Communications and Hospitality Manager

The Hospitality Manager will oversee the management of the Estate’s internal and external communications, marketing efforts, member facilities and guest relations. This role involves managing daily operations and supervising relationships with multiple service providers.

KEY RESPONSIBILITIES:

Communication:
• Internal: Write and distribute communications to staff to keep them informed and up-to-date.
• Members: Use the Estate App to research, write, and send relevant communications to members.
• Stakeholders: Coordinate, write, and distribute clear and concise media releases, feature stories, opinion articles, and advertorials.
• Design, write, and produce presentations, press releases, articles, newsletters, reports, and social/web content.
• Address enquiries from residents, the public, the press, and other media outlets.

Short-Term Rental Management:
• Oversee and coordinate short-term rental bookings, ensuring smooth check-ins and optimal guest experiences.
• Ensure short-term rental agents comply with guidelines.
• Track and report overtime for short-term rental agents monthly.
Service Level Agreement (SLA) Management:
• Monitor and manage SLAs with external contractors (Restaurant and gym operators, Lifeguards and Emergency Services), ensuring they meet the agreed-upon standards and address any concerns promptly.
• Collect and compile reports from service providers, such as mystery shopper evaluations and SLA performance reviews.
• Ensure that all contracts, are negotiated and renewed or tendered when required.
General Administration & Compliance:
• Oversee the preparation, monitoring, and management of departmental budgets.
• Monitor compliance with all relevant regulations and ensure renewals are timely.
• Ensure that required documents, such as invoices and maintenance reports, are submitted to accounts in a timely manner.
• Assist with the organization of member engagements and AGMs.

QUALIFICATIONS & SKILLS:
• Proven experience in facilities management, hospitality, or event coordination.
• Strong organizational skills with the ability to manage multiple tasks and service providers.
• Excellent communication and interpersonal skills.
• Ability to solve problems efficiently and manage emergencies when they arise.
• Strong understanding of service provider relationships and SLA management.
• Passion for enhancing guest and resident satisfaction.

JOB REQUIREMENTS:
• Bachelor’s degree (Marketing, Hospitality, Journalism, or similar)
• Minimum 5 years experience
• Experience in PR/Communications