DIRECTOR OF RESIDENCES

Mandarin Oriental Residences, Beverly Hills is looking for a Director of Residences to join our team.

Are you a master of craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional. 

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, with a strong development pipeline. Increasingly recognised for creating some of the world’s most sought-after properties, the Group provides legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences.

Mandarin Oriental Residences, Beverly Hills represents the pinnacle of luxury living, combining the refinement of a private residences with the renowned service standards of the Mandarin Oriental brand. Designed for discerning owners who expect discretion, personalization, and impeccable service, the Residences provide a seamless lifestyle experience in one of the world's most exclusive locations.

About the job

Based at the Mandarin Oriental Residences, Beverly Hills in Los Angeles, The Director of Residences is primarily responsible for, but not limited to, the overall leadership, operational excellence, and owner experience of the Residences. The role ensures the delivery of Mandarin Oriental's legendary service standards while protecting the physical asset, cultivating strong owner relationships, and fostering a culture of service excellence and accountability. 

As Director of Residences, you will responsible for the following duties:

Residences Management

• Ensure that all required reports and data are submitted on time to the relevant corporate and Association
• Ensure total compliance with standards of operation and service standards at all times throughout division
• Perform regular inspections and reviews of all operations on a daily basis to ensure that all quality standards are being maintained
• Ensure that staffing is maintained at an appropriate level to match business demand.
• Participate in all regular and ad hoc operational meetings as required
• Review all owner comments and complaints and corrective action taken and formulate solutions to prevent dissatisfaction reoccurring

• Primary liaison between Residence Board of Directors and MOHG
• Primary liaison between Residence owners and MOHG
• Development of all direct reports through coaching
• Manage projects and any other reasonable duties as required by management
• Fulfill all MOHG obligations as contained within the Residences Management Agreement, while minimizing risk and exposure
• Develop and oversee all aspects of resident services
• Coordinating architectural reviews for renovations and alterations, ensuring compliance with all local building codes

• Administrative matters such as holding annual board meetings and annual residence owner meetings, support documentation and other matters related to unit owner transfers of ownership, manage official correspondence, maintenance of corporate records and procurement of fidelity bonds or similar insurance requirements
• Develop and enhance all resident services and programs
• Ensure resident satisfaction

Owner & Resident Relations

• Serve as the principal point of contact for owners and residents, fostering strong, trusted relationships
• Proactively address concerns, complaints, and service recovery with discretion and professionalism
• Liaise with the Owners’ Association / Board and attend meetings as required
• Communicate operational updates, policies, and service initiatives effectively

Operations & Service Excellence

As Director of Residences, we expect from you: 

• BA or BS degree in Hospitality Management, Business Administration, or related field preferred
• 8-10 years of leadership experience in luxury residential, hospitality, or mixed-use developments
• Prior experience as a Director of Residences, General Manager, or comparable role preferred
• Demonstrated success working with high-net-worth individuals and ownership groups
• In jurisdictions where MOHG is required to be licensed in order to perform our obligations under the Property Management Agreement the incumbent would work to obtain such a license
• Experience with branded residences and HOA governance strongly preferred
• Exceptional communication (verbal and nonverbal), diplomacy, and problem‑solving skills
• Strong financial acumen, including budgeting and operational analytics
• Professional and appropriate business appearance and presentation
• Ability to sit or stand for up to 8-12 hours a day
• Quality driven with a passion for excellence
• Must possess excellent organizational and administrative skills, interpersonal skills and leadership skills
• Approachable, open-minded and fair
• Flexible work hours to meet the demands of a 24 hour operation

Our commitment to you

• Learning & Development. Your success is our success. We craft unique learning and development programs for various stages in your career so that you grow, continuously.
• MOstay. When you work as hard as our colleagues do, it’s important to take time off. As a member of the #MOfamily, you can stay with us wherever you go in the world. The MOstay program offers complimentary nights and additionally attractive rates on rooms for you and your loved ones.
• Heath & Colleague Wellness. Finding the right work-life balance is important. Your wellbeing matters to us. A variety of health benefits and wellness programs are offered to all our colleagues, globally.
• Retirement Plans. When you show commitment to us, we reciprocate. We offer different retirement plans depending on the length of your service and your role.

Pay and Benefits:

•  Salary: $160,000-$180,000 per year + Bonus
• A competitive benefits package, including health, dental and vision, 401(K), etc

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