Residence Manager

Key Responsibilities

• Owner Experience & Relationship Management
• Act as the primary day-to-day hotel contact for residence owners and approved owner representatives.
• Build trusted, professional and discreet relationships with residence owners.
• Ensure timely and accurate follow‑up on owner requests, questions, concerns and operational matters.
• Coordinate owner arrivals, departures, preferences, amenities, special requests and service arrangements.
• Ensure owner stays are handled with the same level of luxury, privacy and personalization expected of the Fairmont brand.
• Manage owner complaints or concerns in a calm, structured and solution‑oriented manner, escalating sensitive matters to the Director of Rooms and General Manager where required.
• Maintain accurate owner profiles, preferences, contact details and communication history, in line with data protection requirements.
• Private Use Period Coordination
• Coordinate all approved owner Private Use Period requests in collaboration with Reservations, Revenue, Front Office and Guest Experience.
• Ensure all owner‑use requests are checked against contractual entitlements, hotel availability and operational requirements.
• Liaise with Reservations and Revenue to ensure owner stays are correctly blocked, coded and tracked.
• Ensure owner arrivals follow the hotel’s standard check‑in, check‑out, registration, billing and security procedures.
• Coordinate any à la carte services requested by owners during their stay and ensure charges are correctly captured.
• Ensure that owner use does not negatively impact hotel inventory, guest experience, operational standards or commercial performance.
• Maintain a clear calendar and record of owner-use days per unit.
• Residence Readiness & Brand Standards
• Ensure all residences are inspected regularly and maintained in accordance with Fairmont luxury standards.
• Conduct pre‑arrival and post‑departure inspections for owner stays and high‑value guest stays in the residences.
• Partner with Housekeeping, Engineering and Front Office to ensure residences are always guest-ready and owner-ready.
• Monitor furniture, fixtures, equipment, OS&E, amenities, cleanliness, landscaping touchpoints and overall presentation standards.
• Report any defects, damages, missing items, wear and tear or brand-standard gaps immediately.
• Ensure that no unauthorized changes to furniture, decoration, equipment, layout or brand presentation are made by owners or third parties.
• Maintain unit‑by‑unit inspection records, defect logs and follow‑up trackers.
• Maintenance, Repairs & Asset Protection
• Coordinate closely with Engineering and Housekeeping on preventive and corrective maintenance of the residences.
• Ensure that maintenance issues are logged, prioritised, followed up and closed in a timely manner.
• Support Engineering in identifying whether issues relate to ordinary maintenance, owner damage, structural items, FF&E/OS&E replacement or capital works.
• Ensure any works inside residences are properly documented, approved where required and carried out with minimal disruption to hotel operations.
• Monitor recurring defects and escalates patterns that may indicate design, construction, warranty or asset‑protection concerns.
• Support the preparation of reports for residence‑related maintenance needs, FF&E replacement requirements and owner‑chargeable damages where applicable.
• Ensure that all residences remain fit for luxury hotel operation and compliant with applicable standards, safety expectations and brand requirements.
• Common Areas & Residential Environment
• Conduct regular walk‑throughs of residential common areas, access points, landscaped zones, walkways, parking areas and owner-facing residential spaces.
• Partner with Engineering, Housekeeping, Landscaping, Security and Stewarding where relevant to ensure common areas are well maintained.
• Identify opportunities to improve cleanliness, lighting, signage, landscaping, accessibility, privacy and arrival experience.
• Escalate Common Area defects or service gaps to the relevant department head and track resolution.
• Ensure the residential environment feels fully aligned with the resort positioning and not disconnected from the wider hotel experience.
• Operational Integration with Rooms Division
• Work as part of the Rooms Division leadership structure.
• Coordinate daily with Front Office, Guest Experience, Housekeeping, Engineering, Security, Reservations and Finance.
• Attend Rooms Division briefings and operational meetings as required.
• Ensure residence-related matters are integrated into daily hotel operations, arrivals meetings, VIP reviews, mai