THE RESIDENCES

Mandarin Oriental has experienced exponential growth in the development of The Residences at Mandarin Oriental, in combination with hotels, to form complex mixed-use and stand-alone projects.  Integral to the growth of the Mandarin Oriental footprint, Residences are a new paradigm, and as such 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.  

STRATEGIC INTENT

The mission of this position is for the incumbent to assume full responsibility for all aspects of residential services, concierge operations, and the lifestyle experience of our residents during both the pre-opening and post-opening phases.

The ideal candidate will be proactive, creative, and resident-centric, with a strong focus on excellence and operational efficiency. They must consistently keep the residents’ perspective in mind when delivering services and products and always represent the brand with professionalism and integrity. This role also serves as a key development opportunity for operations-focused professionals aspiring to advance into positions within Group Residences or Hotel operations across MOHG projects.

The incumbent is expected to demonstrate tenacity, creativity, flexibility, and unwavering commitment to ensure a successful residential launch, strategic positioning, and continued operation — all delivered on budget and on time.     

SCOPE OF POSITION / SUMMARY

The Lifestyle Attendant is responsible for the organisation, coordination, monitoring and maintaining of their shift to ensure a smooth and efficient operation of all the exclusive Amenities including the Fitness Center, Spa facilities, the indoor and outdoor pool, the meeting room, the lounge areas, the library, the Golf Simulator and wet-areas of the residences and any other health / outdoor activities provided.       

Also, the Lifestyle Agent is responsible for assisting and supporting Residential Concierge and Residential Porter with their full scope of duties duties.

ORGANIZATION STRUCTURE

The Lifestyle Attendant reports to Lead Concierge and subsequently to the Director of Residences.

DUTIES AND SUPPORTING RESPONSIBILITIES

The Lifestyle Agent responsibilities:

• Effectively coordinates the usage of the Lifestyle area and Community activities.
• Review the cleanliness of the exclusive Amenities during the shift and maintain it in accordance with MOHG Standards (i.e. set up of treatment room, maintain the stock of towels, water, etc… at the fitness centre and changing rooms, disinfection of fitness equipment, etc…)
• Proactively greet, interact, and assist residence owners in a professional manner.
• Identify and report defects throughout the residential area; notify the Residences Management team immediately of hazards, injuries, equipment or processes that negatively affect the operations.
• Report all requests and complaints to the Residences Management team to ensure issues are resolved immediately and followed up to ensure the resident’s satisfaction.

• To aid therapists and private practitioners in setting up for treatments as well as clearing away after.
• To ensure that lockers are stocked with clean linen at all times and removing soiled items.
• To ensure fitness center is always clean and with sufficient stock of towels, drinks, etc…
• Make sure all equipment at fitness center is disinfected after every use.
• To attend to residents in all areas, ensuring that they are comfortable as well as offering refreshments.

• Be knowledgeable with AV equipment and be able to set up equipment on demand.
• Maintain complete knowledge and comply with all residential and Management Company departmental policies and procedures.
• Maintain correct records for FLHSS audit.

• Maintain strict confidentiality relative to Residents and Residences business.

• Practice teamwork, create a positive work environment, greet fellow employees and thank them when they lend assistance.
• Proactively seek to provide refined luxury service ensuring resident satisfaction.
• Ability to focus attention on resident needs, remaining calm and courteous.
• Assist Residential Concierge in any duty deemed appropriate by the Concierge such as the delivery / pick up / purchase of desk services, for those services that need to be performed away from the desk such as deliveries of food, laundry, etc…
• Anticipate residents’ needs, respond promptly and acknowledge all residents, however busy and whatever time of day.
• Accommodate all Residents requests expediently and courteously. Follow up with designated Residential or Management Company personnel to ensure completion of request.
• Protect and utilise Management Company assets in a responsible and professional manner.
• Participate in the property’s sustainability initiative through energy conservation and the use of recycling programs and materials.

• Always show a professional attitude, particularly with regard to punctuality, appearance and general manner.
• Provide food and beverage service upon resident request, ensuring a seamless and personalized experience.
• To carry out any other reasonable requests as directed by your manager.

REQUIREMENTS ON CORE COMPETENCIES

The Lifestyle Agent requires the following personal attributes:

1. Delighting our Customers
2. Delighting our Colleagues

• Communicates a compelling vision
• Inspires co-operation and commitment
• Adapts work style and ethics appropriately
• Actively listens and builds on other ideas
• Effectively understands and uses resources
• Is culturally sensitive
• Good written and verbal skills

1. Becoming the Best

• Achievement orientated
• Makes things happen
• Has presence
• Has positive impact and influence
• Generates, innovative options
• Adapts plans to suit change
• Seeks continuous improvement opportunities

1. Working together

• Has energy and drive
• A sense of urgency
• Motivating individual
• Communicates clearly
• Open to feedback and learning

• Operates ethically
• High level of personal integrity

1. Acting with Responsibility

• Can identify core issues and problems
• Emotionally stable and mature
• Accepts feedback
• Coaches others
• Manages responsibilities

Requirements – Experience, Skills, Education and Qualifications

• Have a minimum of one year’s experience in similar position, preferably in a luxury environment.
• Excellent communication skills in all aspects.
• To be passionate about delivering the very best recreation, fitness and leisure experience for your residents.

• Approachable, confident, composed, and is able to work well in a team environment.
• Flexible work hours to meet the demands of the operation.
• Good verbal skills in Spanish and English.