Director of Residence

ROLE SUMMARY

As Director of Residences at Novotel Residences, you will lead and oversee the complete homeowner and resident experience, from pre-move-in preparations through day-to-day residential living. This pivotal role requires a proactive, professional, and guest-focused approach to ensure that residents consistently receive a high standard of hospitality and residential service in line with Novotel standards.

The role is responsible for creating a well-managed, comfortable, and welcoming residential environment, building strong relationships with homeowners and residents, and ensuring the highest standards of operational efficiency, service quality, and community experience.

What you will be doing:

• Strategically lead and manage the complete Resident Journey across all stages, from pre-move-in through ongoing residency.

• Establish, implement, and maintain high standards of residential service through comprehensive operational procedures, policies, and training programs.

• Continuously evaluate and improve service delivery to ensure consistency, efficiency, and resident satisfaction.

• Build and maintain strong, professional, and lasting relationships with homeowners and residents, acting as the primary point of contact for residential needs, inquiries, and service-related matters.

• Direct and oversee all aspects of residential operations, including:

• Maintenance and Engineering

• Security and Access Control

• Concierge Services

• Housekeeping Standards

• Residential Amenities

• Common Areas and Facilities

• Manage vendor and service provider contracts and monitor their performance to ensure quality, compliance, and value for money.

• Support recruitment, onboarding, training, performance management, and development of residential employees.

• Conduct regular inspections of residential units, common areas, amenities, and facilities to ensure that the property is maintained to the highest operational and presentation standards.

• Foster strong collaboration with hotel departmental managers to ensure seamless coordination between the residential operation and hotel services, including:

• Property & Engineering

• Food & Beverage

• Housekeeping

• Security

• Front Office and Guest Services

• Spa and other available hotel facilities

• Community Relations and Communications

• Manage the financial performance of the residential operation and maintain effective budgetary control.

• Assist in the preparation, monitoring, and administration of annual operating budgets and capital expenditure plans for the residential operation.

• Monitor operational expenses, identify cost-saving opportunities, and ensure the optimal allocation of resources without compromising service quality.

• Prepare and analyze operational and financial reports and provide management with accurate, timely, and actionable information.

• Identify opportunities to improve operational efficiency, resident satisfaction, and the overall financial performance of the residences.

• Recruit, lead, develop, mentor, and motivate a high-performing residential team.

• Foster a culture of professionalism, hospitality, accountability, teamwork, and continuous improvement.

• Ensure that all residential operations comply with company policies, applicable local regulations, health and safety requirements, and property standards.

• Coordinate effectively with homeowners and relevant stakeholders to ensure transparent communication and proper handling of residential matters.

• Support the implementation and enforcement of residential rules, policies, procedures, and community guidelines.

• Organize and attend homeowners' or residents' meetings as required and ensure that concerns, requests, and decisions are properly documented and followed up.

• Prepare meeting agendas, management reports, and presentations related to residential operations when required.

• Maintain accurate records of meetings, resident communications, operational matters, and follow-up actions.

• Coordinate with relevant internal and external stakeholders regarding resident requests, property matters, maintenance issues, and community initiatives.

• Support initiatives aimed at enhancing resident satisfaction, community experience, property condition, and the overall value of the residential property.

• Ensure that all resident complaints and service recovery cases are handled professionally, promptly, and effectively.

• Develop and maintain an effective communication framework with residents to ensure timely updates regarding maintenance, facilities, services, operational matters, and community activities.

• Continuously seek opportunities to enhance the overall residential experience while maintaining operational efficiency and financial sustainability.

QUALIFICATIONS & EXPERIENCE

• Minimum 7+ years of progressive experience in hospitality, residential, property, or related service management, with at least 3 years in a managerial, senior management, or director-level position.

• Proven experience in residential operations, property management, hospitality, or mixed-use property management, preferably within a high-end hotel or residential environment.

• Demonstrated ability to lead and manage residential operations across multiple functions, including Housekeeping, Maintenance & Engineering, Security, Concierge, and Resident Services.

• Strong track record of leading high-performing teams, developing talent, and creating a culture of accountability, professionalism, and service excellence.

• Exceptional customer service and relationship-management skills, with a demonstrated ability to handle homeowner and resident relations, complaints, service recovery, and complex requests professionally and effectively.

• Strong knowledge of residential operations, property standards, preventive maintenance, facilities management, and community services.

• Experience managing vendors, contractors, service agreements, and outsourced operations, including performance monitoring and contract compliance.

• Strong financial acumen with proven experience in budget preparation, cost control, forecasting, expense management, and financial reporting.

• Experience in managing annual operating budgets, capital expenditure, and reserve/capital planning is highly preferred.

• Advanced proficiency in property management systems, hotel systems, Microsoft Office, reporting tools, and other hospitality technology platforms.

• Excellent communication, interpersonal, negotiation, and presentation skills, with the ability to communicate effectively with homeowners, residents, hotel management, employees, vendors, and external stakeholders.

• Strong strategic thinking, decision-making, problem-solving, and crisis-management skills, with a proactive and action-oriented approach.

• Strong understanding of hospitality service standards, residential service expectations, and operational best practices.

• Ability to work collaboratively with hotel departments to ensure seamless integration between hotel and residential operations.

• Knowledge of Saudi Arabian hospitality regulations, employment requirements, health and safety standards, and relevant residential/property compliance requirements is preferred.

• Preferred: Familiarity with the Middle Eastern hospitality and residential market, including cultural awareness and local customer expectations.

• Preferred: Experience managing residential communities, branded residences, serviced apartments, or mixed-use developments.

• Preferred: Experience working with Homeowners Associations (HOA), property owners, boards, or community management structures.

• Preferred: Relevant hospitality, property management, facilities management, or residential management certifications/professional designations.

• Fluency in English is required; Arabic language skills are highly preferred.