Director of Residential Service

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Join the Discovery family, where quality and service are at the heart of everything we do!

This role will be located at one of Discovery Land Company’s locations: The Hills, set outside of East Quogue, New York.

The Hills is seeking a full-time, year-round Director of Residential Services to lead the Residential Services Department Department.

The Director of Residential Services is responsible for the oversight of general maintenance and upkeep of Private homes and the Club's common shared spaces. The Director of Residential Services will be responsible for areas including, property management, housekeeping, and member relations. In this role, you will be part of creating the Discovery Land Company experience for our members and fellow employees.

Key Responsibilities

• Manage the Residential Services team including scheduling, hiring, training, and performance management.
• Create and implement the policies and procedures for the department, which reflects the highest standard of operation and member service.
• Provide exceptional service and communication at all times with members/guests and team members.
• Coordinate cleaning of members' homes with housekeeping team upon arrival/departure and individual requests.
• Make sure schedules have adequate coverage for all shifts.
• Maintain an up to date log of homeowners, move in dates, sales and move out dates, etc.
• Manage all rental product including routine maintenance, housekeeping, booking logs, guest registration and supplies/stocking.
• Manage OSE and par levels for all homes participating in rental program.
• Organize and oversee property management issues including the repair and maintenance of the residences. Monitor the physical facility for safety/cleanliness and health and for maximum program efficiency.
• Assure quality in program implementation on a day-to-day basis.
• Work with development team on home turnovers, warranty programs and other coordination items.
• Inspect all work to ensure the highest quality of service.
• Stock and inspect properties prior to members/guest arrivals and ensure arrival checklist is completed to member specifications.
• Meet members/guests upon arrival and departure.
• Upon member departure, ensure closing checklist is complete and home is secured.
• Oversee the general maintenance plan for each property.
• Ensure the property is timely and appropriately billed for services.
• Assist with coordinating and preparing rental unit usage including communicating with Member Services and Accounting.
• Manage the member private cart program including procurement, delivery, billing and maintenance.
• Create and maintain owner's binders inclusive of all appliance/amenity offerings within each home, to include owner's guides and assistance with operating
• Create or provide reports and files that outline needs, schedules, expectations for each residence.
• Keep records of all department equipment including maintenance, service and associated costs.
• Create and update list of trusted local area vendors, stores, and services to recommend to members/guests.
• Coordinate with or assist other departments as needed.
• Prepare, update, and manage Residential Services department budget.
• Other duties as assigned.
 

Qualifications

• At least five (5) years prior experience and proven success in a leadership role in the hospitality or service industry.
• Housekeeping, property management, or hotel operations leadership position experience.
• CPR, First Aid, AED Certification preferred.
• Must have a valid drivers license in good standing.

Additional Requirements

• Positive attitude, professional demeanor, and exceptional communication and interpersonal skills to deliver service to members, guests, and team members.
• Knowledge of and ability to operate computer and communication platforms (i.e Jonas, Club Essentials, Alice)
• Must be able to work flexible work hours/schedule including evenings, weekends, and holidays. Long hours may be required due to business demands.
• Ability to work in a team environment.
• Ability to stay calm and focused during the busiest of times.
• Ability to read, write, speak, and understand English; additional languages preferred.
• Ability to meet the physical demands of the position including, but not limited to, working indoors and outdoors in all weather conditions, standing, walking, and moving for periods of greater than eight (8