View Vacancy – Residence Manager

Main purpose of job:

The British Embassy Santiago is seeking to appoint a Residence Manager, to be based at the historic British Residence in Las Condes. 

The successful candidate will lead the Residence team (including the Chef, Chambermaid/hospitality assistant and grounds maintenance assistant). The primary responsibility is to ensure that the Residence and its estate are maintained to the highest possible standard and that the services it provides to the Ambassador’s guests and visitors serve as a showcase for British excellence.

He or she will work closely with the Ambassador, the Ambassador’s spouse, the Ambassador’s Executive Assistant, and the Embassy’s protocol, security, finance and estates management teams.

This is a challenging position that requires excellent inter-personal and organisational skills and strong customer focus.

Residence Management (45%)

• Regular meetings with the Ambassador to ensure the efficient planning and management of the Residence’s forward programme of events, maintenance and improvement projects.
• Compilation of an annual Residence budget and spending profile at the start of each financial year, submission of monthly expenditure reports, monitoring/adjustment of spend against profile.
• Management and supervision of Residence maintenance projects delivered through the Embassy’s maintenance team, ensuring they deliver on time and on budget to the required specification.
• Working with the Embassy’s Health, Safety and Wellbeing Officer, ensure maintenance of hygiene, health and safety standards at the Residence and support for staff wellbeing.
• Work with the Embassy’s procurement officer to ensure value for money in all Residence expenditure: seeking opportunities to make savings (e.g. in contracted services, food and household purchases).
• Responsibility for monitoring and control of Residence inventories and assets.
• Maintenance of accurate records of Residence activity and tools such as Residence forward programme, contact database, and statistics on the number of events organised and guests/visitors at the Residence.
• Working with the Gardeners and external contractors, ensure the Residence gardens and amenities are maintained to a high standard, following an annual calendar of work, and that Residence produce remains a part of our offer to guests and visitors.

Events Planning and Execution (35%)

• Oversee the set-up, execution and breakdown of all functions in the Residence, supporting the host in welcoming guests and supervising service throughout.
• Manage and supervise all commercial events including proposals, cost estimates, questions from sponsors, accounting, and payments.
• Organise and co-ordinate all aspects of the Ambassador’s hosted events to a high level of professionalism, creativity and value for money, working effectively with relevant Embassy staff.
• Work closely with organisations, companies and any other associations, which occasionally use the Residence as a venue for functions, generating revenue for the Embassy where appropriate.
• Plan and manage the Ambassador’s programme of hospitality at the Residence.
• Work closely with the Ambassador’s Executive Assistant, and spouse, regarding scheduling and any other issues relevant to the Residence or the Ambassador’s engagements.
• Work with outside companies and individuals to ensure they fully understand and comply with Embassy guidance when organising events at the Residence.

Staff Management (20%)

• Overall supervision of Residence staff, with direct line management responsibility for the Chef, Chambermaid/Hospitality Assistants, Grounds Maintenance Assistant, to ensure a high quality of service to guests and customers.
• Regular meetings with all staff to ensure they carry out their duties efficiently and effectively, and to identify learning and development needs.
• Development of training programmes, responding to individual development needs, to support continuous professional development, and to ensure accurate understanding and implementation of essential standards (especially hygiene, health, safety and security).

Resources managed:

Line Management of 4 direct reports (Chef, 2x Chambermaids/Hospitality Assistants, Grounds Maintenance Assistant)

• Minimum of 5 years of experience in similar position with exposure to event planning and management. A relevant qualification in the hospitality, events and/or project management fields is desirable.
• Outstanding customer service experience, putting guests and clients at the heart of everything you do.
• The ability to work independently and to react calmly to situations which may arise without constant supervision.
• A good knowledge of accountancy, finance and reporting processes.
• Ability to plan, manage and deliver successful events, multi-tasking and working calmly under pressure.
• Excellent staff management skills and effective communication.
• A strong team player, able to work collaboratively with others to get results.
• Excellent problem-solving skills. Ability to anticipate and take initiative to avoid problems or fix them, and to use information and experience to solve problems effectively.
• Good project management skills and an understanding of standard operating procedures.
• Willingness to work flexibly, including in the evenings, and rarely at weekends. The Embassy operates a comprehensive flexible working policy and offers Time Off In Lieu of additional hours worked to ensure a fair work/life balance.
• A readiness to learn and develop, and to take advantage of the Embassy’s strong Learning & Development offer as well as opportunities to learn from and share best practice with fellow Residence Managers in the UK’s global diplomatic network.
• Language requirements: fluent written and spoken English and Spanish (minimum level required C1 under the CEFRL or equivalent).