Residences Management

• Ensure that all required reports and data are submitted on time to the relevant corporate and Association.
• Ensure total compliance with standards of operation and service standards at all times throughout division.
• Perform regular inspections and reviews of all operations on a daily basis to ensure that all quality standards are being maintained.
• Ensure that staffing is maintained at an appropriate level to match business demand.
• Participate in all regular and ad hoc operational meetings as required
• Review all owner comments and complaints and corrective action taken and formulate solutions to prevent dissatisfaction reoccurring.
• Coordinating functional support from hotel staff, including food & beverage, catering, spa, housekeeping and engineering to deliver superior basic and a la carte services.
• Primary liaison between Residence Board of Directors and the hotel management, and MOHG.
• Primary liaison between Residence owners and the hotel management, and MOHG.
• Development of all direct reports through coaching.
• Manage projects and any other reasonable duties as required by management.
• Fulfil all MOHG obligations as contained within the Residences Management Agreement, while minimizing risk and exposure.
• Develop and oversee all aspects of resident services.
• Coordinating architectural reviews for renovations and alterations, ensuring compliance with all local building codes.
• Administrative matters such as holding annual board meetings and annual residence owner meetings, support documentation and other matters related to unit owner transfers of ownership, manage official correspondence, maintenance of corporate records and procurement of fidelity bonds or similar insurance requirements.
• Develop and enhance all resident services and programs
• Ensure resident satisfaction.

People & Culture

• People & Culture strategy for recruitment and selection of Residence employees.
• Career development programs for Residence employees.
• Appropriate compensation and benefit packages for Residence employees.
• Residence labor cost management.

Finance

• Financial matters such as collection of assessments, managing accounts, making payments, securing insurance, budget preparation and financial reporting on behalf of the board.
• Creation and management of adequate document control for all policies, procedures, and transactions in the operation of the Residences.
• Establish and manage the annual Reserve plan/budget.
• The establishment of the annual operating budget, ensuring adequate controls and overall financial performance.
• The billing and collection of monthly maintenance fees and any other fees due from unit owners.
• The maintenance of contract files and the negotiation and coordination with external vendors and Residence service providers.
• Ensuring all support areas understand the financial aspects of the Budget and complex allocation methodology.
• Ongoing reviews with Board of Directors and Accounting departments.
• Manage and coordinate all leases, sales and refinance, documentation requirements and packages.

Engineering

• Physical plant matters such as routine maintenance and care for residence Common Areas, managing deferred maintenance plans (reserves) and enforce compliance with applicable rules and regulations and standards.
• Formulation and implementation of common area maintenance plans.
• Oversee the strategic direction of general projects related to the enhancement of the residences common space and assets. The project management covers the areas of planning, administration, implementation and evaluation of financial results of project.

Communications

• Monitor compliance with the Residence Identification (brand license) Agreement and monitor Residence owner and local real estate agent usage of MOHG marks.
• Coordinate all Residence owner events, including holiday events and events around the annual Residence board and owner meetings.

Information Technology

• Facilitate effective and efficient communication between the Residence owners, and the hotel and third party service providers.
• Allow Residence owners to have seamless connectivity to telephony, television and audio service providers.
• Ensure that Residence line staff have the IT tools they require to perform their functions efficiently.