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.

Desired Candidate Profile

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.