The Residence Manager is responsible for the day-to-day operational coordination, owner experience and brand-standard compliance of the residential component of Fairmont La Hacienda, including the Mandatory Rental Program Units where applicable.
The role acts as the key operational point of contact for residence owners, owner representatives and internal hotel departments, ensuring that the residences are maintained, presented and operated as an integrated part of the Hotel Resort and in line with Fairmont luxury standards.
The Residence Manager does not operate as an independent Director of Residences and does not hold separate authority over the hotel, legal governance, association matters or ownership structures. The position is embedded within the Rooms Division and works through the established hotel leadership structure, reporting to the Director of Rooms.
Key Purpose of the Role
To ensure that the residences and related owner experience are managed with consistency, discretion, care and operational discipline, while protecting the unified hotel resort model, the Fairmont brand standards, owner satisfaction, asset quality and commercial integrity.
Key Responsibilities
1. Owner Experience & Relationship Management
- Act as the primary day-to-day hotel contact for residence owners and approved owner representatives.
- Build trusted, professional and discreet relationships with residence owners.
- Ensure timely and accurate follow-up on owner requests, questions, concerns and operational matters.
- Coordinate owner arrivals, departures, preferences, amenities, special requests and service arrangements.
- Ensure owner stays are handled with the same level of luxury, privacy and personalization expected of the Fairmont brand.
- Manage owner complaints or concerns in a calm, structured and solution-oriented manner, escalating sensitive matters to the Director of Rooms and General Manager where required.
- Maintain accurate owner profiles, preferences, contact details and communication history, in line with data protection requirements.
2. Private Use Period Coordination
- Coordinate all approved owner Private Use Period requests in collaboration with Reservations, Revenue, Front Office and Guest Experience.
- Ensure all owner-use requests are checked against contractual entitlements, hotel availability and operational requirements.
- Liaise with Reservations and Revenue to ensure owner stays are correctly blocked, coded and tracked.
- Ensure owner arrivals follow the hotel’s standard check-in, check-out, registration, billing and security procedures.
- Coordinate any à la carte services requested by owners during their stay and ensure charges are correctly captured.
- Ensure that owner use does not negatively impact hotel inventory, guest experience, operational standards or commercial performance.
- Maintain a clear calendar and record of owner-use days per unit.
3. Residence Readiness & Brand Standards
- Ensure all residences are inspected regularly and maintained in accordance with Fairmont luxury standards.
- Conduct pre-arrival and post-departure inspections for owner stays and high-value guest stays in the residences.
- Partner with Housekeeping, Engineering and Front Office to ensure residences are always guest-ready and owner-ready.
- Monitor furniture, fixtures, equipment, OS&E, amenities, cleanliness, landscaping touchpoints and overall presentation standards.
- Report any defects, damages, missing items, wear and tear or brand-standard gaps immediately.
- Ensure that no unauthorized changes to furniture, decoration, equipment, layout or brand presentation are made by owners or third parties.
- Maintain unit-by-unit inspection records, defect logs and follow-up trackers.
4. Maintenance, Repairs & Asset Protection
- Coordinate closely with Engineering and Housekeeping on preventive and corrective maintenance of the residences.
- Ensure that maintenance issues are logged, prioritized, followed up and closed in a timely manner.
- Support Engineering in identifying whether issues relate to ordinary maintenance, owner damage, structural items, FF&E/OS&E replacement or capital works.
- Ensure any works inside residences are properly documented, approved where required and carried out with minimal disruption to hotel operations.
- Monitor recurring defects and escalate patterns that may indicate design, construction, warranty or asset-protection concerns.
- Support the preparation of reports for residence-related maintenance needs, FF&E replacement requirements and owner-chargeable damages where applicable.
- Ensure that all residences remain fit for luxury hotel operation and compliant with applicable standards, safety expectations and brand requirements.
5. Common Areas & Residential Environment
- Conduct regular walk-throughs of residential common areas, access points, landscaped zones, walkways, parking areas and owner-facing residential spaces.
- Partner with Engineering, Housekeeping, Landscaping, Security and Stewarding where relevant to ensure common areas are well maintained.
- Identify opportunities to improve cleanliness, lighting, signage, landscaping, accessibility, privacy and arrival experience.
- Escalate Common Area defects or service gaps to the relevant department head and track resolution.
- Ensure the residential environment feels fully aligned with the resort positioning and not disconnected from the wider hotel experience.
6. Operational Integration with Rooms Division
- Work as part of the Rooms Division leadership structure.
- Coordinate daily with Front Office, Guest Experience, Housekeeping, Engineering, Security, Reservations and Finance.
- Attend Rooms Division briefings and operational meetings as required.
- Ensure residence-related matters are integrated into daily hotel operations, arrivals meetings, VIP reviews, maintenance meetings and guest experience reviews.
- Support the Director of Rooms in creating SOPs for residence operations, owner stays, inspections, owner requests, billing, defect tracking and escalation protocols.
- Ensure all internal departments understand the residence model, owner expectations and operational boundaries.
7. Financial & Administrative Coordination
- Support Finance with residence-related billing, owner charges, service charges, à la carte services, damage recovery and supporting documentation.
- Ensure accurate records are maintained for owner stays, additional services, damages, maintenance requests and chargeable items.
- Support the tracking of FF&E, OS&E and residence-related inventories.
- Provide operational input for residence-related budgets, service charge discussions, maintenance plans and replacement planning where requested.
- Assist in preparing monthly residence operational summaries for internal leadership review.
- Ensure no commitments, discounts, owner benefits or financial arrangements are communicated without prior approval from the appropriate leadership function.
8. Compliance, Privacy & Risk Management
- Ensure residence operations comply with hotel policies, brand standards, safety standards, privacy expectations and applicable legal requirements.
- Protect owner identity, owner data, stay information, personal preferences and residence access information with the highest level of confidentiality.
- Work with Security to ensure residence access, keys, owner arrivals and third-party access are properly controlled.
- Ensure contractors, suppliers and internal teams entering residences follow hotel access and conduct procedures.
- Immediately escalate any incident, damage, accident, dispute, unauthorized access, owner complaint or legal-sensitive issue.
- Ensure the residences are operated as part of the hotel resort and not treated as independent private holiday rentals or unmanaged owner units.
9. Owner Communication & Reporting
- Prepare professional and timely written communication to owners where required and approved.
- Maintain clear records of owner communications, requests and follow-ups.
- Support the preparation of owner newsletters or operational updates where applicable.
- Provide the Director of Rooms with a regular update on:
- Owner arrivals and departures
- Open owner requests
- Maintenance and defect status
- Owner complaints or sensitive matters
- Residence readiness
- Common Area observations
- Financial or billing items requiring follow-up
- Escalate any matter that could affect the hotel license, brand standards, owner relationship, rental program, legal structure or guest experience.
10. Team Leadership & Service Culture
- Lead any assigned residential coordinators, attendants or support colleagues, if applicable.
- Train relevant operational teams on residence standards, owner handling, privacy, discretion and service expectations.
- Promote a culture of ownership, responsiveness, attention to detail and luxury service.
- Ensure all colleagues understand the difference between hotel guests, residence owners, owner representatives and approved private-use guests.
- Support cross-training between Front Office, Guest Experience, Housekeeping and Engineering to ensure seamless residence operations.
Key Deliverables
- Residence inspection program implemented and consistently followed.
- Owner-use calendar accurately maintained.
- Owner requests responded to and followed up within agreed timelines.
- Residence defect log maintained and closed with Engineering/Housekeeping.
- Residence SOPs developed and embedded across Rooms Division.
- Owner arrivals prepared to luxury standard.
- Residence-related billing and chargeable items properly documented.
- Common Area issues identified and escalated.
- Owner complaints reduced through proactive communication and follow-up.
- Fairmont brand standards consistently protected across all residences.
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