Director of Residential Hospitality

at  FirstService Residential

JOB OVERVIEW:

As the Director of Residential Hospitality you will be responsible for the training and development of building staff members of assigned managed properties. FirstService Residential’s Residential Hospitality Program, our proprietary program adapted from the practices of world class hotel brands, designed to inspire a culture of service excellence and elevate the level hospitality standards and best practices delivered to our most discerning and sophisticated residential clientele.

SKILLS & QUALIFICATIONS:

• Bachelor’s degree in business, Hospitality or related field from an accredited college or university, and a minimum of three years of related experience within the hospitality, luxury commerce or class AA residential industry.
• Previous experience creating or administering training programs preferred.
• Excellent customer service skills.
• Strong organization, motivation, leadership, supervisory and interpersonal skills.
• Proven critical thinking, problem solving, and decision making abilities.
• Strong verbal and written communication skills. Fluent in multiple languages is highly preferred.
• Detail oriented and strong organizational and multi-tasking skills. Ability to adapt to different situations and environments.
• Ability to respond to emergencies and callouts in a timely manner.
• Must have strong proficiency in Windows and Microsoft Office, including but not limited to Word, Excel and Outlook. Proficiency researching the Internet.
• Ability to work in a team environment as well as independently and be self-driven.
• Ability to learn and possess knowledge of multi-building operations.
• Familiarity with hotelier hospitality service rankings eg (AAA or Forbes or hotel brand)

• Supervise the daily functions of building staff members of assigned managed properties to maintain standards of excellence for processes, methods and personnel as outlined in the Program.
• Serve as liaison and internal consultant with Property Management team associates both sited and portfolio to ensure the goals and needs of the Program, property, board members and residents are consistently met.
• Assist in the creation of property specific training best practices for delivery of FirstService Residential’s Residential Hospitality Program and the creation and implementation of new training content including, but not limited to, Residential Hospitality Fundamentals, Emergency Procedures, Core Values, and Building Staff Standard Operating Procedures.
• Assist in creation of new educational content and initiatives for FirstService Residential’s Residential Hospitality Program to include FirstService University modules and on-site training for both building and management staff
• Develop quality assurance protocols and secret-shopper assessments to measure and re-enforce training program efficacy
• Develop and administer building staff hospitality acknowledgments and recognition program
• As applicable, responsible for training and assisting full time on-site FirstService Residential associates (General Managers, Property Managers etc.) in FirstService Residential’s Residential Hospitality Program for continued execution with building staff members, ensuring regular meetings are conducted and that ongoing updates are communicated.
• Maintain a calendar of both regularly scheduled quarterly staff trainings and unscheduled visitations to each assigned property
• Conduct biweekly virtual new building staff orientations for new building staff members and ensure required trainings (i.e. anti-sexual harassment) are completed.
• Provide direction and assist in the investigation and resolution of internal and external problems and concerns. Track and communicate goals for individual and property performance.
• Conduct quality assurance observations with onsite associates. Review observations with leadership identifying current and possible issues, inconsistencies, and suggest appropriate corrective procedures.
• Assist the Business Development and Marketing teams with presentations and any new business opportunities as needed.
• Contribute to the documentation of standard operating procedures for FirstService Residential’s Residential Hospitality Program and maintain existing procedures.
• Attend trainings and meetings, as scheduled.
• Establish and maintain open communication with internal and external customers.