Director of Residence

Join a hotel that is a member of the Accor network, whose group brings together more than 45 brands, 5,500 hotels, 10,000 restaurants and lifestyle destinations. Here, we believe in you and what you bring to the table. There are many opportunities for development and advancement. Every gesture, every smile, every action, contributes to creating a positive and memorable impact for our customers, our colleagues and also for our planet. Together, we embody the vision of responsible hospitality.

Take the opportunity to become a Heartist®, and let your heart guide you in this world where life beats faster.

ROLE SUMMARY

As Director of Residences at Novotel Residences, you will lead and oversee the complete homeowner and resident experience, from pre-move-in preparations through day-to-day residential living. This pivotal role requires a proactive, professional, and guest-focused approach to ensure that residents consistently receive a high standard of hospitality and residential service in line with Novotel standards.

The role is responsible for creating a well-managed, comfortable, and welcoming residential environment, building strong relationships with homeowners and residents, and ensuring the highest standards of operational efficiency, service quality, and community experience.

What you will be doing:

• Strategically lead and manage the complete Resident Journey across all stages, from pre-move-in through ongoing residency.
• Establish, implement, and maintain high standards of residential service through comprehensive operational procedures, policies, and training programs.
• Continuously evaluate and improve service delivery to ensure consistency, efficiency, and resident satisfaction.
• Build and maintain strong, professional, and lasting relationships with homeowners and residents, acting as the primary point of contact for residential needs, inquiries, and service-related matters.
• Direct and oversee all aspects of residential operations, including:
  • Maintenance and Engineering
  • Security and Access Control
  • Concierge Services
  • Housekeeping Standards
  • Residential Amenities
  • Common Areas and Facilities
• Manage vendor and service provider contracts and monitor their performance to ensure quality, compliance, and value for money.
• Support recruitment, onboarding, training, performance management, and development of residential employees.
• Conduct regular inspections of residential units, common areas, amenities, and facilities to ensure that the property is maintained to the highest operational and presentation standards.
• Foster strong collaboration with hotel departmental managers to ensure seamless coordination between the residential operation and hotel services, including:
  • Property & Engineering
  • Food & Beverage
  • Housekeeping
  • Security
  • Front Office and Guest Services
  • Spa and other available hotel facilities
  • Community Relations and Communications
• Manage the financial performance of the residential operation and maintain effective budgetary control.
• Assist in the preparation, monitoring, and administration of annual operating budgets and capital expenditure plans for the residential operation.
• Monitor operational expenses, identify cost-saving opportunities, and ensure the optimal allocation of resources without compromising service quality.
• Prepare and analyze operational and financial reports and provide management with accurate, timely, and actionable information.
• Identify opportunities to improve operational efficiency, resident satisfaction, and the overall financial performance of the residences.
• Recruit, lead, develop, mentor, and motivate a high-performing residential team.
• Foster a culture of professionalism, hospitality, accountability, teamwork, and continuous improvement.
• Ensure that all residential operations comply with company policies, applicable local regulations, health and safety requirements, and property standards.
• Coordinate effectively with homeowners and relevant stakeholders to ensure transparent communication and proper handling of residential matters.
• Support the implementation and enforcement of residential rules, policies, procedures, and community guidelines.
• Organize and attend homeowners' or residents' meetings as required and ensure that concerns, requests, and decisions are properly documented and followed up.
• Prepare meeting agendas, management reports, and presentations related to residential operations when required.
• Maintain accurate records of meetings, resident communications, operational matters, and follow-up actions.
• Coordinate with relevant internal and external stakeholders regarding resident requests, property matters, maintenance issues, and community initiatives.
• Support initiatives aimed at enhancing resident satisfaction, community experience, property condition, and the overall value of the residential property.
• Ensure that all resident complaints and service recovery cases are handled professionally, promptly, and effectively.
• Develop and maintain an effective communication framework with residents to ensure timely updates regarding maintenance, facilities, services, operational matters, and community activities.
• Continuously seek opportunities to enhance the overall residential experience while maintaining operational efficiency and financial sustainability.

• QUALIFICATIONS & EXPERIENCE

• Minimum 7+ years of progressive experience in hospitality, residential, property, or related service management, with at least 3 years in a managerial, senior management, or director-level position.
• Proven experience in residential operations, property management, hospitality, or mixed-use property management, preferably within a high-end hotel or residential environment.
• Demonstrated ability to lead and manage residential operations across multiple functions, including Housekeeping, Maintenance & Engineering, Security, Concierge, and Resident Services.
• Strong track record of leading high-performing teams, developing talent, and creating a culture of accountability, professionalism, and service excellence.
• Exceptional customer service and relationship-management skills, with a demonstrated ability to handle homeowner and resident relations, complaints, service recovery, and complex requests professionally and effectively.
• Strong knowledge of residential operations, property standards, preventive maintenance, facilities management, and community services.
• Experience managing vendors, contractors, service agreements, and outsourced operations, including performance monitoring and contract compliance.
• Strong financial acumen with proven experience in budget preparation, cost control, forecasting, expense management, and financial reporting.
• Experience in managing annual operating budgets, capital expenditure, and reserve/capital planning is highly preferred.
• Advanced proficiency in property management systems, hotel systems, Microsoft Office, reporting tools, and other hospitality technology platforms.
• Excellent communication, interpersonal, negotiation, and presentation skills, with the ability to communicate effectively with homeowners, residents, hotel management, employees, vendors, and external stakeholders.
• Strong strategic thinking, decision-making, problem-solving, and crisis-management skills, with a proactive and action-oriented approach.
• Strong understanding of hospitality service standards, residential service expectations, and operational best practices.
• Ability to work collaboratively with hotel departments to ensure seamless integration between hotel and residential operations.
• Knowledge of Saudi Arabian hospitality regulations, employment requirements, health and safety standards, and relevant residential/property compliance requirements is preferred.
• Preferred: Familiarity with the Middle Eastern hospitality and residential market, including cultural awareness and local customer expectations.
• Preferred: Experience managing residential communities, branded residences, serviced apartments, or mixed-use developments.
• Preferred: Experience working with Homeowners Associations (HOA), property owners, boards, or community management structures.
• Preferred: Relevant hospitality, property management, facilities management, or residential management certifications/professional designations.
• Fluency in English is required; Arabic language skills are highly preferred.