Head of Resident Relations, Services

The Head of Resident Relations, Services & Marketing Communication is responsible for overseeing all aspects of resident experience, service delivery, and satisfaction within the Resort. This role ensures that all residents receive exceptional hospitality, personalized service, and consistent support aligned with five-star hotel standards.

This position leads the Lifestyle & Wellness Executive and Front Desk team, manages day-to-day interactions, addresses concerns, and enhances the overall lifestyle experience. The role also serves as the primary representative for public and media relations, ensuring professional communication, brand alignment, and positive external engagement. In addition to core responsibilities, the role must multitask across various departments including Lifestyle & Wellness, Food & Beverage, Customer Service, and Front Desk to ensure seamless service coordination and operational excellence.

1. DUTIES & RESPONSIBILITIES

Resident Relations & Experience Management

· Serve as the main point of contact for residents' needs, concerns, and feedback.

· Develop and implement resident engagement strategies to enhance satisfaction and well-being.

· Maintain close communication with residents and their families, addressing issues with professionalism and empathy.

· Ensure all resident touchpoints reflect luxury hospitality standards.

Service Delivery & Operations

· Oversee daily operations of Resident Relations & Services.

· Coordinate with Front Desk, Housekeeping, F&B, Maintenance, and Lifestyle & Wellness teams to ensure smooth service delivery.

· Conduct regular service quality audits, walk-throughs, and inspections to maintain high standards.

· Ensure all resident requests, complaints, and incidents are logged and resolved promptly.

Lifestyle, Wellness & Community Engagement

· Support the Lifestyle & Wellness officer in planning and executing programs, activities, and events.

· Monitor resident participation and wellbeing indicators.

· Encourage community engagement to promote a positive living environment.

Food & Beverage Coordination

· Liaise with the F&B department to ensure residents' dietary requirements, meal preferences, and special requests are met.

· Oversee resident dining experience quality and service consistency.

· Maintain close coordination for events or special occasions.

Customer Service & Front Desk Collaboration

· Support the Front Desk in managing check-in/check-out procedures for new residents.

· Ensure accurate communication of resident information, preferences, and service expectations.

· Reinforce hospitality standards and grooming guidelines across customer-facing teams.

Leadership & Team Management

· Train, mentor, and supervise the Lifestyle & Wellness team.

· Develop SOPs, guest service guidelines, and communication standards.

· Manage staff schedules, performance reviews, and continuous improvement initiatives.

Administration & Reporting

· Prepare monthly resident satisfaction reports, incident summary reports, and departmental performance updates.

· Maintain accurate records, documentation, and compliance with regulatory requirements.

· Support management in budgeting, cost control, and resource planning.

Public & Media Relations

· Serve as the official spokesperson for the residence on matters related to resident experience, services, and community engagement.

· Manage internal and external communications to maintain a consistent and positive brand image aligned with luxury hospitality standards.

· Build and maintain professional relationships with media representatives, community partners, government bodies, and industry stakeholders.

· Coordinate PR activities including press releases, media visits, interviews, public statements, and crisis communication messaging.

· Work closely with the Marketing/Marcom team in Singapore to support promotional campaigns, resident stories, community programs, and special events.

· Ensure communication materials are accurate, timely, and aligned with company branding.

· Support the planning and execution of VIP visits, public events, or media-related engagements on-site.

· Monitor media coverage and public sentiment, providing monthly reports and action recommendations to senior management.

2. KEY PERFORMANCE INDICATORS (KPIs)

Resident Satisfaction & Experience

• Resident Satisfaction Score: Minimum 85% positive feedback.

• Response Time to Resident Requests: 95% within 25 minutes.

• Resolution Time for Complaints: 90% resolved within 24 hours.

Operational Efficiency

• Service Delivery Accuracy: Zero missed follow-ups or unresolved service tickets.

• SOP Compliance: 100% adherence during audits.

• Interdepartmental Coordination Efficiency: Measured through monthly cross-department review.

Lifestyle & Wellness Support

• Program Participation Rate: Minimum 60% resident engagement.

• Event Execution Quality: Zero major service lapses.

• Resident Wellness Feedback: Improvements shown in monthly surveys.

Food & Beverage Support

• Meal Service Accuracy: 98% accuracy on dietary and preference requirements.

• Resident Dining Satisfaction: Minimum 85% positive feedback.

Team Leadership & Development

• Training Completion Rate: 100% staff trained in service standards.

• Staff Performance Rating: Minimum 80% meeting or exceeding expectations.

• Staff Retention Rate: Target above 90%.

Administration & Reporting

• Timeliness of Reports: 100% submitted on schedule.

• Accuracy of Documentation: Zero compliance issues.

Media & Public Reputation

• Positive Media Coverage Rate: Minimum 90% favorable or neutral sentiment.

• Media Response Time: All inquiries responded to within 24 hours.

• Crisis Communication Response: 100% adherence to protocols.

Engagement & Visibility

• Media Engagement Activities: Minimum 1–2 coordinated PR initiatives per month.

• Stakeholder Engagement Score: ≥ 85% satisfaction from key external partners.

Communication Quality & Consistency

• Accuracy of Information: Zero incidents of misinformation.

• Brand Alignment: 100% compliance with brand guidelines.

Operational & Reporting Efficiency

• PR & Media Reports: 100% submitted on time.

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Event Execution Quality: Zero major communication lapses during media visits or public-facing events.