Resident Services Manager

Company Description

BETTER BEGINS HERE

Crown Resorts is a great place to visit and it’s an even better place to work, a place where you can play your part in creating joyful experiences for our guests and our people. We value passion, creativity, and an appetite for change - for the better. Here, you’ll be part of the team, empowered to explore more, experience more and supported by your leader to grow and develop.

The role

We have a newly created position for a Resident Services Manager to join the luxurious Crown Sydney and support our on-site residents at One Barangaroo. In this newly created role, you'll lead your team to exceed expectations whilst driving efficient daily operational activity and functions of the department.

You'll be the centralised contact for our residents, and this exciting opportunity presents the chance for an exceptionally presented hotel and/or residential services leader to step into a role to deliver elevated levels of experience for our residents, in a one-of-a-kind property and luxury brand.

Reporting into the Luxury Service Manager, you’ll work closely with the Hotel Manager and the GM Hospitality to ensure clear, concise and effective communication between Crown Sydney and our residents. Your success will be measured by your ability to problem solve and work with other departments to achieve desired outcomes, ensuring that Crown meets its obligations to residents through the hospitality service agreements.

Some of the key responsibilities will involve:

• Being the main point of contact for the Residents for any escalations and/or complex issues raised
• Driving effective and efficient department operational activity, whilst seeking continuous improvement
• Partnering with the Building & Strata Managers to communicate and resolve any issues, promptly and concisely
• Maintaining open and transparent lines of communication for senior leaders and Crown Executives
• Effective rostering in line with labour targets, without compromising on service agreements or experience
• Working collaboratively with various departments across the property such as Hotels, F&B, Gaming, Security and Property Services
• Elevating guest experiences by developing a ‘customer-first’ mentality within the team
• Leading, coaching and mentoring the Residential Concierge team to achieve successful outcomes and KPIs
• Recruitment, training and performance management of the team, ensuring alignment to service standards

You’ll have:

• Demonstrated experience in a leadership role within a premium Hotel, Concierge or Residential environment
• Significant experience in driving superior service standards, without impacting quality or consistency
• Strong operational acumen and knowledge, with strong ability to embed this within the team
• An impeccable level of customer orientation and presentation, with strong communication skills
• Exceptional time management, with ability to problem solve and manage multiple priorities
• Working experience of the OPERA PMS and/or MyBOS Building Management software advantageous
• Excellent skills across the Microsoft Office suite of products (Word, Excel, SharePoint, Teams)

What we offer you:

• A competitive salary + superannuation + bonus (based on individual and company performance)
• Opportunity to be part of a high-profile leadership team within an iconic luxury brand
• Complimentary meals at our on-site staff restaurant (variety of hot foods, salad + sandwich bar, fruit and pastries)
• Generous discounts across Crown hotels Australia wide, as well as our restaurants and bars
• A tailored uniform, that’s washed and laundered free for every shift by our on-site wardrobe team
• Opportunity to take part and be rewarded in Crown’s group-wide recognition and awards program
• Ability to be an active member and contribute to Crown’s community, diversity & inclusion committees
• Access to discounts with various corporate partners across insurance, heath & wellbeing, fashion, banking & finance, technology and more

To be considered, you must have permanent and unrestricted Australian working rights.

Additional Information

What you can expect from us

On top of exciting career possibilities, we offer better exposure to experiences and learning. To see our range of benefits and opportunities visit Crown Resorts Careers.

Our Crown Community celebrates uniqueness and embraces diversity. We welcome the creativity, insights and experiences from people of different race, age, religion, cultural background, gender, people with disability, people who identify as LGBTIQ+ and Aboriginal and Torres Strait Islander; people like you.