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:

Your West Coast home away from home. Rolling foothills and postcard-worthy views of sun and surf surround our idyllic Residence Club, where families and pleasure-seekers of all ages come to play. Tucked away in the laid-back coastal town of Carlsbad, California, just half an hour north of San Diego, it offers miles of uncrowded beaches and some of the best golf courses in North America. Allow our pre-arrival Concierge to stock your villa’s kitchen fully, sign up for group classes in our open-air Yoga Pavilion and stay as long as you’d like.

About the role

At Four Seasons Residence Club Aviara, the Assistant Director of Residences provide leadership and management for all aspects of the Owner Services operation. 

What you will do

Planning 

Conduct regular tours of the Residence Club and make recommendations for as well as note deficiencies and ensure corrective action is taken.

Meet on a regular basis with Owner Services Assistant Manager and non-management employees.

Develop profit improvement ideas, policies and procedures and implement them with approval of the Director of Residences.

Assist in ensuring that Owner Services department is appropriately staffed to handle demand periods and that staff are well trained, polite and conduct themselves in a professional manner.

Ability to develop, with the aid of key personnel, strategies and programs to ensure attainment of the Residence Club goals and objectives.

Ability to prepare a comprehensive annual operating Owners Services plan.

Participate in the preparation of a capital expenditure plan/reserve study plan.

With the aid of the Director of Residences and other key personnel, prepare a comprehensive Owner communication and department event (i.e. FSAC Issuance, Exchange Draw, WuFoo forms, etc.) outline in order to stay on track with these procedures. 

Organizing 

Coordinate and manage the day-to-day operations of the Owner Services department.

Control all reservations in conjunction with the Owner Services Assistant Manager, Front Office Manager, Guest Experience Team and ensure special handling of top corporate clients, VIPs.

Ensure all Four Seasons Residence Club Aviara Policies and Procedures are followed and are compliance with the Association Governing Documents.

Conduct weekly meeting with Owner Services Assistant Manager to discuss operational challenges, opportunities and to improve or maintain an excellent communication flow.

Monitor and review the Owner Services labor report

Participate in review of the monthly profit and loss statement

Monitor all standards in the Residence Club to ensure they are in compliance with the Association Governing Documents and enforced.

Implement performance planning and review all Owner Services personnel, according to established performance standards and mutually agreed upon results to budgeted plans.

Assist Director of Residences in the preparation for and management of HOA Board Meetings.

Attend and participate in the HOA Board Meetings. 

Administration 

Set forth clear guidelines and ensure that these are adhered to within Owner Services and other departments.

Implement and develop training programs in Owner Services department to produce in-depth qualified personnel, to retain staff, and to prepare for vacancy and/or transfer requirements.

Set forth minimum acceptable standards of quality, operation and service as a benchmark point for the Owner Services operation.

Supervise and support Owner Services Assistant Manager in carrying out their operating responsibilities and tasks, coordinating efforts and establishing priorities where necessary. 

Leadership 

Meet with the Director of Residences on a regular basis to review staffing requests, morale, and disciplinary situations.

Aid in the development of existing personnel and assist in the recruitment of Owner Services employees.

Have a thorough understanding and ability to explain Residence Club Governing Documents (CC&Rs, Bylaws and Rules and Regulations).

Participate in the preparation of the HOA budget.

Respond appropriately in the event of any residential emergency or safety situation as part of the Emergency Response Team and comply with all local codes and ordinances with a focus on resident and employee safety.

Represent the interests of the Residence Club and of its personnel in a fair, impartial and equitable manner.

Conduct oneself in an ethical and exemplary manner that encourages like manner and conduct.

Lead with intellectual and emotional maturity, demonstrating a personal philosophy of life and work habits, practicing consulting supervision and observing ethical business practices.

Handle Owner complaints keeping senior management well informed of any problems and action taken.

Working/External Relationships 

Cooperate effectively with peers and employees sharing mutual interest, concerns, advice and specialized knowledge.

Convey clear instructions/guidance with proper intent to achieve a unity of purpose. 

Cooperate effectively with peers and associates sharing mutual interest, concerns, advice and specialized knowledge.

Convey clear instructions/guidance with proper intent to achieve a unity of purpose. 

Establish working relationships that will attain a high-level employee morale.

Attend functions, social and/or business, to help develop a rapport and to establish credibility within the Residence Club Owners, local community and guests.

Maintain a solid working relationship with the Residence Club owners.

Personally meet and interact with owners, review all written owner comments and follow up on any Owner service/product issues or needs.

Display at all times a friendly, courteous and professional manner in dealing with owners, guests and other employees.

Perform other tasks or projects as assigned by management.

Legal/Financial Responsibilities

Educate owners regarding their entitlements as it relates to their specific ownership and legal agreements in order to enhance their experience.

Demonstrate an understanding of all legal agreements pertaining to the operation of the residence club and HOA.

Participate in HOA budgeting

Aid the Director or Residences in the preparation/organization of all Quarterly and Annual meetings.

Make suggestions for improvements in overall operations with an emphasis on increasing Owner satisfaction, revenue and reducing costs.

Attend monthly Residence Club P&L reviews for understanding in order to confidently communicate the information to Owners when necessary.

Owner Inventory & Rental Programs

Collaborate with Revenue Manager to forecast owner inventory and keep department heads well informed of any changes.

Periodically provide Revenue Manager insight on Owner occupancy/inventory in assistance with preparation and distribution of occupancy and revenue forecasts.

Recommend and implement Owner inventory controls that generate the most effective use of available Owner time.

Collaborate with the Revenue Manager and Sales team to identify and develop yield strategies to increase Owner occupancy and revenue contribution.

What you bring

Reading, writing and oral proficiency in the English language.  

Degree required or equivalent experience 5-10 years in Residential Operations and/or management.

Finance and Legal competency. 

Professional and courteous attitude; deals effectively with all levels of internal and external contacts. Ability to work with sensitive material and maintain confidentiality.  

Takes initiative and demonstrates sound judgement.  

Handles pressure and manages multiple tasks with time constraints.

Understanding of Project management and Sales and Revenue management. 

Understanding of systems including Opera Property Management System, @home (Ownership Management System) and Purchasing systems. 

What we offer

Salary Range: $70,000.00-$80,000.00 plus Annual Incentive Plan

401(k) Retirement Savings Plan 

Excellent training and development opportunities 

Exclusive discount and travel programs with Four Seasons Hotels and Resorts 

Complimentary dry cleaning for employee uniforms 

Complimentary employee meals 

Schedule & Hours

Full Time

Days

Four Seasons is an Equal Opportunity, Affirmative Action employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply. To access the 'EEOC is The Law' Information poster please visit this website - https://eeoc.gov/sites/default/files/migrated_files/employers/poster_screen_reader_optimized.pdf