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, maintenance meeti