RRLDK - Residence Manager

This position plays a key role in maintaining clear and timely communication with homeowners, the Board of Directors, Rosewood corporate leadership, and external partners. With a strong focus on execution, organization, and responsiveness, the Residence Manager contributes to delivering a seamless and high-quality residential experience. The Residence Manager will support the GM and a team of approximately 42 associates dedicated to delivering a highly personalized, elevated residential lifestyle experience. Fundamental Duties * Coordination and execution of hiring, onboarding, training, and systems implementation for associates. * Execute procurement for all operating equipment, systems, and supplies, ensuring alignment with brand standards, operational needs, and approved budgets. * Manage and process payroll in a timely and accurate manner. * Serve as the primary day-to-day support for the front desk team, housekeeping, valet, and porters. * Manage and oversee six guest rooms, ensuring readiness and compliance with brand standards. * Engage proactively with homeowners to assess satisfaction, gather insights, and identify opportunities to enhance service delivery and community experience. * Coordinate and follow up on homeowner requests to ensure prompt and effective resolution. * Continuously evaluate operational team performance, providing coaching, guidance, and corrective action as required to uphold service standards. * Conduct regular operational walkthroughs with F&B, Engineering, Housekeeping and back of the house to ensure impeccable maintenance standards and effective preventative maintenance programs. * Assist in planning and executing community events to ensure a seamless and engaging resident experience. * Ensure that all operating processes and systems are in place to maintain consistency, accountability, and long-term operational excellence. * Support General Manager on primary operational matters related to Human Resources, Accounting, Housekeeping, Maintenance, and shared services. * Work closely with third-party vendors supporting HOA administration, compliance, billing, and financial reporting, ensuring accuracy, transparency, and adherence to governing documents. * Ensure the proper collection of assessments and dues by assisting with process oversight, monitoring payment trends, and coordinating with the finance team and external partners as needed. * Assist in identifying and addressing building, service, and operational issues, monitoring matters and appropriate solutions to support continuous improvement and asset protection. * Help implement and maintain established standards related to life safety, security, privacy, and the protection of owner identity. * Maintain accurate and confidential records of owners and community information, including owner profiles, parking and storage assignments, assessments, and resident communications. * Ensure adherence to all applicable policies, procedures, governing documents, and brand standards, escalating compliance concerns when necessary. Key Responsibilities Operational Support & Leadership Execution * Support the General Manager in overseeing daily residential operations and ensuring the smooth execution of all on-site functions. * Reinforce Rosewood's culture, values, and service philosophy across residential team through consistent day-to-day execution. * Lead and coordinate residential projects and initiatives from planning through completion, ensuring alignment with service standards * Support the adaptation and implementation of operational practices specific to standalone residential communities. Financial & Administrative Support * Assist in monitoring operating budgets, HOA financials, forecasts, and variance reporting. * Support the preparation of monthly financial summaries and reports for review by the General Manager and corporate leadership. * Assist with tracking capital projects, reserve planning inputs, and refurbishment initiatives. * Coordinate with vendors and support procurement and contract administration processes, ensuring cost efficiency and service quality. Governance & Board Support * Serve as a key support resource to the General Manager with Board of Directors communications and reporting. * Assist in preparing board materials, presentations, and operational updates. * Support compliance with governing documents, policies, and management agreements. * Help facilitate consistent application of community rules, architectural guidelines, and resident standards, escalating issues as appropriate. * Maintain professional communication with homeowners regarding community standards, entitlements, and procedures. Residential Operations & Service Delivery * Support oversight of different areas to ensure service delivery aligns with brand standards. * Conduct regular property walkthroughs and assist in monitoring maintenance, cleanliness, and overall condition of residences and guest rooms. * Coordinate with internal teams and corporate partners on operational initiatives and continuous improvement efforts. * Promote a consistent, high-touch residential experience focused on responsiveness and attention to detail. Talent & Culture Support * Support the General Manager and department leaders with recruitment, onboarding, training, and performance tracking. * Help reinforce a positive and service-driven culture aligned with Rosewood values. * Assist in coordinating training initiatives and ongoing team development. * Support compliance with HR policies, labor regulations, and company standards. Risk, Safety & Incident Support * Serve as a support contact for incident reporting and emergency response coordination. * Assist in maintaining emergency preparedness plans and ensuring team awareness of procedures. * Support compliance with safety, security, and privacy standards across the property. * Escalate critical issues promptly to the General Manager and appropriate partners. Community & Brand Support * Support the General Manager in acting as a representative of the Rosewood brand within the residential community. * Assist in coordinating resident engagement activities and lifestyle programming. * Maintain professional relationships with homeowners and support day-to-day communication. * Support coordination with corporate teams on resident programs and brand initiatives. Critical Skills & Qualifications Personal Attributes * Strong interpersonal skills with the ability to engage respectfully and professionally with high-net-worth residents. * High emotional intelligence and the ability to respond calmly and thoughtfully in daily interactions. * Excellent written and verbal communication skills. * Strong organizational skills with attention to detail and follow-through. * Ability to maintain confidentiality and professionalism at all times. * Service-oriented mindset with a focus on responsiveness and execution. * Collaborative approach, supporting leadership as a reliable operational partner. Required Competencies * Proven executive leadership with strong strategic, financial, and operational acumen. * Stakeholder management skills across owners, boards, and corporate leadership. * Strong financial literacy, including HOA and capital planning experience. * Crisis leadership capability and sound decision-making. Education & Experience * Bachelor's degree in Business Administration, Hospitality, Property Management, or related field; equivalent experience considered. * Minimum of three (3) years of experience in luxury hospitality, branded residences, private clubs, or high-end residential operations. * Prior experience working with homeowner associations and boards of directors. * Pre-opening and Food & Beverage oversight experience preferred. * Fluency in English required; Spanish preferred. * CAM license preferred.