Mandarin Oriental Residences, Tel Aviv is looking for a Director to join the 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 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.

Featuring an unrivalled waterfront location on the Mediterranean Sea, The Residences at Mandarin Oriental, Tel Aviv will emerge as the city’s first luxury hospitality branded residences. Introducing a new level of luxury living and personalised service to the city, the 230 Residences developed by Seagate Real Estate Ltd. will provide homeowners access to world-class amenities in addition to all the hotel’s offerings.

About the job

Based at the Mandarin Oriental, Tel Aviv, the Director 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. 

This position will be responsible to ensure compliance with, and completion of, all MOHG’s obligations relative to the applicable Residences Management Agreement, including management services reasonably required for the administration of the Condominium, its operation, and perhaps other legal entities, as well being the point person for managing all aspects of the Residences Association in accordance with local regulations.

This position will interface with Residence owners, Mandarin Oriental, Tel Aviv support team on residential matters, including directly supervising all dedicated Residences staff, managing relationships with unit owners and ensuring the provision of superior service levels for all amenities and services offered.  They may also work directly with MOHG functional specialists, including legal, finance, and operations, providing contract, budget and pre-opening expertise as it relates to their specific project.   

Success will be defined through effective and efficient execution of all obligations, efficient coordination of resources within MOHG and the local property, timely and accurate supporting analyses, and superior service as measured by independent assessments of Residence owner satisfaction driven by core legendary quality experiences (LQE’s).

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

Pre Opening:

• Develop and implement strategy related to the Residences
• Formulate and implement policies, procedures and pricing for delivery of services to the residence owners
• Create comprehensive list of services and amenities available to unit owners – ensuring complete alignment with hotel service departments
• Be the primary liaison between Residence Board of Directors, hotel management, and MOHG
• Act as primary liaison between Residence owners, hotel management, and MOHG
• Manage projects and any other reasonable duties as required by hotel management
• Have a complete and thorough understanding of project condominium Scheme documents, including as an any other relevant documents including Property Management Agreement, 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
• Hire, train and manage all dedicated Residences colleagues
• People & Culture strategy for recruitment and selection of Residence colleagues
• Ensure competitive and equitable salary and benefits structure of the team
• Development of all direct reports/residences colleagues through mentorship, coaching facilitate learning opportunities that support colleagues ‘growth
• Establish the pre-opening budget covering residences, including Manning budget planning, service contracts and other expenses as may be required
• Create a platform for communicating key property information to Residence Owners and Board of Directors

Post opening:

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
• Coordinate seamless functional support of hotel staff, including food & beverage, catering, spa, housekeeping and engineering to deliver superior basic and a la carte services
• Act as primary liaison between Residence Board of Directors and the hotel management, and MOHG; primary liaison between Residence owners and the hotel management, and MOHG
• Develop all direct reports through coaching, mentoring and training
• 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 other aspects of resident services as necessary
• Coordinate architectural reviews for renovations and alterations, ensuring compliance with all local building codes
• Manage 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

• Implement People strategy along with recruitment and selection of Residence employees
• Initiate and support career development programs for Residence colleagues, promote a culture of continuous learning and development
• Ensure adequate remuneration for Residence colleagues
• Optimize residence labor cost

Finance

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

Engineering

• Carry out routine maintenance and care for residence Common Areas, managing deferred maintenance plans (reserves) and enforce compliance with applicable rules and regulations and standards
• Formulate and implement all 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

• Promote effective and efficient communication between the Residence owners, hotel departments and the hotel and third party service providers
•  Ensure Residence owners have seamless connectivity to telephony, television and audio service providers
• Secure the adequate IT resources for the team

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 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 abilities, great interpersonal skills and demonstrated leadership qualities
• Collaborative, able to work within company’s values, humble and respectful, able to inspire others
• Able to work flexible hours to meet the demands of a 24 hour operation
• Driven, enthusiastic, passionate, people oriented
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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.

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