The position is responsible for handling all benefits pertaining to the Unit Owners of the Raffles Residences Makati. The OBM ensures proper liaising of Owner booking requests to the respective VIP Concierges of the different Raffles/Fairmont. The primary focus of this role is to ensure that all benefits are enjoyed by the Owners and residential operations exceed service standards in all unit owner and partner contact areas and will act as a strong liaison between Raffles and the Unit Owners.
The Owner Benefits Manager also assists the Director of Residences and Owner Services Manager in overseeing residential operations at Raffles Residences. The role oversees operational areas such as the Condominium Corporation (CC) policy administration, residential common area soft services, engineering & maintenance, security & human resources.
Primary Responsibilities
ASSIST DIRECTOR OF RESIDENCES IN OVERSEEING RESIDENTIAL OPERATIONS AT THE RAFFLES RESIDENCES. THIS INCLUDES STRENGTHENING POSITIVE RELATIONS WITH THE UNIT OWNERS AND OTHER STAKEHOLDERS, MINIMIZE COMPLAINTS AND ATTEND TO THEIR NEEDS ON A TIMELY MANNER
Act as a Supervisor to the Concierge and Bell teams
Clearly demonstrate to owners and colleagues a commitment to service excellence through the effective implementation of high management standards at all times.
Maintain a consistent focus on improving the overall flow of residential operations, seeking ways to maximize and improve the operation through productivity management
Ensure that SOPs have been thoroughly understood and actioned by the Owner Services Team
Strengthen positive relations with the unit owners/ residents by taking action to attend their needs, follows through on their requests, inquiries, concerns and complaints in a timely manner (ensure technical and maintenance related issues are properly coordinated and addressed to owner's satisfaction)
Ensure complete visibility of Raffles Residence leaders and colleague relations with the owners under the rental program during their stay
Reinforce cocktail party for owners/ residents
ENSURE TO INCREASE BRAND AWARENESS
Increase Reciprocal Use Program enrollments annually (applicable to owners under the Rental Program)
Ensure to touch base will all owners who enrolled in the Reciprocal Use Program and attend to their requests/needs on a timely manner
Ensure to get feedback from owners to gauge their interest in the program and to ensure repeat business as well as gain new businesses from other Unit Owners
Encourage all owners to book and stay at FRHI properties and other Accor hotels when travelling abroad to experience the exclusive privileges and benefits.
Work closely and maintain good relationships with VIP Concierge to ensure preferential rates and other privileges are extended to the unit owners.
PROVIDE ASSISTANCE TO THE DIRECTOR OF RESIDENCES TO ENSURE CONDOMINIUM CORPORATION’S ANNUAL BUDGET IS MAINTAINED AND ACHIEVED THROUGH 100% COLLECTION OF ASSESSMENT FEES, UTILITIES AND OTHER INCIDENTAL CHARGES
Work closely with the Director of Raffles Residences and finance department to ensure that monthly financial reporting is on time and accurate.
Assist in ensuring timely collection of assessments and all other charges and strict execution of penalties and interest due to late payment
Ensure operational expenses are aligned with the Condo Corp budget through power/ energy savings programs and productivity management such as proper monitoring of supplies requisition and proper forecasting of schedule depending on needs and occupancy
Encourage the team to take individual ownership of all the areas in order to avoid frequent repairs or maintenance and excessive power consumption
Consistently promotes hotel facilities and services so Unit Owners will avail of them
STRENGTHEN RELATIONSHIPS WITH COLLEAGUES
Assist the Director of Residences/Owner Services Manager in facilitating daily briefings and monthly departmental meetings.
Assist in ensuring EES target score is achieved by the Department
Maintain an open door policy, frequently communicate, provides clear performance expectations and regular feedback
In consultation with the Director of Residences/Owner Services Manager, oversee the performance of the owner services team, common area housekeeping service and engineering department. This includes preparing and conducting the annual review for Raffles colleagues.
Lead by example, build trust and motivate colleagues to continuously deliver outstanding service and works together as a team
Ensure right tools are available for colleagues to perform their jobs effectively
