Residences Manager (Appartments)

AccorHotels Middle East; Dubai; On-site; AED 1,500,000 - 2,000,000; Full time

Job summary

Mama Shelter Dubai is seeking a Resident Manager to be the heart of the residential experience, overseeing operations and leading your Gang to deliver seamless, personal stays for residents.

You'll build genuine relationships with long-term residents, manage leasing activities, occupancy, and revenue metrics, while maintaining high standards of cleanliness, safety, and service across all residential spaces.

Qualifications

• Leadership demonstrated in a high-volume hotel or hospitality setting.
• Genuine passion for guest experiences and service excellence.
• Strong problem-solving with calm, creative decision-making.
• Understanding of occupancy, revenue, costs, and operations performance.
• Ability to stay composed under pressure and manage changing demands.
• Team player who supports and develops a cohesive team.
• Honesty, professionalism, accountability, and respect in leadership.

Responsibilities

• Oversee day-to-day residential operations and lead the Gang with energy and confidence.
• Build genuine relationships with long-term residents and ensure warm, personal interactions.
• Lead, coach, and develop the residential services team across Housekeeping, Maintenance, and Concierge.
• Oversee leasing activities, renewals, occupancy records, and tenant relations.
• Monitor occupancy, revenue, billing, rates, discounts, and costs to support financial performance.
• Ensure residential units and facilities meet high standards of cleanliness, safety, and regulatory compliance.
• Resolve operational challenges in collaboration with the GM and department heads.

Skills

Leadership

Hospitality

Problem-solving

Business acumen

Teamwork

Integrity

Job description

Company Description

Founded in 2008 by Serge Trigano and his sons Jérémie and Benjamin (co-founders of Club Med), Mama Shelter is a creator of living spaces and a daily director!

These are atypical places, where everyone feels at home, places born of a blend of influences, freedoms, sensations and emotions. Each Mama tells the story of the city in which it is located, and all influences blend together. We offer our guests a joyful atmosphere and exceptional service at an affordable price.

More than just rooms and restaurants, Mama Shelter is a dynamic, a vibe: they are true urban refuges, not only aesthetically pleasing and modern but also popular, welcoming and sexy.

Whatever your role, we're all here to make the customer experience as unforgettable as possible.

Our mission: to bring little moments of happiness to people.

Our growth has enabled us to offer our teams great career paths through internal development and international mobility, and it's not a question of diplomas or years of experience.

Mama Shelter is part of Ennismore, a creative hotel group rooted in cultures and destinations, with a global portfolio of brands. Ennismore is a joint venture with Accor, founded in 2021.

Job Description

Bring your passion for hospitality, leadership, and creating a true home-away-from-home experience to Mama Shelter Dubai! As our Resident Manager, you'll be the heart of the residential experience, looking after our residents, leading your Gang, and making sure every stay feels seamless, personal, and unmistakably MAMA.

• Be the Captain of the Residence: Oversee the day-to-day residential operations, leading with passion, energy, and confidence while creating an environment where residents and the Gang love to be.
• Create a Home Away from Home: Build genuine relationships with our long-term residents, anticipate their needs, and ensure every interaction is warm, personal, and memorable.
• Lead by Example: Be present, approachable, and hands-on, inspiring your team through action and setting the standard for exceptional residential service every day.
• Build a Rockstar Gang: Lead, coach, motivate, and develop the residential services team, including Housekeeping, Maintenance, and Concierge, creating opportunities for growth and teamwork.
• Own the Resident Journey: Oversee check-ins, check-outs, requests, concerns, and follow-ups, ensuring every resident feels heard, valued, and well looked after.
• Master the Business: Monitor occupancy, revenue, billing, rates, discounts, inventory, and operational costs while supporting the financial performance of the residence.
• Keep Everything Running Smoothly: Ensure residential units, communal areas, amenities, and facilities are maintained to the highest standards and that issues are resolved quickly.
• Champion Quality & Safety: Ensure all residential operations meet the highest standards of cleanliness, health, safety, and regulatory compliance.
• Own the Leasing Experience: Support and oversee leasing activities, renewals, agreements, occupancy records, and tenant relations while ensuring all contracts and policies are followed.
• Control the Details: Keep accurate records, monitor operational costs, follow up on maintenance, and ensure every detail of the residential operation is under control.
• Be the Problem Solver: Work closely with the General Manager and all department heads to resolve challenges, improve operations, and find creative solutions that make life easier for our residents.
• Protect the Mama Vibe: Bring the MAMA Spirit to the residence by creating a positive, energetic, and welcoming environment where residents feel part of the community.

Qualifications

• Leadership comes naturally: You have 2–3 years of leadership experience in a high-volume hotel or hospitality environment and know how to bring out the best in your Gang.
• Hospitality is in your DNA: You genuinely enjoy looking after people and creating experiences that make residents feel at home.
• Problem-solving is your superpower: You’ve never met a problem you couldn’t find a solution to. You stay calm, think creatively, and make things happen.
• You understand the business: Occupancy, revenue, costs, billing, and operational performance are all part of your game.
• You stay cool under pressure: unexpected requests, busy days, and last‑minute challenges? You know how to handle them with confidence and a smile.
• You believe great teams build great experiences: You’re a team player who isn’t afraid to roll up your sleeves, support your Gang, and get stuck in.
• Integrity is non-negotiable: You lead with honesty, professionalism, accountability, and respect.

Additional Information

YOUR LITTLE EXTRAS:

• You’re reliable and consistent: When you say you’ll deliver, you always follow through.
• You’re a people person: Guests and teammates love your positive, approachable vibe.
• You build connections: You take time to know your guests, creating lasting impressions.
• You light up the room: Your energy lifts everyone around you, making work a joy.
• You’re all about the team: From supporting your colleagues to creating a family-like atmosphere, you make it happen.