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Manager, Residential Services - The St. Regis New York

New York, New York
Rooms and Guest Services Operations

Job Description

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Posting Date May 15, 2018
Job Number 18001CXX
Job Category Rooms and Guest Services Operations
Location The St. Regis New York, New York, New York VIEW ON MAP
Brand St. Regis Hotels & Resorts
Schedule Full-time
Relocation? No
Position Type Management

Start Your Journey With Us
The St. Regis brand first established luxury hospitality more than 110 years ago, with the opening of the St. Regis New York. From the moment John Jacob Astor IV opened the doors of his Beaux-Arts masterpiece on New York’s Fifth Avenue, St. Regis has stood as a symbol of uncompromising elegance and bespoke service. Today, with more than 40 of the best addresses around the world, St. Regis is a place where trends are born, boundaries are broken and guests can simply live exquisite. We invite you to explore careers at St. Regis.



Functions as the strategic business leader for residential service activities required between the suit unit owners/ suit unit owners and the management company.  Manages luxury condominium facilities with attention to and support of the 4 Pillars of Operational Excellence.  Monitors the development and implementation of residential brand strategies and supports the leadership team in flawless execution.  Assists in developing and implementing property-wide initiatives that deliver products and services that create owner engagement while remaining in-line with the condominium documents.  Acts as the liaison between the management company and the suit unit owners / suit unit owners and fosters positive relationships between all parties. Oversees all financial aspects from communicating the approved budgets to monthly approvals required and managing the projects approved in the budget.




Education and Experience


·         Bachelor’s degree from an accredited university in Hotel Management, Hospitality, Business Administration


·         Related major; 2 years’ experience in residential hospitality, or related professional area preferred.




Maintaining Residences Operations

·         Maintains knowledge of owners’ name/number/family members, residence numbers, and floor plans and hours of operation.

·         Maintains knowledge of all marketing packages and promotions used by the sales team (if the property is still in sales).

·         Maintains knowledge of the Hotel Reservation Services

·         Responsible for assisting in the day to day operations for Residences, including vendor activity on-site and office administration.

·         Participate in daily line-ups

·         Participate in monthly departmental meetings to review and assist in the implementation of action plans to improve employee and owner satisfaction.

·         Provide employee recognition on an ongoing basis

·         Maintain complete knowledge and comply with all residences policies and procedures and protects the privacy of the owners. 

·         Maintain knowledge of suit unit owner Rules & Regulations.

·         Communicate with the Hotel Manager regularly regarding issues and information relating to residents.

·         Provide feedback to the Hotel Manager for local standard operating procedures and assist with departmental compliance.

·         Create an environment of open communication for Ladies, Gentlemen and Owners.

·         Monitor logbooks and service requests to verify timely completion of tasks.

·         Monitor unit admittance procedures and verifies correct key inventory

·         Creates and maintains filing system: work orders, reports, home care records, invoices, correspondence, owner forms and proof of insurance.

·         Office Communication should be replied to and filed in a timely fashion (LeapFile)

·         Communication via newsletters, email, and faxes may be required on behalf of the association. Hotel Manager will monitor the communications the Residential Services Manager will execute.

·         Maintains accurate suit unit owner’s roster and follow up with services deficiencies

·         Knowledge of the computer systems including, StarGuest, LightSpeed, Empower, scheduling software and key control software.

·         Communicates with suit unit owners, management and employees.

·         Manages suit unit owner expectations while remaining calm and courteous.

·         Works flexible hours, including weekends, holidays and evenings if necessary.


Managing and Conducting Residences Activities

·         Submits by deadlines all financial responsibilities

·         Manages all collections when necessary

·         Responsible for assisting suit unit owners with applications and processes

·         Responsible with familiarity of governing documents and by-laws to better assist suit unit owners with all questions    

·         Responsible for assisting in the planning and execution of services and lifestyle activities involving suit unit owners and the hotel when applicable.

·         Responsible for supporting the leadership team in fostering and maintaining good relationships with the suit unit owners and their representatives by providing services and amenities aligned with St. Regis Brand and quality standards.

·         Actively participate in activities and communication that support full participation in the Owner Engagement Survey.

·         Document all resident requests, complaints or problems immediately, implement them in to StarGuest and notify the designated departments.

·         Serves as a liaison between suit unit owners and various departments and builder/developer.

·         Provide suit unit owners with at least 3 options for vendors or St. Regis services that can aid in unit maintenance. 

·         Will report any issues that pertain to vendors or service providers and will assist in resolving the issue.

·         Communicate a la carte services provided by Hotel and will communicate requests in a timely manner. 

·         Submit maintenance and housekeeping requests to the appropriate department and follow up accordingly when needed.

·         Collect resident owner’s preferences, track and record additional preferences and put them in Mystique.

·         Report any common area items that are not in line with St. Regis Brand Standards.

·         Create an environment that fosters WOW stories and Lionshare Best Practices.

·         Familiar with Business Priority Matrix.

·         Participation in the creation of WIG’s, Lead Measures and the WIG Boards.  Participate in weekly calls.

·         Familiar with the balanced scorecards in Employee/Owner Engagement.

·         Plan regular social gatherings for owners and assist in the creation of newsletters and other methods for communicating events when necessary.

·         Assists in the properties cleanliness and is responsible for their part in protecting the physical asset through visual inspections and self-audits.




·         Adaptability - Determines how change impacts self and others; displays flexibility in adjusting priorities; and communicates both the reasons for change and how it impacts the workplace. 

·         Communication - Customizes approach to conveying complex information and ideas to others in a convincing and engaging manner; appropriately interprets verbal and non-verbal behavior; and models active listening to ensure understanding.

·         Problem Solving and Decision Making - Models and coaches others on breaking complex issues into manageable parts, identifying and evaluating alternatives and their implications before making decisions, and involving and gaining agreement from others when making key decisions.

·         Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.

Managing Execution

·         Building and Contributing to Teams - Leads and participates as a member of a team to move the team toward the completion of common goals while fostering cohesion and collaboration among team members.

·         Driving for Results - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required.

·         Planning and Organizing - Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements for self and/or others to accomplish goals and ensure work is completed.

Building Relationships

·         Coworker Relationships - Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships. 

·         Customer Relationships - Develops and sustains relationships based on an understanding of customer needs and actions consistent with the company’s service standards.

·         Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.

Generating Talent and Organizational Capability

·         Organizational Capability - Evaluates and adapts the structure of team assignments and work processes to best fit the needs and/or support the goals of an organizational unit.

·         Talent Management - Provides guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.

Learning and Applying Professional Expertise

·         Applied Learning - Seeks and makes the most of learning opportunities to improve performance of self and/or others.

·         Business Acumen - Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach team, business, and administrative challenges.

·         Technical Acumen - Understands and utilizes professional skills and knowledge in a specific functional area to conduct

o    Detail Orientation - The ability to attend to and verify the accuracy and completeness of details in work activities.  This includes focusing on the small details of work activities and taking the necessary time to ensure that all the details of completed work are correct and of high quality. 

o    General Hotel Operations - Knowledge of the operating principles and practices of all brand/hotel-specific functions to support successful operations of the overall property (e.g., Engineering/Maintenance, Event Management, Finance and Accounting, Human Resources, Legal/Contracting, Food and Beverage, Guest Services/Front Desk, Sales & Marketing, Security/Loss Prevention, Retail/Gift Shops, Spa, and Recreation/Health Club).

·         Basic Competencies - Fundamental competencies required for accomplishing basic work activities.

o    Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).

o    Mathematical Reasoning - Demonstrates ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues.

o    Oral Comprehension - Demonstrates ability to listen to and understand information and ideas presented through spoken words and sentences.

o    Reading Comprehension - Demonstrates understanding of written sentences and paragraphs in work-related documents.

o    Writing - Communicates effectively in writing as appropriate for the needs of the audience.


Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.