Job Summary

The Director, Residential House Management is responsible for leading and integrating all residential service functions across the UHNW property. This position oversees a team of 20+ staff across Housekeeping, Events, Fleet Operations, and Procurement while maintaining a dotted-line relationship with Guest Experience and Culinary, ensuring seamless coordination across all service touchpoints for both staff and guests.

This individual operates as a senior leader, setting standards, building systems, and developing teams that deliver a consistently exceptional experience. The Director brings strategic vision and hands-on execution capability, combining luxury hospitality expertise with sound operational discipline.

Key Responsibilities

Residential Operational Leadership

• Oversee all daily residential operations across the property, ensuring functional excellence, aesthetic consistency, and operational precision.
• Serve as the senior point of contact across Housekeeping, Events, Fleet, Procurement, and Guest Experience and Culinary (dotted line), ensuring integrated and seamless service delivery in close collaboration and alignment with mainland operations.
• Establish, implement, and continuously refine SOPs and service standards across all functional areas, with a commitment to luxury hospitality benchmarks.
• Identify operational gaps and implement scalable systems to improve efficiency, consistency, and anticipatory service.
• Ensure property readiness at all times, coordinating fit-ups for arrivals, event setups, and seasonal or on-demand changes.
• Partner cross-functionally with Culinary, Facilities, Security, Personal Services, and other teams to ensure cohesive day-to-day operations.

Housekeeping Management

• Lead and manage the Housekeeping team, setting daily priorities, coverage schedules, and performance expectations.
• Maintain the highest standards of cleanliness, organization, and presentation throughout all residential areas and guest-facing spaces.
• Oversee inventory management for household and housekeeping supplies, linens, and guest amenities; manage procurement in alignment with quality standards and budget parameters.
• Ensure proper care and maintenance protocols for luxury furnishings, finishes, and specialty surfaces.
• Conduct regular quality inspections and provide coaching and feedback to team members.

Events Coordination & Support

• Oversee planning, logistics, setup, and execution of on-property events and gatherings (and off property as applicable), from intimate family occasions to larger hosted functions.
• Manage vendor relationships for event-related services, ensuring quality execution and discretion throughout.
• Coordinate with Culinary and Guest Experience teams to deliver a cohesive, seamless event experience.
• Maintain event playbooks and documentation to support consistent, repeatable execution across occasions.
• Support post-event wrap-up, breakdown, and debrief processes to continuously improve delivery.

Fleet Operations Management

• Directly manage the Fleet team responsible for all property vehicles used by staff and guests, including ATVs, utility vehicles, and other on-property transport.
• Establish and enforce vehicle usage policies, scheduling protocols, and guest-facing fleet service standards.
• Ensure all fleet vehicles are properly maintained, clean, inspected, and operationally ready at all times.
• Oversee preventive maintenance schedules, coordinate with vendors for repairs, and maintain accurate fleet documentation and logs.
• Train and manage Fleet staff on safety standards, guest interaction protocols, and operational procedures.

Procurement Management

• Oversee all property procurement activities, ensuring timely sourcing and delivery of supplies, equipment, and services that meet established quality and budgetary standards.
• Maintain vendor relationships and ensure procurement policies, approval workflows, and inventory par levels align with organizational financial controls and mainland operations.
• Collaborate with department leads to anticipate procurement needs, plan for seasonal demands, and support event and arrival fit-ups.

Guest Experience & Culinary (Dotted Line)

• Maintain a dotted-line oversight relationship with the Guest Experience and Culinary functions, ensuring alignment with broader residential operations standards.
• Support the Guest Experience team in delivering personalized, anticipatory service for principals and guests.
• Provide operational resources, cross-functional coordination, and escalation support as needed to resolve complex or time-sensitive hospitality matters.
• Collaborate with Guest Experience leadership to align SOPs, staffing models, and service standards across the property.

Team Leadership & Development

• Lead, mentor, and develop direct reports and department leads across Housekeeping, Events, Fleet and Procurement.
• Build a culture of accountability, collaboration, service excellence, and continuous improvement.
• Support hiring, onboarding, training, and performance management across all supervised functions.
• Model professionalism, discretion, and a high-touch service mindset at all times.

Administration & Reporting

• Maintain operational documentation, service playbooks, and SOPs across all functional areas.
• Track and report on key operational metrics, team performance, and service quality.
• Manage vendor relationships, contracts, and procurement processes in alignment with organizational policies.
• Maintain strict confidentiality in all matters relating to the property, principals, and guests.

Qualifications & Experience

Required

• 8+ years of progressive experience in luxury hospitality, private estate management, or resort operations.
• 3+ years in a senior leadership or director-level role with direct team management responsibility.
• Demonstrated experience overseeing multiple operational functions simultaneously (e.g., housekeeping, events, logistics, fleet, procurement).
• Demonstrated experience managing procurement processes, vendor relationships, and inventory systems in a luxury hospitality or private estate environment.
• Deep knowledge of UHNW or luxury residential/hospitality service standards, protocols, and best practices.
• Excellent leadership, communication, and interpersonal skills with the ability to motivate and develop teams.
• Highly organized, detail-oriented, and capable of managing competing priorities in a fast-paced environment.
• Sound judgment, discretion, and unwavering commitment to confidentiality.
• Proficiency in Microsoft Office or Google Suite; comfort with operational systems and scheduling tools.
• Valid driver's license with a clean driving record.

Core Competencies

• Communication:  Communicates clearly and concisely, both verbally and in writing.  Shares important information with teammates, supervisors, and managers in a timely manner
• Trustworthiness and integrity: Acts with honesty and professionalism, always working in the best interest of the organization and guests.
• Critical Thinking:  Asks the right questions to properly assess situations.  Anticipates and responds to problems quickly and manages time effectively to keep operations running smoothly.
• Attention to detail:  Consistently produces high-quality work; listens carefully and follows instructions.
• Dependability: Consistently reliable, follows through on commitments, and maintains a strong work ethic.
• Initiative & Proactivity: Goes above and beyond standard expectations.  Addresses unexpected challenges or opportunities independently and without prompting.
• Teamwork: Builds positive relationships with coworkers, leaders, and external partners.  Considers the impact of actions on others and contributes to a cooperative, supportive team environment.

Work Environment & Expectations

Location: On-site

Schedule: Full-time; flexibility required to accommodate operational demands, events, and guest schedules.

Travel: Occasional travel to support other properties or off-site events as directed.

Physical Requirements: Ability to stand, walk, bend, and lift up to 50 lbs. Work occurs both indoors and outdoors in varying weather conditions. Must be able to drive company and utility vehicles.