Director Of Resident Services For The Avenue

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For its first ever property in the Pacific Northwest, InterContinental® Hotels & Resorts debuts a luxurious property with more than 200 guest rooms, Grand and Junior Ballrooms, lobby bar, a gym, and a dedicated concierge team.

Position Title:Director of Resident Services (HOA & Community) 
Location:Bellevue, WA 
Reporting To:General Manager 
Status:Exempt, Full-Time 
Salary:$110,000 - $130,000/year + bonus

The “Avenue Bellevue” development is looking for a Director ofResident Services / HOA & Community Association to manage and activate the 2 residential HOA associations duties in the newly constructed mixed-use residence project consisting of 365 luxury serviced condominium units in two towers opening November/December 2023, surrounded and in synergy with the 208 rooms and suite first class “InterContinental Hotel Bellevue”, convention center, several restaurants, 1.000 unit parking garage and extensive 80.000sf luxury retail space. 

EMPLOYEE OWNER POSITION PURPOSE: 

The Director ofResident Servicesis responsible for the management and support of community associations (primarily HOAs), including, but not limited to: daily operations for the entire facility management, a world-class 24hours concierge service,  regular interaction with and support of Board of Directors, members/homeowners/vendors, meeting attendance, budget preparation, and overall community business and facility management. 

JOB DUTIES AND RESPONSIBILITIES: 

• Manage a portfolio of 2 separate communities that includes a total of 365 condominiums and co-support for the umbrella Master HOA 
• Integration, communication and synergy support of the other existing entities within the Avenue complex (Retail, Garage etc.) 
• Integrated management and utilization of the partly shared service supplying division of the hotel (IT, maintenance, housekeeping, finance, operations etc.) 
• Support of the retail sales team in a flawless condominium sales procedure 
• Buyer/tenant pre-welcome preparations and luxury hand over/arrival experience  
• Guide, assist, and recommend a course of action for Board members to conduct business using Leadership Management 
• Provide management services in compliance with the terms of the management contract 
• Set up and maintain all SOPs for operations, owners communication etc. 
• World class concierge- service-management organization 24-7-365 
• Facility- management including housekeeping and engineering coordination 
• Team management including weekly schedule 
• Daily reporting to management in writing and personal briefing  
• Weekly- and monthly reporting including P&L presentation 
• Monthly forecast-, budget- and P&L update  
• Provide complete annual-opening budget, operating budget management, fiscal management, including, but not limited to: reviewing and approving invoices, coordinating tax preparation and reserve study updates, and reviewing completed financial statements for accuracy prior to distributing to the Board each month 
• Development of set of templates for pre-sales, welcome-orientation, stay and post-stay matters 
• Assist Board and homeowners with problem resolution 
• Conduct site reviews and provide oversight of related compliance matters 
• Review and submit requests for vendor bids and contracted services 
• Attend association meetings, including, but not limited to: annual, turnover, and Board 
• Prepare Board packets, agendas, and calendars in preparation for scheduled and unscheduled meetings 
• Communicate in-person, telephone, and/or via email to Board members, homeowners, and vendors regarding community business in a timely manner 
• Maintain current knowledge of governing documents, applicable state statutes, and local ordinances that apply to each assigned community 
• Oversee all aspects of the client's relationship with our Company to ensure success and retention 
• Work independently, with little oversight, and with accountability to executive management for the end result achieved 
• Demonstrate a positive attitude and ownership mentality; we believe each employee can build his/her own future 
• Share afterhours emergency phone duties (as directed by your supervisor; for CAMs and above) 
• Other duties and special projects as assigned 

QUALIFICATIONS: 

• High School Diploma (or equivalent); Associate's Degree preferred 
• Solid knowledge of Microsoft Outlook, Excel, and Word 
• Experience in HOA software (AppFolio, BuildingLink, etc.) 
• Strong leadership abilities and comfort with public speaking (small and large groups) 
• Conflict resolution skills 
• Ability to meet deadlines and address time-sensitive issues 
• Superior multi-tasking skills 
• Excellent written and verbal communication 
• Ability to provide high-level customer service with astute attention to detail and organization 
• Must be a team player 
• Ability to manage workflow amid shifting priorities