Director, Residential Operations, Accor One Living (EMEA)

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Job Purpose

Working in close collaboration with functional leadership teams (including Design & Technical Services, finance, Hotel Operations, T&C, and IT teams, the Director, Residential Operations, Accor One Living, (EMEA) is responsible for supporting the development and operation of a high-quality network of branded residences within the territory for which they have responsibility.

Reporting to the Regional Vice President, Accor One Living (EMEA), the Director, Residential Operations (EMEA), will directly oversee the operations of standalone branded residences and play a key leadership role in supporting the operations of branded residences in mixed-use developments anchored by Accor-managed and franchised hotels.

The work combines project-based responsibilities and general management responsibilities with ongoing operational leadership accountability. It requires flexibility, responsiveness, broad knowledge of residential and hospitality operations, and a proven ability to meet and exceed targets on a consistent basis.

Experience in branded residential will be essential, as the successful candidate will be identified as a specialist in this field and called upon to mentor colleagues inside and outside their region. The Director, Residential Operations (EMEA), will collaborate closely with branded residential operations partners and internal stakeholders during the planning and operation phase of Projects. The role will also initially support residential operations in the Asia Pacific region.

Key Interactions

Internally

• General Managers & Directors of Residences (Mixed-Use and Standalone)
• Residence Teams at mixed-use projects
• Divisional/Regional Operations Leadership Teams
• Design & Technical Services Department (D&TS)
• Communications & Loyalty Department
• Finance & IT Department
• Talent & Culture Department
• Legal Department

Externally

• Hotel Owners, Developers (hotel, residential and mixed-use), and Investors
• Consultants (hospitality and residential)
• Suppliers (marketing/brand advisory, operations)

Primary Geographic Responsibilities

The Director of Residential Operations is responsible for a) Leading the operations of existing managed residential projects and supervising performance of franchised residential projects to brand standards b) Supporting D&TS, pre-opening operations through the design & planning process of mixed-use projects, and c) assisting with coordination of refurbishment with D&TS and directors of residences across EMEA. For an initial period, the candidate will also support branded residential projects in Asia Pacific.

Residential Operations Responsibilities

• Leading the operations of existing mixed-use residential projects, ensuring compliance with brand standards 
• Direct oversight of standalone branded residences
• Recruit, coach, mentor, and performance manage Directors of Residences
• Supporting D&TS and Pre-Opening operations teams through the design & planning process of mixed-use projects.
• Assist with coordination of refurbishments with D&TS and Directors of Residences.
• Ensure period CAPEX reviews (refurbishment/replacement funds) initiated at operating projects, ensure reserve studies conducted within three years of Openings
• Preparation of rental program business plans
• Participate in (mixed-use) / Lead (standalone) project performance review meetings (along with finance and Hotel operations leaders)
• Mentor and support the Director of Residences for branded residences that are co-located with Accor / Ennismore managed Hotels
• Lead the “Owner Services” function by supporting project teams with respect to AGMs and governance processes, working closely with the Owner Benefits Program team.
• Provide leadership with respect to homeowner association and governance issues, meeting with Associations, Boards of Directors and making formal presentations as required
• Embed best practices in residential operations 
• Lead preparation of the First Year Operating budget, review and approve annual Operating Budgets
• Organise & Lead regional Director of Residences leadership conferences

Platform Responsibilities (Residential Operations)

In addition to core responsibilities, the Director, Residential Operations will assist/support in developing and maintaining the Residential Operations Toolkits used by Accor and Ennismore brands globally to support the operation of residential Projects.

Main Complexity/Critical issues in the Job

• Partner successfully with colleagues in a matrixed organization structure, working collaboratively across business units with numerous internal stakeholders;
• Managing relationships with wealthy and/or demanding residence owners and Hotel Owners;
• Maintain deep understanding of residential, hotel, golf and coworking business, private residence club models;
• To ensure all information provided to clients is professional, on-brand, of high quality and as accurate as possible;
• To prioritize time and effort on projects which are most significant and financially beneficial to Accor network/brands.

Qualifications / Knowledge and Experience

• Bachelor's Degree (or higher) in Business/Hotel/Finance/Real Estate or similar
• Minimum of 10 years of relevant experience in the hotel industry
• Strong general management capabilities with past P&L responsibility
• A strong background in branded residential and hospitality is essential, with a deep understanding of mixed-use operations (including past experience as a Director of Residences, working with homeowner associations, body corporates and managing governance processes)  
• Experienced at handling pre-opening of a Hotel and Branded Residences
• Excellent leadership capabilities, with a proven ability to align complex and frequently divergent stakeholder interests
• Provide operational leadership experience
• Excellent financial management skillset
• Strong user knowledge of Microsoft Outlook, Microsoft Word, PowerPoint, and Excel
• Knowledge of hotel accounting, hotel management, financial modeling, residential development, branded residential management, hotel brands, and ability to understand legal documents

Competencies

• Strong background in hospitality and branded residential
• Entrepreneurial drive and energy
• Excellent interpersonal skills
• Excellent communication skills enabling strong and effective relationships with internal and external stakeholders/departments
• Fluency in English (written and spoken) is critical
• Strong analysis, presentation, influencing, and negotiation skills
• Serviced-oriented with an eye for details of clients' requirements
• Excellent teamwork and collaborative style
• Strong analytic, financial analysis/modeling skillset
• Multicultural awareness and ability to work with people from diverse cultures, backgrounds, and perspectives
• Flexible and able to embrace and respond to change effectively
• Strong networker who is able to collaborate with internal and external clients