Resident Centre Manager

Role Overview

We are looking for a seasoned Resident Centre Manager with a background in hospitality to manage the day-to-day operations, facility upkeep, guest relations, and service delivery of a residential or mixed-use centre. The successful candidate will demonstrate strong leadership, operational expertise, excellent customer service, and proficiency in vendor coordination to ensure efficient centre management, uphold high service standards, safety, and overall presentation.

Primary Responsibilities

• Manage daily operational aspects and oversee the smooth functioning of the centre to guarantee proficient service delivery.
• Maintain exceptional hospitality standards including customer service, cleanliness, presentation, and ensuring guest satisfaction.
• Supervise front desk operations and professionally address resident or guest inquiries, complaints, and service demands.
• Collaborate with facilities management, housekeeping, security, maintenance teams, and external service providers.
• Evaluate vendor performance and adherence to service-level agreements (SLAs), key performance indicators (KPIs), and maintenance timelines.
• Conduct site inspections regularly to ensure the centre is clean, secure, well-kept, and operationally ready.
• Handle operational budgeting, resource allocation, expenses, and oversee service contracts aligned to business needs.
• Lead and motivate on-site staff to strictly follow operational guidelines and service quality standards.
• Ensure the centre complies with health and safety laws, emergency protocols, and internal policies.
• Organize events, resident activities, and hospitality services aimed at enriching customer experience.
• Generate operational reports, maintain documentation, and identify avenues for ongoing improvement.
• Interface with management, residents, tenants, and key stakeholders for prompt resolution of operational challenges and maintain strong relationships.

Essential Skills

• In-depth understanding of hospitality excellence, facilities coordination, housekeeping, and customer management.
• Experience with managing third-party vendors, contractual agreements, SLAs, and budgeting aspects.
• Strong leadership capabilities combined with excellent communication, problem-solving, and stakeholder engagement skills.
• Adept at multitasking and efficiently tackling operational challenges.
• Competence in Microsoft Office suite and operational reporting tools.

Core Competencies

• Operational and personnel management
• Customer and resident relations management
• Hospitality service quality
• Vendor and facilities coordination
• Financial oversight and budget control
• Health, safety, and regulatory compliance
• Analytical problem solving and effective decision making

Qualifications & Experience

• Holder of a bachelor's degree or diploma in Hospitality, Hotel Management, Business Administration, or related disciplines.
• At least 5 to 8 years of relevant hospitality operations experience including serviced residences, hotel management, residential communities, or facilities with a strong customer service focus.
• Prior supervisory or managerial experience overseeing daily operational activities at a site level.