About Four Seasons:

Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture.
At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.

About the location:

TASKS

• Assist in people management eg. training of all Residence team members, schedules, etc.
• Perform daily inventory checks of supplies, keys, etc.
• Manages all requests and à la carte service requests, changes and cancellations. Can answer homeowner calls and direct them appropriately.
• Assist the Director of Residences and Facilities Manager in maintaining the homeowner’s assets through weekly, monthly walk-throughs to support the preventative maintenance program on the overnight shift
• Resolves homeowner’s complaints, handles all homeowner interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible. 
• Responds to all homeowner requests in an accurate and timely manner. Interaction with homeowners will be in person, by email and by phone.
• Develop service improvement ideas, policies and procedures and implement them with approval of the Residences Services Manager
• Develop & manage Homeowner communication, ie. Newsletter, announcements, etc.
• Follow-up / Accuracy

• Resident feedback in all systems (Golden Home, Mobile App, Glitch, Hotsos and others)
• Resident Profile
• Monitoring and updating of procedures / forms
• Analysis of KPI's & Chat & Golden Home dashboards

ADDITIONAL RESPONSIBILITIES

• Support residential recognition efforts – maintain homeowner profiles keeping up to date information readily available
• Support training efforts between the M Avenue team and the supporting resort departments to ensure all service requests from private residence homeowners and tenants are understood, completed in a timely manner, to the highest standards of execution. 
• Handle all resident interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolve resident complaints; assist residents in all inquiries in connection with the property services, in-house events, directions, local attractions, pre-arrival needs, etc.
• Become familiar with the legal and governance responsibilities of the Property Manager, Property Owners and Operator, and will remedy any conflicts that occur in-keeping with the project governing documents

SKILLS AND COMPENTENCIES

• Fluent in English & French, written and verbal; local language an asset
• Post-secondary education or equivalent experience
• Must have at least 5 years previous luxury hospitality or residential experience, including overnight management
• Basic First Aid/CPR & Emergency response training
• Ability to use a variety of computer systems to run daily reports and process homeowner requests
• Ability to effectively communicate within all levels of the organization on the status of security, Health & Safety issue
• Has the emotional maturity to understand the impact and sensitivity of security issues
• Be able to make proposals for the improvement of services / resident experience within the residence.

REQUIREMENT

• Moroccan passport holder ONLY
• A valid driver's license