director of private villas | one&only aethesis, athens (6820)

The Director of Residences & Rental will have a background hospitality and property management. The role will have  administrative and operational oversight of the One&Only Private Homes component of the Resort.  This role will report to the Property’s General Manager and have overarching accountability for the delivery of brand experience, property management, HOA administration & governance, lifestyle, health & safety, administration, facility management, housekeeping, legal compliance and delivery of all elements of the Rental Program. 
The Director of Residence will develop and implement property specific management strategies for the Private Homes in partnership with the General Manager, Private Homes Global Office and other department heads in in line with the ‘Ultra Luxury’ standards offered within the adjacent and integrated resort setting.

Key Duties and Responsibilities

Property Management 

• Provide and oversee the delivery of brand standard front of house operations within the Private Homes component, consistently achieving high owner and rental guest engagement results in annual surveys. 

• Maintain harmony and peaceful use and enjoyment of the property and its common facilities amongst all Private Homes occupants, the hotel and other components, by anticipating issues ahead of time and establishing appropriate management solutions accordingly. 

• Manage day-to-day operations of the Residential Home Owners Association (or equivalent) ensuring adherence to local legislation and One&Only policies and procedures, within the framework of management structure agreed upon. 

• Coordinate and facilitate HOA quarterly meetings (or as legislated) and annual general meeting in compliance with local legislation and best practice governance procedures. 

• Undertake regular property walkthroughs with Engineering, Housekeeping and Security to ensure public space and back of the house areas are appropriately maintained and preventative maintenance processes are in place and being adhered to. 

• Prepare and distribute monthly management reports to respective stakeholders including: General Manager, Kerzner Global Office – Private Homes, members of HOA board and Private Home Owners detailing an overview of the month's activities for the applicable property. 

• Train, lead by example and establish a culture of continuous improvement amongst the One&Only Private Homes team, delivering and constantly reinforcing high levels of quality service inline with brand standards.

• Oversee and be accountable for all owner/occupant communication including outbound emails, notices, invoicing and newsletters ensuring conformity with brand standards. 

• Update and maintain database of Private Home owners and guests in One&Only property management and customer relationship management systems. 

• Maintain detailed register of statutory compliance activities for the benefit of the ownership and the property insurance policy. 

• Liaise with Engineering, Risk, Finance and other departments in the management of any insurance claims applicable to the Residence component. 

• Work with Director of Engineering and Director of Finance to plan, implement and administer a five-year capital replacement plan. 

Finance and Insurance Management

• Prepare annual operating budgets with the assistance from Director of Engineering and Director of Finance and ensure budgets are effectively uploaded into property’s financial management system. 

• Ensure compliance with One&Only financial reporting requirements and assist in the annual financial auditing requirements in line with region specific HOA legislation. 

• Undertake regular reviews of property expenditure against budget to ensure financial performance of the Residential component in line with budgets throughout year. 

• Identify and implement cost saving initiatives within the property without compromising on brand standard service levels. 

Rental Program Management

• Manages day-to-day operations of Rental Program, ensuring the quality, standards and meeting the expectations of guests on a daily basis.

• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.

• Intervenes in any guest/employee situation as needed to insure the integrity of the property is maintained, guest satisfaction is achieved, and employee wellbeing is preserved.

• Interacts with Rental Program guests on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.

• Ensures Financial Reconciliation of guests stays and Homeowner revenue sharing. 

• Undertakes property quality inspections and makes appropriate recommendation for capital upgrades to the Private Homes FF&E packages accordingly.

Skills, Experience & Educational Requirements

• Recognised bachelor’s degree in Business Administration/Building Surveying/Hospitality/Property Management 

• 3-5 years working in high end or luxury mixed use JOP/HOA/Strata developments. 

• Applicable property management of HOA management qualification (or be prepared  

• Experience in luxury, or boutique hotel guest services department (preferred)

• Understanding of Local Real Estate Legislation 

• Must be fluent in verbal and written English 

• Strong leadership skills and interpersonal communication skills.

• Excellent computer literacy required. Microsoft Office proficiency (incl Excel)