Director of Residences

pbWelcome Home to the Falkensteiner Resort Lake Garda in Saló /b pFalkensteiner Resort Lake Garda brings contemporary elegance to one of Italy’s most graceful destinations. Surrounded by botanical richness and in harmony with the gentle rhythm of the lake, this resort blends thoughtful design with natural beauty. Built to 5‑star standards, the hotel and private residences sit within a landscape that provides space for relaxation, exercise and new inspiration – all year round. /p h3About the Role /h3 pThe Director of Residences is responsible for the end‑to‑end operation and administration of the Residences, acting as the on‑site leader for all residential matters and ensuring compliance with, and fulfillment of, all Falkensteiner obligations related to the administration and operation of the Residences and associated legal entities. /p pThis is a hands‑on leadership role combining strategic oversight with operations execution, including concierge‑style services, owner relations, rental management, and governance responsibilities. /p pThe Director ensures seamless coordination between residence owners, guests, the property management company, and the hotel while safeguarding Falkensteiner brand standards. /p pThis role initially operates as a stand‑alone function and requires a high degree of autonomy and hands‑on involvement across all aspects of residence operations. The function will evolve to include additional team members (e.g. concierge/reception, residences manager among others). /p pThe role reports to the Resort General Manager, has a dotted line to the Residences Business Unit Leader, and works closely with Falkensteiner HQ Residential Team. /p h3Key Responsibilities /h3 ul liServe as the primary on‑site point of contact for all residence owners and their guests, personally delivering and overseeing concierge‑style and a la carte services /li liManage owner reservations, guest registrations, and access to services, ensuring only authorized users benefit (including service fee control) and a smooth arrival and stay experience /li liDeliver an exceptional, personalized owner and guest experience, handling complaints proactively and acting on owner feedback trends to drive continuous improvement /li liLead owner onboarding, orientation, and move‑in/move‑out, and foster owner community engagement through structured communications, events, and lifestyle programming /li liMaintain the highest standards of discretion, confidentiality, safety, and security, and develop and refine residences policies, SOPs, and service protocols in line with house rules and condominium regulations /li liIssue and manage rental agreements and service contracts, including renewals, extensions, and terminations, in line with local regulations and company policies /li liCoordinate short‑term rentals, owner usage, and rental allocation, ensuring proper guest registration and alignment with legal requirements /li liEnsure all rental activity complies with local letting, tourism, registration, privacy, and other applicable requirements, and maintain full control over contract documentation, ownership changes, and unit transfers /li liSupport rental program strategy through rate positioning, inventory allocation, and performance tracking to optimize owner participation and asset returns /li liOwn residences‑related revenue streams and oversee the commercial performance of the rental program overall and by unit /li liEnsure accurate billing and invoicing of mandatory resort‑related fees, monitor operating costs, and support budget control /li liSupport annual operating budgets, forecasts, and long‑term reserve planning, and review HOA budget structures (currently managed externally) /li liTrack, analyze, and report operational and commercial KPIs, with transparent performance updates to management and relevant owner bodies /li liRepresent Falkensteiner in the Homeowners Association as key liaison between HOA, owners, and Falkensteiner, ensuring compliance with condominium rules, bylaws, and governing documents /li liPrepare materials for HOA and owner meetings, coordinate owner communications and reporting, document decisions, and follow through on action items, maintaining transparent owner communication platforms /li liManage and control the external property management company and all third‑party providers, including housekeeping, ensuring accountability, service quality, and compliance with agreed standards /li liConduct regular inspections and enforce corrective actions; ensure on‑site staff are presentable, trained, and aligned with quality, presentation, and grooming standards; and manage vendor contracts, service agreements, and performance reviews for scope delivery and cost control /li liEnsure seamless integration with hotel operations (FB, Spa, Engineering, Housekeeping) with clear service‑level expectations, and work closely with Falkensteiner HQ on standards and reporting /li liSupport pre‑opening and operational