DIRECTOR OF RESIDENCES

• Access-control systems , Hotel PMS , Microsoft Office , Property management software

ABOUT OUR CLIENT

A leading hospitality and residential management company with a portfolio of properties in South Florida is seeking a Director of Residences to oversee the residential operations of one of its flagship properties.

The property is a large luxury condo-hotel in Miami, combining hotel accommodations with individually owned residential units. The property operates within a shared environment where hotel operations and the residential condominium association work closely together, requiring strong collaboration, communication, and operational coordination.

Position Summary

The Director of Residences is responsible for full ownership of the unit owner side of the building — Association members reporting and communication, building project oversight, vendor, property managers and contract management, from intake to resolution. This role requires a detail-driven, self-directed leader who brings recommendations to leadership rather than waiting for direction, and who reserves escalation for genuine exceptions. The Director of Residences works in close coordination with the General Manager, Chief Engineer, legal counsel, and accounting to keep the Association division running with consistency and full visibility, at all times.

Key Responsibilities

Owner Relations

• Own the full owner and resident communication cycle — inquiries, approvals, move-in/move-out scheduling, parking and storage assignments — from intake to closed resolution, escalating only disputes or policy exceptions
• Serve as the primary point of contact for owners and residents, carrying every inquiry through to documented resolution with luxury-residential service standards
• Manage the property management and leasing-approval process for owner units in accordance with the declaration and applicable Florida law
• Build and maintain a proactive owner communication calendar — building updates, capital milestones, seasonal notices — instead of responding only when asked

Association Administration & Governance

• Enforce building rules and use restrictions consistently and defensibly, including violation notices, cure periods, and escalation to counsel where warranted
• Coordinate with legal counsel and the insurance broker on matters affecting the Association
• Support estoppel certificates, insurance certificates, and lender and title requests
• Own day-to-day financial tracking for the shared components operation: budget tracking, assessment billing status, collections aging, and delinquency escalation — reporting proactively rather than on request
• Take primary responsibility for reserve funding schedules and capital planning inputs, bringing recommendations to leadership rather than waiting for direction
• Flag financial risk — delinquencies, budget variances, under-reserved items — before it becomes a leadership-level problem

Building, Maintenance & Capital Projects

• Partner with the Chief Engineer on preventive maintenance, life-safety systems, common-element repairs, and after-hours emergency response
• Conduct regular inspections and drive prompt resolution of maintenance issues
• Own contractor coordination, owner communication, access scheduling, and disruption mitigation for major building improvement and capital projects.
• Own vendor performance management and contract renewals for owner-facing services — negotiating terms, tracking expirations, and resolving underperformance directly
• Document incidents, insurance claims, water intrusion events, and property damage affecting units or common elements

Leadership & Reporting

• Hold standing authority to approve routine owner requests, execute standard vendor contracts within approved thresholds, and resolve resident and owner issues without requiring GM sign-off
• Deliver a weekly owner operations summary to the General Manager and leadership — open items, financial status, capital project progress — so leadership has visibility without needing to ask for it
• Act on behalf of the General Manager in his absence for building and owner matters
• Own safety, emergency, and hurricane preparedness procedures for the residential population

Requirements

• Active Florida Community Association Manager (CAM) license
• 7 or more years in condominium or luxury residential management, or hotel operations with a residential component; high-rise experience strongly preferred
• Working knowledge of Chapter 718, Florida Statutes, condominium governing documents, and Miami-Dade recertification requirements
• Strong financial acumen across operating budgets, reserves, and construction draw schedules
• Reliable, self-directed, and solution-oriented: able to anticipate issues and act without constant supervision
• Comfortable using property management software, hotel PMS, work-order and access-control systems, and Microsoft Office
• Bilingual in English and Spanish required (fluent written and verbal)
• Experience in a condo-hotel or mixed-use environment with shared services between an operator and an association is a distinct advantage

Core Competencies

• Ownership & Accountability: Takes full responsibility for residential operations, follows through on commitments, and proactively addresses issues before they escal
• Operational Excellence: Maintains high standards across resident service, compliance, financial administration, and property operations.
• Resident Relations: Builds strong, professional relationships with homeowners and understands the unique needs of a residential ownership environment.
• Cross-Functional Collaboration: Works effectively with the General Manager, Engineering, Accounting, Legal, and other internal and external stakeholders.
• Communication: Communicates clearly, proactively, and professionally with homeowners, leadership, vendors, and operational teams.
• Problem-Solving: Approaches complex or unexpected situations with sound judgment, resourcefulness, and a solutions-oriented mindset.
• Leadership & Organization: Effectively prioritizes competing demands, maintains strong attention to detail, and ensures consistent follow-through across residential operations.

Success Metrics

• Full command of the owner database, open violations, pending requests, and active capital project status
• Established communication cadence with owners and residents; backlog of outstanding items triaged and in motion
• Weekly reporting rhythm to the GM in place, covering financial, vendor, and correspondence status
• Governing documents, house rules, and key vendor contracts reviewed and gaps identified
• Owner operations running with documented processes, consistent enforcement and quality, and measurable owner satisfaction
• Capital program milestones met on schedule with minimal owner disruption and complete communication records
• CAM license active; compliance posture on Chapter 718 requirements fully current
• Recognized as the key Hotel team member that owners call and trust, and the person leadership relies on without needing to check in