Reimbursement Services Director jobs in West Covina, CA

About Rosewood Hotel Group

Rosewood Hotel Group aspires to be the ultimate leader in luxury lifestyle that creates desires and impact everyone’s lives. The group is comprised of five inspiring brands – Rosewood Hotels & Resorts®, New World Hotels & Resorts®, Asaya and Carlyle & Co. Its combined hotel portfolio consists of 44 hotels in 20 countries with nearly 30 new properties currently under development. The group’s expansion is distinguished by its approach to creating strong, modern, and differentiated brands, its focus on design and innovation, and a commitment to a very bespoke and personal approach to hospitality.

About Residential Operations

Rosewood Residences is a refined collection of estate homes, luxury villas and serviced apartments carefully curated to enrich the lives of all who call them home. The House Manager at Rosewood Residences embodies the essence of our residential service philosophy and is a trusted point of contact and a key figure in managing the day-to-day operations of the residences, overseeing everything from property maintenance and housekeeping to concierge services and staff coordination. The House Manager title is inspired by our residential approach to service and our commitment to a refined, yet welcoming, lifestyle that ensures a seamless and truly exceptional Rosewood experience.  This integral role works diligently to create a sense of harmony, comfort, and community, creating elevated and personalized experiences for our homeowners.  Rosewood Residences requires a dynamic leader with a passion for people, and elevating services that meaningfully impact our homeowners and residents’ life’s.

Impact of this role

In this pivotal role the HM will oversee all departments within the residences, ensuring superior care and maintaining property value, while adhering to Rosewood’s standards for all aspects of life-safety, security, and privacy. The HM will operate within the requirements of the residence budget, developing strategies that deliver products and services that exceed the needs and expectations of the residence. The HM will also be responsible for implementing training programs related to property management and reinforcing Rosewood standards and service philosophy while building owner loyalty through proactive communication, managing expectations, and delivering solid business results. The position acts as the ambassador of the Rosewood Brand and requires active engagement with the local community, to build strong relationships with local officials, businesses, and customers.

Key Responsibilities

Leadership and Strategy

• Models Rosewoods culture, vision, mission, and core values.
• Direct the overall operation of the residential property, maximizing performance, profitability, and return on investment.
• Develop and implement the annual budget and business plan and monitor financial performance to meet or exceed objectives.
• Oversee recruitment, training, and management of residential staff, ensuring a positive work environment and exceptional service delivery.

Property Operations

• Ensure product and service standards are met, in compliance with brand standards, policies, and procedures.
• Oversee all aspects of property maintenance, including preventive maintenance and deep cleaning programs, to protect and enhance the property'.
• Coordinate with corporate teams on the development and execution of operational strategies, including opening processes and ongoing management.
• Manage purchasing, procurement, and third-party contracts to ensure cost-effective operations.

Homeowners Association Management

• Manage the HOA budget, enforce condominium by-laws, and ensure compliance with governing documents and legal requirements.
• Conduct meetings with the residential board of directors, leading HOA budget and annual board meetings.
• Provide guidance to homeowners on their entitlements, responsibilities, and rules/regulations.

Guest Experience and Community Engagement

• Create a culture of exceptional service, ensuring residents have an elevated and unique experience.
• Engage with residents, associates, and the local community to build strong relationships and enhance the property's visibility.
• Act as a brand ambassador, representing the company's culture, vision, and values in all interactions.
• Curate and execute unique lifestyle events and activities for residents, fostering a vibrant community atmosphere.

Human Resources and Talent Development

• Support all corporate initiatives inclusive of Corporate Social Responsibility, Diversity Equity & Inclusion.
• Foster a positive work environment, providing training and tools to staff to ensure excellent service.
• Conduct annual performance reviews and mentor associates through formal and informal feedback.
• Implement and manage training programs related to property management, reinforcing Rosewood standards and service philosophy.
• Oversee payroll, associate benefits, and compliance with policies and local labor regulations.

Additional Responsibilities

• Oversee the pre-opening process and critical path.
• Provide regular and ad hoc information and status reports to corporate teams on financial and operational performance.
• Handle community and media-related inquiries, coordinating with corporate media/communications offices.
• Implement safety protocols and ensure compliance with fire and life safety standards.

While this job description is intended to be an accurate reflection of the duties involved in this position, the company reserves the right to add, remove or alter duties when business need dictates.

Critical Skills & Qualification

Required Skills and Qualifications

• Strong leadership competencies with strategic thinking, problem-solving, and organizational skills.
• Excellent communication and presentation skills, both written and verbal.
• Effective relationship management skills, with a strong focus on customer satisfaction.
• Sound financial acumen with experience managing P&L and HOA budgets.
• Ability to manage and conduct human resources activities, including recruitment, training, and talent development.

Education and Experience

• 4-year degree in Business Administration, Hotel and/or Property Management, or related major; 4 years’ experience in guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area, and management license for Condominiums, as applicable.
• Equivalent combination of education and/or experience.
• Preferred: Eight or more years of experience in a senior management position of a Four Star/Five Diamond hotel.
• Fluency in English and prior opening experience are preferred.