THE RESIDENCES

Spanning a full city block atop Beverly Hills' famed Golden Triangle, moments from the world-famous Rodeo Drive, Mandarin Oriental Residences, Beverly Hills brings legendary service and the distinct privileges of boutique living to the heart of this prestigious neighborhood. As the first new condominium in Beverly Hills in over a decade, it offers an unprecedented array of experiences exclusively to its residents, elevating the concept of effortless luxury. At Mandarin Oriental Residences, Beverly Hills, we pride ourselves on delivering world-renowned service from the heart.

Scope of Position

The Assistant Director of Residences is responsible for the overall operation of the Residences, including the continual enhancement and improvement of operations at the direction of the Director. This position will be responsible for interfacing Residents, Colleagues, outside vendors, contractors, and others at the direction of the Director of Residences, as it relates to all residential matters, including directly supervising and managing Residences colleagues, developing relationships with unit owners, and ensuring the provision of superior service levels for all services and amenities provided.

Organisational Structure

The Assistant Director of Residences will report directly to the Director of Residences and will work closely with the Facilities Manager.  

Duties and Supporting Responsibilities:

• General understanding of project condominium documents, including CC&R’s (Covenants, Conditions and Restrictions), Master Deed or Declaration of Trust, By-Laws, Residences Management Agreement, Residences Marketing License Agreement, local filings, among others, all as applicable for the jurisdiction
• Broad operational responsibility for the upkeep and maintenance of all relevant areas.
• Completing weekly and monthly reports such as payroll, time and attendance, HOA billing, and month-end closing.
• Creating colleague work schedules, arranging coverage, and coordinating vacation requests, etc.
• Training, supervision, coaching, and day-to-day management of colleagues.
• Conduct performance reviews for residential team members and assist with coaching, development plans, and ongoing feedback.
• Supporting the various Residential departments in the delivery of their respective services as necessary, including desk coverage when needed and other kinds of assistance.
• Coordination of the distribution of services and amenities to residents, such as concierge services, unit housekeeping, and engineering services.
• Tracking inventory and ordering and maintaining engineering supplies, including machinery and equipment; office supplies, housekeeping supplies, and desk supplies.
• Originating all purchase orders.
• Control labour and operating expenses through effective planning, budgeting, purchasing decisions, policy making, and inventory control while focusing on creative cost control to maximize profit in the division and Residences.
• Assist the Director in responding to all requests, complaints, and questions. 
• Assist the Director in communicating key property and HOA information to Residents.
• Assist the Director in coordinating resident and colleague events, including holiday events and events around the annual Residence board and owner meetings.
• Assist the Director in drafting and distributing resident newsletters and other communications.
• Maintaining files and records pertaining to rental units and lease terms and assisting with the tracking of renewals and relevant fee assessments.
• Coordinating with the Facilities Manager and the Facilities department for all building maintenance.
• Collecting and submitting billing forms, including Engineering and Housekeeping work orders, and other miscellaneous charges.  
• Administering and maintaining the various software systems in use and any other systems that may be employed in the operation, at the discretion of the Director of Residences.
• Obtaining and filing insurance documentation from vendors, contractors, labourers, movers, and others who perform work in the building and in various apartments.
• Arranging and coordinating building identification for all residents and their guests.
• Coordinating and supervising all move-ins and move-outs.
• Provide a summary of all other activities and events throughout the week.
• Assist the Director in fulfilling all MOHG obligations as contained within the Property Management Agreement, while minimizing risk and exposure.
• Assist in authorizing building access, events, and open houses.
• Assist in the coordination of Board and department meetings, documentation, and mailings.
• Relationship management is key for all stakeholders (internal, external, ownership, and MOHG brand).
• Attention to detail, style, and aesthetics of the entire interior and exterior of the building is critical.
• The ability to react and adjust to a changing business environment and lead the team in ensuring efficient financial management of the business.
• Takes an active part in the emergency response team and is responsible for the follow-up on operational as well as technical matters related to the property emergency procedures.
• Maintains an excellent relationship with all Local Authorities related to all trades.
• Assists in establishing outside service agreements and monitors the performance of the contractors.
• Maintains a good relationship with Residents, other departments, and fellow colleagues through the consistent display of outstanding Legendary Quality Experiences (LQE’s).
• Ensuring the building is operating in compliance with the group's FLHSS&E Safe and Sound requirements and regulations.
• Execute excellent computer skills via technical system such as computer systems including Microsoft Word, PowerPoint, Excel, Outlook, Teams, SharePoint, MYMO, Central, Building Link, FLHSS Systems, but not limited to other systems.
• Assist in implementing and creating measures and procedures to enforce the codes of conduct creating a safe work environment with the Facilities Manager and Director of Residences.
• Assist in creating and implementing SOP, BCM and BCP policies and procedures to be enforced.
• Coordinate the operation of the Security contractors and services. 
• Ensure CCTV/work-related security and surveillance systems are managed and operational.
• Coordinate and participate in conducting training and simulations of safety topics as per MOHG Standards.
• Assist in accident and incident investigation and report preparation.
• Ensure the Residences comply with State and Governmental laws relating to safety and security.
• Assist in preparing budgets for the property.
• To conduct and attend training and meetings as and when required.
• Delivery of excellent written and verbal communications via email, phone (talk & text), and two-way radio.
• To be courteous, professional, and service-oriented when dealing with Residents and Colleagues.
• To respond to any changes in the Residences as dictated by the needs of the industry or company. 
• To be flexible and extend job duties to carry out any other reasonable duties and responsibilities within my capability, as assigned, including redeployment to alternative departments/areas if required, to meet business demands and resident service needs. 
• Proactive influencer and future-focused leader who can drive the business and bring to life the vision of the Mandarin Oriental.
• To undertake other duties and responsibilities which, while outside the normal routine, are within the overall scope of my job. 
• This position must possess and maintain a current, valid California Driver License.
• Park and retrieve cars safely.
• Retrieve cars for residents in a timely manner.

Requirements – Experience, Skills, Education and Qualifications

• Work authorization in the United States required.
• Experience working or managing a luxury Residential/Condominium operation with a concentration on mixed use properties.
• Preferred college degree with additional or continuing studies within the Real Estate and Property Management fields, hotel management experience, building opening expertise a plus. 
• Strong mathematical, analytical, a business acumen skill
• Able to communicate in written and spoken English.
• Excellent overall communication skills.
• Excellent computer skills.
• Able to multi-task.
• Able to work well in a team environment.
• Able to stand for extended periods of time.
• Must be professional and possess excellent presentation, communication, organization, and effective time-management skills.
• Must have excellent grooming standards in coordination to Mandarin Orientals grooming policy.
• Flexible schedules and hours, (including mornings, mid shifts, evenings, and overnights) willingness to work on weekends & holidays is required.

Desirable

• Multi-lingual is preferred

Success Profile for this role

1. Customer focused the colleague is genuinely pleasant, positive, and helpful to both resident and colleagues, always striving to anticipate resident needs and exceed their expectations, as follows:

• Demonstrates confident, helpful, and genuine behaviour with internal and external customers
• Anticipates resident and their guest needs and is sensitive to people from all cultures
• Conscientious and always attentive to detail
• Goes the extra mile and strives to exceed resident expectations
• Has a natural, warm smile and a friendly and passionate approach
• Serves guests with a sense modesty and humility – gets things done quietly without unnecessary fuss.

2. Team player the colleague demonstrates co-operation and trust with colleagues in their own team and across departments and works well as a team player to achieve results, as follows:

• Understands the service-profit chain concept (i.e., happy colleagues ð happy resident ð profit)

• Demonstrates co-operation within the team and with other departments
• Listens carefully and works well with other colleagues
• Uses resources efficiently
• Has a positive influence on others in the team and clearly enjoys working with people
• Demonstrates sensitivity to cultural differences and diversity, as appropriate.

3. Delivers their best The colleague continually strives to do their best, is hard working. efficient and consistently performs well against the MOHG standards, policies, and procedures, as follows:

• Has energy and a sense of urgency for their work
• Delivers on all expected MOHG standards
• Language and communication skills meet the needs of the role
• Open to feedback and self-development

• resourceful, makes things happen and looks for ways to work ‘smarter’ (more efficiently)
• Always look their best and acts appropriately e.g., approaching guests, body language and eye contact.

4. Trustworthy and responsible the colleague is trustworthy, responsible, and accountable. Their standard of performance reflects our MOHG Mission and Guiding Principles and works in a safe manner, as follows:

• Excellent records in attendance and punctuality
• Demonstrates a high level of personal integrity, honesty, and trust
• Always works ethically, aligned with MOHG’s Guiding Principles

• Manages own responsibilities and accountabilities, delivers what is promised
• Reliable and demonstrates the ability to work without supervision, as required
• Demonstrates knowledge of MOHG Safe & Sound standards and assumes the relevant responsibilities to ensure the safety of self, colleagues, and guests  
• Behaves in accordance with our environmental responsibilities and ensures that resources are used wisely in the areas in which they work.

5. Composed (The colleague can handle pressure and always remains calm. Colleague can solve problems calmly and effectively)

• Able to stay calm under pressure
• Demonstrates maturity and ability to cope with the unexpected
• Never lets personal feelings interfere with delivering the highest standards
• Emotionally stable and mature
• Able to solve everyday problems in a calm manner and with flexibility
• Responds with enthusiasm when under pressure or in challenging circumstances.

6.  A MOHG ‘Fan’/Committed (The colleague represents the Mandarin Oriental brand and is a true “Fan”. Colleague is loyal to MOHG and consistently delivers the Pillars and Department LQE’s)

• Displays an understanding of quality and consistently delivers the Pillars and Department LQE’s
• Encourages guests to return through their daily behaviours and actions
• Committed to their job, as well as the Mandarin Oriental brand
• Represents the brand in a professional manner and displays brand loyalty – a true brand ambassador
• Works in a way that demonstrates and supports the MOHG mission, our vision, and our values
• Displays behaviours that reflect our oriental heritage.

7. Technically competent - specific to each department (The colleague understands the job requirements and displays the technical skills and knowledge required to perform their job well and in line with the department standards)

Guest service delivery

• Demonstrates an ability to interact with resident and handle their questions appropriately
• Luggage, packages, additional resident deliveries and requests

Technical job knowledge

• Demonstrates competence in being well-organised and methodical in procedures to ensure the privacy, security and promptness when handling resident items such as luggage, delivers and packages in accordance with MOHG standards.

FLHS&S standards

• Demonstrates competence to physically and safely carry items using correct lifting techniques to prevent injury or strain.

Mandarin Oriental reserves the right to add, delete, change, or modify the job, duties, and responsibilities described in this Job Description, at the company’s discretion, at any time with appropriate notice.