Location Overview
Join our team in Aman Nai Lert. Amid the skyscrapers of central Bangkok, Thailand’s first urban Aman hotel and residences will rise from the verdant sanctuary that is Nai Lert Park. Here, history and nature will come together to tell a new Aman story, one entwined with the exceptional legacy of Thailand’s revered Nai Lert family.
· Scope of Work:
The Residence Host Supervisor is responsible for ensuring the smooth day-to-day operation of the Residence Host team while delivering exceptional, personalized, and anticipatory service to homeowners, residents, tenants, and their guests. The role oversees team performance, service excellence, operational coordination, residence readiness, and owner satisfaction in accordance with Aman Brand Promises and Service Rituals.
The Residence Host Supervisor serves as the first level of leadership within the Residence Host team, acting as the primary escalation point for guest and resident concerns while supporting the Director of Residences in maintaining the highest standards of luxury residential living.
· Responsibilities and Duties:
General:
- Uphold and reinforce Aman’s core values of privacy, discretion, personalization, and exceptional service.
- Ensure all Residence Hosts perform their duties courteously, professionally, safely, and efficiently.
- Maintain operational discipline, grooming standards, and service etiquette within the team.
- Lead by example in delivering luxury hospitality experiences and resident engagement.
- Foster positive working relationships with residents, homeowners, colleagues, and external partners.
Operational:
Team Leadership & Coordination
- Supervise the daily operations and shift activities of the Residence Host team.
- Conduct daily briefings, handovers, and task allocations to ensure service continuity.
- Train, coach, and mentor Residence Hosts in accordance with Aman service standards.
- Monitor team performance and provide ongoing feedback to support continuous improvement.
- Assist in preparing weekly schedules, duty rosters, and workforce planning.
- Ensure adequate staffing levels to meet operational demands and service expectations.
- Review daily checklists and ensure residence lobby, public areas, and amenities are fully prepared and operational.
Resident Experience & Service Excellence
- Handle escalated resident, homeowner, and guest inquiries, requests, and complaints with professionalism and discretion.
- Ensure all service requests are accurately recorded, monitored, and completed within established timelines.
- Build and maintain strong relationships with residents and homeowners by understanding their individual preferences and expectations.
- Oversee move-in and move-out processes, ensuring residences are properly prepared and all required documentation, amenities, and welcome arrangements are completed.
- Anticipate resident needs and proactively provide personalized service solutions.
- Ensure service recovery actions are implemented effectively to enhance resident satisfaction.
Operational & Administrative Responsibilities
- Monitor the accuracy and completeness of daily Resident In-House Reports, logbooks, and operational records.
- Coordinate operational activities with Engineering, Housekeeping, Security, Food & Beverage, Spa, and other departments.
- Verify and follow up on all A La Carte services, including housekeeping requests, maintenance services, in-residence dining, transportation, events, and wellness arrangements.
- Oversee the handling of parcels, deliveries, mail, messages, and owner correspondence.
- Ensure residence lounges, meeting rooms, private dining rooms, and other shared facilities are prepared according to reservation requirements.
- Maintain up-to-date knowledge of hotel facilities, local attractions, restaurants, transportation services, and partner vendors.
- Prepare operational reports and provide updates to the Director of Residences as required.
Quality Assurance, Safety & Compliance
- Conduct regular inspections of residence public areas, corridors, amenities, and service points to ensure presentation standards are maintained.
- Ensure all safety policies, emergency procedures, and security protocols are followed.
- Support operational audits, quality assurance reviews, and brand standard assessments.
- Maintain strict confidentiality regarding homeowner information, resident activities, and property-related matters.
- Monitor compliance with company policies, service standards, and regulatory requirements.
Vendor & Partner Coordination
- Coordinate with approved external vendors and service providers supporting residential operations.
- Monitor vendor service quality and follow up on service deficiencies.
- Escalate significant vendor-related concerns to the Director of Residences.
- Assist in maintaining positive relationships with suppliers and external partners.
· Performance Goals & Performance Evaluation Criteria:
The Residence Host Supervisor will be evaluated on their ability to:
- Consistently maintain high service standards across all Residence Hosts.
- Demonstrate effective leadership through communication, coaching, and mentorship.
- Anticipate resident and homeowner needs while delivering personalized service experiences.
- Resolve complaints and challenging situations professionally and efficiently.
- Achieve high resident and homeowner satisfaction scores.
- Ensure accurate and timely completion of operational records, reports, and service requests.
- Maintain operational efficiency and adherence to established service timelines.
- Support team engagement, development, and retention.
- Ensure compliance with Aman service standards, policies, and safety procedures.
- Protect residents and homeowner privacy through strict confidentiality practices.
