Cape Town Region: Residences /Aparthotel Director posted by Mama Shelter Residences & Hotel I Cape Town

About the Role

As our Residences Director, you are the heartbeat of Mama’s residences — the one who makes every stay seamless, stylish, and unforgettable. You create homes, communities, and experiences that leave residents and owners raving. You lead and inspire your team, and keep everything ticking behind the scenes — while keeping Mama’s signature energy alive everywhere.

Key Responsibilities

• Lead and orchestrate the complete homeowner journey — from Handover , Welcome & Orientation , The Art of Living Well , Community , Seamless Living , to Rental Program management (if applicable).
• Make every moment memorable.
• Set and maintain Mama-level service standards through operational procedures that create “the grandest of feelings” .
• Build lasting relationships with homeowners. Be their go-to for all residential needs, lifestyle enhancements, and advice that makes life effortless and delightful.
• Oversee property operations — maintenance, security, concierge, housekeeping, and amenities — ensuring pristine spaces where residents thrive and feel cared for.
• Work across teams — Property & Maintenance, Lifestyle & Domestic Services, Hospitality Services, Community & Communication, and Security & Access — to deliver seamless, integrated experiences.
• Manage budgets, track performance, and optimize resources without ever compromising on excellence or resident satisfaction.
• Lead, inspire, and develop your team. Foster a culture of excellence, charisma, and thoughtful service.
• Coordinate with Homeowners Association management to ensure transparent communication, effective governance, and community harmony.
• Implement and monitor protocols to keep residents safe while maintaining a welcoming, relaxed environment.
• Collect feedback, analyze trends, and continuously improve services to delight homeowners and maintain a competitive edge.
• Represent the residences in the local community, delivering authentic destination experiences, coordinating events, and creating meaningful connections.
• Work hand-in-hand with the hotel team to champion collaboration, enhance service delivery, and bring the Mama energy across all touchpoints.

Requirements

• Senior hospitality professional with a proven track record in residences, serviced apartments, or luxury long-stay operations
• Hands-on, operationally brilliant, and strategically minded
• Inspires and leads with confidence , charisma , and authority
• Organized, decisive, and can juggle multiple priorities without breaking a sweat
• Thrives under pressure and turns challenges into opportunities
• Knows budgets, forecasting, and operational KPIs like the back of your hand

Qualifications

• Formal education/certifications (Bachelor’s, LLB, Matric, etc.)