We are looking for a Director of Residences to lead the preopening of the Mandarin Oriental Residences in Madrid opening in summer 2025.

Set in the Spanish capital, in the heart of the prestigious Salamanca neighbourhood, Mandarin Oriental Residences, Madrid offers the ultimate city address.  Featuring 38 spacious units, an exquisite penthouse, residents will enjoy a luxurious way of life with exquisite interiors, an indoor swimming pool, fitness and wellness centre, and lounge, and acclaimed Mandarin Oriental service.

The Director, Residential Operations is primarily responsible for, but not limited to, the overall Residences operations and management of all pre and post-opening operations activities, including the continual enhancement and improvement of operations. 

The Director of Residences will be responsible to ensure compliance with, and completion of, all MOHG’s obligations relative to the applicable Residences Management Agreement, including management services reasonably required for the administration of the Condominium, its operation, and perhaps other legal entities, as well being the point person for managing all aspects of the Residences Association in accordance with local regulations. Th e Director of Residences will interface with Residence owners, Mandarin Oriental, Madrid support team on residential matters, including directly supervising all dedicated Residences staff, managing relationships with unit owners and ensuring the provision of superior service levels for all amenities and services offered.  They may also work directly with MOHG functional specialists, including legal, finance, and operations, providing contract, budget and pre-opening expertise as it relates to their specific project.   

Governance of The Residences will eventually be undertaken through an Association elected by Residences owners. Day-to-day management of The Residences will be led by an on-site executive team who will oversee property operations, management activities and the delivery of services to the residents.

The Director of Residences will be responsible for:

Pre Opening:

• Formulation and implementation of strategy related to the Residences
• Formulation and implementation of policies, procedures and pricing for delivery of services to the residence owners
• Creation of the comprehensive list of services and amenities available to unit owners – ensuring complete alignment with hotel service departments
• Primary liaison between Residence Board of Directors, hotel management, and MOHG
• Primary liaison between Residence owners, hotel management, and MOHG
• Manage projects and any other reasonable duties as required by hotel management
• Complete and thorough understanding of project condominium Scheme documents, including as an any other relevant documents including Property Management Agreement, CC&R’s (Covenants, Conditions and Restrictions), Master Deed or Declaration of Trust, By-Laws, Residences Management Agreement, Residences Marketing License Agreement, among others, all as applicable for the jurisdiction
• Hiring, training and management of all dedicated Residences staff, including appropriate compensation and benefit packages for Residence employees
• The establishment of the pre-opening budget covering residences, including staff planning, service contracts and other expenses as may be required
• Create a platform for communicating key property information to Residence Owners and Board of Directors

Post opening

• 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
• 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.

What are we looking for?

• BA or BS degree or equivalent educational experience
• 5 years of relevant experience in luxury community management or luxury hotel management. Prior hotel or residential opening experience would be an advantage.
• In jurisdictions where MOHG is required to be licensed in order to perform our obligations under the Property Management Agreement the incumbent would work to obtain such a license
• Excellent communication skills in all aspects: verbal, written and non-verbal. Fluency in Spanish is required,
• Quality driven with a passion for excellence
• Must possess excellent organisational and administrative skills, interpersonal skills and leadership skills