Director of Residences at AccorHotel — Los Angeles, CA

ROLE SUMMARY

As Director of Residences at Fairmont Century Plaza, you will lead the homeowner experience, from pre-move-in preparations to ensuring exceptional residential living. This pivotal role demands a proactive, empathetic approach to ensure our homeowners consistently experience the hallmark Fairmont hospitality. You will thoughtfully curate bespoke services, cultivate genuine relationships, and consistently "make special happen" for our residents. This role champions the brand's unwavering commitment to transforming moments into cherished memories, all while upholding the most exacting standards of luxury residential operations.

What you will be doing:

• Strategically lead and meticulously manage the complete Resident Journey across all phases.
• Establish, implement, and rigorously maintain Fairmont's legendary service standards through comprehensive operational procedures, policies, and training initiatives.
• Continuously evaluate and refine service delivery to ensure consistent excellence and anticipate homeowner needs.
• Cultivate and nurture profound, lasting relationships with homeowners, serving as their primary point of contact and trusted advisor for all residential needs, inquiries, and lifestyle enhancement opportunities.
• Direct and oversee all aspects of residential property operations, including: Maintenance Excellence, Security Protocols, Concierge Services, Housekeeping Standards, Amenity Management.
• Manage vendor contracts and monitor service performance.
• Support recruitment, onboarding and staff development initiatives.
• Conduct regular property inspections and ensure the community is maintained to the highest standards.
• Foster strong, collaborative relationships with departmental managers across the hotel to ensure integrated and seamless service delivery in areas such as: Property & Engineering, Hospitality Services (e.g., F&B, Spa access), Community & Communications, Security & Access Control.
• Manage the financial performance and provide meticulous budget oversight for all residential operations.
• Assist in the preparation and administration of the Association’s annual operating and reserve budgets.
• Assist with assessment collections and owner account inquiries as needed.
• Support reserve planning and capital project budgeting.
• Ensure optimal resource allocation, cost control, and revenue generation (where applicable), while upholding service excellence and homeowner satisfaction.
• Prepare and analyze financial reports, making data-driven decisions to enhance efficiency and profitability.
• Recruit, lead, develop, mentor, and inspire a high-performing residential team (referred to as "Heartists").
• Foster a culture of excellence, dedication, and genuine hospitality that embodies Fairmont's values of charismatic, thoughtful, and anticipatory service.
• Coordinate effectively with Homeowners Association (HOA) management, ensuring transparent communication, adherence to association governing documents & policies, and effective governance.
• Actively participate in HOA meetings and initiatives to support community harmony and enhance property value.
• Preparing Board meeting agendas and Director reports, document and record meeting minutes
• Assist with elections, member communications and implementation of Board directives.

Your experience and skills include:

• Education: Bachelor’s degree in hospitality management, Business Administration, Real Estate Management, or a related field. Equivalent extensive professional experience will be considered.
• Experience: Minimum of 7-10 years of progressive senior management experience within ultra-luxury residential properties, high-end hospitality operations (5-star hotels/resorts), or private club management.
• Residential Specific Experience: Direct experience with luxury residential properties, serviced apartments, or high-end private club management.
• Market Knowledge: In-depth knowledge of the local luxury real estate market, competitive landscape, and leading luxury service providers in Los Angeles.
• Project Management: Project management certification (e.g., PMP) or demonstrated experience in leading and delivering complex projects with multiple stakeholders.
• Governance Understanding: Comprehensive understanding of Homeowners Association (HOA) governance, condominium association management, and relevant legal frameworks.
• Multilingual Capabilities: Proficiency in [Spanish, French, Mandarin] to cater to the region's diverse community.
• Financial Acumen: Strong financial literacy with proven experience in budget development, management, forecasting, and P&L responsibility within a luxury operational context.

What is in it for you:

• Salary Range: $110,000 - $120,000 USD
• Discounted hotel rooms and food & beverage rates to employees at our sister properties around the globe.
• We provide learning programs through our Academies to promote growth and development so that you can perform at your full potential
• Opportunity to develop your talent and grow within your property and across the world!
• Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21 and WATCH
• Competitive Health Benefit Package within 30 days of employment
• 401(k)/Roth IRA Eligibility after 60 days of employment
• Cell Phone Usage Reimbursement

Why work for Accor?

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS"

Fairmont Century Plaza is an Equal Opportunity Employer EEO M/F/V/D

Visa Requirements: Must provide proof of current eligibility to be employed in the United States of America.