Residences Manager RAFFLES

The Residences Manager reports to the Hotel Manager and is responsible for the overall operations of the Raffles Residences, including Resident Services, Owner Relations, Housekeeping, Engineering Coordination, Security liaison, and all resident-facing touchpoints. The role includes supervising the residential team, managing day-to-day operations, and maintaining the highest standards of luxury service and brand consistency. The Residences Manager ensures residents and owners receive an exceptional, personalized experience while coordinating closely with the Hotel Manager and other hotel departments.

Key Roles & Responsibilies

• Plan, direct, and oversee all residential operations to achieve objectives in Resident Satisfaction, service excellence, asset upkeep, brand consistency, and operational performance.
• Support the annual budgeting process for the Residences and ensure all operational expenses are within the guidelines set by Accor and Raffles.
• Manage the Residences budget in coordination with the Hotel Manager and Finance Department, ensuring cost control and efficient resource management.
• Lead and guide the Residence Services team (Housekeeping, Maintenance, Security, Concierge) to achieve Key Performance Indicators (KPIs), including service quality, response times, and resident engagement.
• Ensure all resident communications -including check-in/check-out, concierge requests, and updates adhere to Raffles standards and provide a seamless, personalized experience.
• Coordinate with internal hotel departments to guarantee consistent, high-quality service delivery for all residents.
• Personally welcome key residents, and VIP guests, ensuring an elevated and bespoke experience.
• Document all operational issues, resident feedback, and incidents, ensuring thorough follow-up and preventative measures.
• Maintain a visible presence throughout the Residences, engaging with residents and colleagues, fostering team spirit, and ensuring resident satisfaction.
• Embody and promote the Raffles brand values, Code of Ethics and culture of service excellence.

Personal Attributes

• Strong operational and service acumen with an excellent understanding of luxury branded residences.
• Acts as a role model in delivering discreet, sophisticated, and highly personalized service.
• Demonstrated leadership in managing multicultural teams and motivating staff effectively.
• Excellent organizational and problem-solving skills, with meticulous attention to detail.
• Ability to analyze operational and financial data to optimize performance and efficiency while maintaining high standards of service.
• Strong communication, interpersonal, and diplomatic skills for interaction with residents, owners, teams, and vendors.
• Discretion, confidentiality, and professional integrity.
• Flexible and adaptable, capable of responding to resident needs and operational challenges at any time.