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Assistant Manager, Residences

Boston, MA, United States, Massachusetts, United States

Assistant Manager, Residences

  • Boston, MA, United States
  • Full time
  • Closing at: May 31 2022 at 23:55 EDT

The Group

Mandarin Oriental Hotel Group is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world.  Increasingly recognized for creating some of the world’s most sought-after properties, the Group provides 21st century luxury with oriental charm. Above all, Mandarin Oriental is renowned for creating unique hotels through distinctive design and a strong sense of place, luxury hotels right for their time and place. The Group regularly receives international recognition and awards for quality management and legendary service hospitality. 

Our Hotel

This position is located at Mandarin Oriental Boston. Holding both the AAA Five Diamond and the Forbes Five-Star awards, Mandarin Oriental, Boston enjoys a coveted location in beautiful Back Bay. With a sophisticated yet relaxed atmosphere, the hotel offers the perfect blend of luxury and style.


Position Title:            Assistant Manager, Residences

Reports To:                Director of Residences

Supervises                  Residential Colleagues

Location:                    The Residences at Mandarin Oriental, Boston


Mandarin Oriental has experienced exponential growth in the development of The Residences at Mandarin Oriental, in combination with hotels, to form complex mixed-use projects.  Integral to the growth of the Mandarin Oriental footprint, Residences require focused operational expertise.  In addition to the goal of delivering superior experiences and services to Residences owners, Mandarin Oriental is focused not only on the management of the Residences common areas to the very high standards our guests have become accustomed, but to continually improving our relationship with Residence owners over the long term.


It is the mission and intent of this position that the incumbent will take responsibility for all aspects of the residential operations at the direction of the Manager of Residential Operations. He or she must be proactive, creative and results-driven.  The position will also provide key mixed-use expertise and Operations experience to incumbents who wish to advance to Manager of Residential Operations positions within MOHG mixed-use projects.


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

Success will be defined through feedback from Residents, the Director, colleagues, and superior service as measured by ongoing assessments of and by the Director.


The Assistant Manager, Residences will report directly to the Director of Residences.  The various Concierges, Porters, Doorpersons, and Housekeeping colleagues employed in the Residences report to the Assistant Manager for day-to-day supervision and support.


Support the Director of Residences in the following ways:

  • 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, among others, all as applicable for the jurisdiction.
  • Broad operational responsibility for the upkeep and maintenance of Common Areas.
  • Training, supervision, reviews and day-to-day management of all dedicated Residences staff.
  • Coordination of the distribution of services and amenities to residents, such as concierge services, unit housekeeping, engineering services.
  • Supporting the various Residential departments in delivery of their respective services as necessary, including desk coverage when needed and other kinds of assistance.
  • Tracking inventory and ordering and maintaining supplies, including equipment, office supplies, housekeeping supplies and desk supplies.
  • Originating all purchase orders.
  • Maintaining files and records pertaining to all residences.
  • Creating employee work schedules, arranging coverage, and coordinating vacation requests, etc.
  • Coordinating with Chief Engineer and residential Engineers ensuring preventive and corrective maintenance schedules for shared property, equipment and machinery as well as dedicated Residential property, equipment and machinery and common areas.
  • Collecting and submitting billing forms including purchase orders, banquet event orders, residential spending and others. 
  • Administering and maintaining the various software systems in use, including Morse Watchman, Alice 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 activation for all residents and their guests of services, submitting requests for keys, etc..
  • Coordinating with other stakeholders including the Loading Dock and Central Parking as they pertain to Residential Services.
  • Coordinating and supervising all move-ins and move-outs.
  • Responding to all requests, complaints, and questions.
  • Completing weekly and monthly reports to the Manager that include the following summaries:
    • All management reports
    • All Housekeeping services provided.
    • Fitness center usage
    • Resident spending
    • A listing of all residents currently in-house.
    • A summary of all other activities and events throughout the week.
  • Site walkthroughs, supervision and implementation of common area maintenance plans conceived by the Director.
  • Assist Director in the communication of key property and HOA information to Residents.
  • Assist Director in coordinating Resident events, including special events, annual owner meetings, colleague and board meetings.
    • Take attendance and minutes of meetings of Board, annual and colleague meetings as necessary.
    • Prepare draft annual meetings presentations.
  • Assist the Director in fulfilling all MOHG obligations as contained within the Property Management Agreement, while minimizing risk and exposure.
  • Assist in the authorization for building access and open houses.
  • Assist in the coordination of Board and department meetings, documentation and mailings.
  • Assist in the daily accounting practices and policies.
  • Review and coordinate all public space repair & maintenance.
  • Assist Director of Residences in any other miscellaneous tasks as directed.


The Assistant Manager, Residences will require the following core competencies:

  • Responsive and genuine with guests and colleagues
  • Confident with guest interactions
  • Able to effectively communicate in English (written and oral communication)
  • Is culturally sensitive
  • Listens to fellow colleagues
  • Is co-operative and committed to the MOHG Mission
  • Has energy and drive
  • Has a sense of urgency for guest requests
  • Communicates clearly
  • Open to feedback and learning
  • Achievement and goal oriented
  • Is positive
  • Able to communicate alternative and positive solutions to problems
  • Adaptable and suitable to change
  • Seeks continuous improvement opportunities
  • Establishes self-accountability
  • Accepts feedback and coaching


  • Preferred college degree with additional or continuing studies within the Real Estate and Property Management fields, hotel management experience, building opening expertise a plus. 
  • Experience working or managing a luxury Residential / Condominium operation with a concentration on mixed use properties.

Optional: Real Estate Salesperson’s license or Certified Manager of Community

Working with us means…

We are dedicated to delighting our guests and to delighting our colleagues. We are committed to becoming the best and we emphasize working together to achieve this goal. We support acting with responsibility.

Working with us means working harmoniously, respectfully, passionately, and towards personal growth. Working with us means that you will be personally valued. From the initial interview through the comprehensive orientation to the numerous Learning and Development programmes, we are committed to providing a Mandarin Oriental ‘Colleague Journey’ that exceeds colleague expectations.

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Equal Employer Opportunity statement:

Mandarin Oriental Hotel Group provides equal employment opportunities (EEO) to all colleagues and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Mandarin Oriental Hotel Group complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, and transfer, leaves of absence, compensation, and training.

Mandarin Oriental Hotel Group expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Mandarin Oriental Hotel Group’s colleagues to perform their job duties may result in discipline up to and including discharge.

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