation.
  • Maintains knowledge of all marketing packages and promotions used by the sales team (if the property is still in sales).
  • Maintains knowledge of the Hotel Reservation Services
  • Responsible for assisting in the day to day operations for Residences, including vendor activity onsite and office administration.
  • Conduct daily lineups
  • Participate in monthly departmental meetings to review and assist in the implementation of action plans to improve employee and owner satisfaction.
  • Provide employee recognition on an ongoing basis, including an annual staff event.
  • Maintain complete knowledge and comply with all residences policies and procedures and protects the privacy of the owners.
  • Maintain knowledge of homeowner Rules & Regulations.
  • Communicate with the General Manager or the Director of Residences regularly regarding issues and information relating to residents.
  • Provide feedback to the General Manager of Director of Residences for local standard operating procedures and assist with departmental compliance.
  • Create an environment of open communication for Ladies, Gentlemen and Owners.
  • Monitor logbooks and service requests to verify timely completion of tasks.
  • Monitor unit admittance procedures and verifies correct key inventory
  • Creates and maintains filing system: work orders, reports, home care records, invoices, correspondence, owner forms and proof of insurance.
  • Office Communication should be replied to and filed in a timely fashion
  • Maintains accurate homeowner's roster and follow up with services deficiencies
  • Knowledge of the computer systems including, Mystique, Buildinglink, scheduling software and key control software.
  • Communicates with homeowners, management and employees.
  • Manages owner expectations while remaining calm and courteous.
  • Works flexible hours, including weekends, holidays and evenings if necessary.

Managing and Conducting Residences Activities

  • Responsible for assisting in the planning and execution of services and lifestyle activities involving homeowners and the hotel when applicable.
  • Responsible for supporting the leadership team in fostering and maintaining good relationships with the homeowners and their representatives by providing services and amenities aligned with Ritz-Carlton Brand and quality standards.
  • Actively participate in activities and communication that support full participation in the Owner Engagement Survey.
  • Document all resident requests, complaints or problems immediately, implement them in to Buildinglink and notify the designated departments.
  • Serves as a liaison between homeowners and various departments and builder/developer.
  • Provide homeowners with at least 3 options for vendors or Ritz-Carlton services that can aid in home or unit maintenance. Will report any issues that pertain to vendors or service providers and will assist in resolving the issue.
  • Communicate a la carte services provided by Hotel and will communicate requests in a timely manner.
  • Submit maintenance and housekeeping requests to the appropriate department and follow up accordingly.
  • Collect resident owner's preferences, track and record additional preferences and put them in Mystique.
  • Report any common area items that are not in line with Ritz-Carlton Brand Standards.
  • Create an environment that fosters WOW stories and Lionshare Best Practices.
  • Familiar with Business Priority Matrix.
  • Participation in the creation of WIG's, Lead Measures and the WIG Boa

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