Residential Supervisor

Residential Supervisor

At Stanly Ranch, the Residential Supervisor plays an integral role in delivering an exceptional and highly personalized homeowner experience while supporting the seamless operation and stewardship of the residential community. Rooted in genuine hospitality, this position builds trusted homeowner relationships through thoughtful, anticipatory service and the highest level of care, discretion and professionalism. Serving as a primary day-to-day point of contact, the Residential Supervisor takes ownership of the homeowner experience while coordinating residential operations, home readiness and key financial and administrative processes with consistency, attention to detail and thoughtful follow-through. Working closely with the Director of Residences and resort departments, the Residential Supervisor proactively coordinates homeowner needs, operational priorities and residential initiatives while upholding Auberge Collection's standards of service and excellence. This role supports two distinct Homeowner Associations and a private Membership Club.

Key Responsibilities

Homeowner Relationship Management

• Serve as the day-to-day liaison for homeowners, building trusted relationships through responsive, personalized and anticipatory service.
• Own the homeowner journey from pre-arrival planning through departure, coordinating reservations, preferences, special requests, celebrations and post-stay follow-up to ensure a seamless and personalized experience.
• Facilitate new homeowner onboarding and orientation, ensuring profiles, preferences, membership documentation, insurance, billing information and residential records are accurately established.
• Take ownership of homeowner requests, feedback and concerns from initial communication through resolution, providing proactive updates and ensuring timely follow-through.
• Develop and manage homeowner communications, including pre-arrival correspondence, newsletters, operational updates, billing communications and service notifications.
• Coordinate homeowner events and experiences in partnership with the Director of Residences and resort departments.
• Maintain accurate homeowner profiles, preferences and communication history to support a highly personalized ownership experience.

Residential Operations

• Serve as the operational liaison between homeowners and resort departments, ensuring clear communication, accountability and seamless execution.
• Coordinate day-to-day residential operations, including homeowner arrivals and departures, housekeeping, maintenance, landscaping, pool services, vendor access, deliveries and specialty requests.
• Build collaborative relationships across key resort departments, including but not limited to housekeeping, engineering, security, guest services, food & beverage, accounting and events, as well as third party residential service providers such as landscaping, pest control and pool service.
• Coordinate homeowner requests and residential projects from planning through completion, maintaining accountability for timelines, communication and follow-through.
• Develop and distribute homeowner arrival reports, ensuring preferences, itineraries, amenities, special requests and operational details are communicated to relevant departments.
• Support rental program operations and new residence onboarding, coordinating inspections, departmental readiness, guest facing and internal collateral.
• Identify opportunities to improve residential workflows, service standards and operational efficiency, proactively driving solutions with minimal oversight.
• Partner with the Director of Residences on departmental initiatives, special projects and continuous improvement efforts.

Residential Asset Stewardship

• Support with the residential inspection program, conducting pre-arrival, post-departure and routine inspections for homeowners and their personal guests to ensure homes consistently meet Auberge standards.
• Develop an intimate understanding of each unique residence, including floor plans, smart home technology, furnishings, appliances, artwork, equipment, housewares, homeowner preferences, maintenance history and ongoing operational needs.
• Proactively identify maintenance and presentation deficiencies, coordinate corrective action with appropriate departments and verify completion.
• Support with residential inventory, maintaining accurate documentation and coordinating replenishment or replacement as needed with resort teams or third parties.
• Coordinate preventative maintenance, deep cleans, seasonal preparation, warranty work and FF&E/OS&E replacements to preserve the long-term condition and value of each residence.
• Coordinate homeowner installations, furniture deliveries, vendor work and residential improvement projects, ensuring clear communication, accurate documentation and seamless follow-through between homeowners, vendors and resort departments.
• Manage and maintain accurate key/access records, project documentation and other residence-specific operational records.

Financial & Administrative Operations

• Support the month end homeowner billing process, including posting and reviewing homeowner charges such as housekeeping, maintenance services, membership dues, packages and other residential services to ensure timely and accurate billing.
• Coordinate HOA direct expenses, homeowner à la carte services, vendor invoices and operational purchasing requests.
• Manage internal homeowner reservation and rental guest calendars, coordinating residential scheduling and operational needs across departments.
• Support HOA administration, including meeting notices, agendas, meeting materials, minutes, required postings, homeowner communications and governing document records.
• Maintain homeowner contracts, insurance documentation, residential records, databases, websites and departmental files, ensuring information remains accurate and current.
• Prepare reports, tracking logs, operational documentation and departmental resources to support efficient residential operations.
• Develop and maintain departmental SOPs and workflows, identifying opportunities to improve consistency, organization and efficiency.
• Support budget tracking, financial reporting, operational audits and other departmental financial initiatives.

The starting range for this position is $30-35/hour. This is the pay rate for this position that Stanly Ranch reasonably expects to pay. Decisions regarding individual salaries will be based on a number of factors, such as experience and education.

Qualifications

• Excellent verbal and written communication skills with a professional, warm and hospitality driven approach.
• Highly organized with exceptional attention to detail and the ability to effectively prioritize and manage competing responsibilities.
• Self-motivated and able to work independently while exercising sound judgment and initiative.
• Strong interpersonal skills with the ability to collaborate effectively with homeowners, resort teams and vendors.
• Proficiency in Google Workspace and Microsoft Office Suite; experience with hospitality or property management systems (e.g., Opera Cloud, Alice, Owner Relations) preferred.
• Experience supporting financial operations, including homeowner billing, invoice processing and budgets.
• Two to three years of experience in luxury hospitality, residential services, property management or a comparable guest-facing environment preferred.
• Bilingual proficiency is a plus.
• Ability to lift up to 30 pounds and navigate the property by foot, resort provided bicycle or personal vehicle as needed.
• Availability to work primarily Tuesday through Saturday, with flexibility for holidays and occasional evenings. This is a property based role.