DIRECTOR OF RESIDENCES- 685 FIFTH AVENUE- New York City 

Mandarin Oriental Residences, Fifth Avenue 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 Fifth Avenue- Located on Manhattan’s most iconic stretch, Mandarin Oriental Residences, Fifth Avenue is surrounded by renowned luxury shopping, fine dining, and cultural landmarks with Central Park a short stroll away. Each fully furnished pied-à-terre is appointed with rich architectural details and modern finishes – offering incomparable turn-key service and uncompromising style. 

About the job

Based at the Mandarin Oriental Residences Fifth Avenue Department in New York City, The Director of Residences is primarily responsible for, but not limited to, the overall Residences operations and management of all pre and post-opening operations activities, including the continual enhancement and improvement of operations

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
• Coordinating functional support from hotel staff, including food & beverage, catering, spa, housekeeping and engineering to deliver superior basic and a la carte services

• Primary liaison between Residence Board of Directors and the hotel management, and MOHG
• Primary liaison between Residence owners and the hotel management, and MOHG
• Development of all direct reports through coaching
• Manage projects and any other reasonable duties as required by management
• Fulfil 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

People & Culture

• Human resource strategy for recruitment and selection of Residence employees
• Career development programs for Residence employees
• Appropriate compensation and benefit packages for Residence employees
• Residence labor cost management

Finance

• Financial matters such as collection of assessments, managing accounts, making payments, securing insurance, budget preparation and financial reporting on behalf of the board
• Creation and management of adequate document control for all policies, procedures, and transactions in the operation of the Residences
• Establish and manage the annual Reserve plan/budget
• The establishment of the annual operating budget, ensuring adequate controls and overall financial performance
• The billing and collection of monthly maintenance fees and any other fees due from unit owners
• The maintenance of contract files and the negotiation and coordination with external vendors and Residence service providers
• Ensuring all support areas understand the financial aspects of the Budget and complex allocation methodology
• Ongoing reviews with Board of Directors and Accounting departments
• Manage and coordinate all leases, sales and refinance, documentation requirements and packages

Engineering

• Physical plant matters such as routine maintenance and care for residence Common Areas, managing deferred maintenance plans (reserves) and enforce compliance with applicable rules and regulations and standards
• Formulation and implementation of common area maintenance plans
• Oversee the strategic direction of general projects related to the enhancement of the residences common space and assets. The project management covers the areas of planning, administration, implementation and evaluation of financial results of project

Communications

• Monitor compliance with the Residence Identification (brand license) Agreement and monitor Residence owner and local real estate agent usage of MOHG marks
• Coordinate all Residence owner events, including holiday events and events around the annual Residence board and owner meetings

Information Technology

• Facilitate effective and efficient communication between the Residence owners, and the hotel and third party service providers
• Allow Residence owners to have seamless connectivity to telephony, television and audio service providers

As Director of Residences, we expect from you: 

• BA or BS degree or equivalent educational experience
• 5 years of relevant experience in luxury community management or luxury hotel management during which the candidate has demonstrated success and advancement
•  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
• Excellent communication skills in all aspects: verbal, written and non-verbal
• 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 organisational 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
• Prior hotel or residential opening experience would be an advantage.

Our commitment to you

• Learning & Development. Your success is our success. We craft unique learning and development programmes 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 programme 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 programmes 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: $145,000-$155,000 per year + Bonus
• A competitive benefits package, including health, dental and vision, 401(K), etc. 

It is Company policy to comply with the Americans with Disabilities Act, including by providing reasonable accommodations that do not constitute an undue hardship on the Company. Colleagues or candidates should direct requests for accommodation to the Director of People and Culture.

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