POSITION SUMMARY:
The Residence Club Manager is responsible for leading the daily operations of the Victory Ranch
Residence Club, ensuring seamless service execution, staff coordination, and strong vendor
partnerships that meet the highest standards. This role focuses on team efficiency while managing
the on-the-ground staff and processes, maintaining smooth execution from owner arrivals to cabin
readiness. The Manager oversees day-to-day owner relations, coordinates vendor scheduling for
maintenance and repairs, manages team-level escalations, and leads critical operational periods
such as the Bi-Annual Draft and Maintenance Weeks.
KEY RESPONSIBILITIES
Staff Leadership & Team Coordination
- Supervise, train, and motivate the Residence Club team; conduct onboarding and ongoing coaching.
- Develop, implement, and maintain SOPs for consistent service standards.
- Create and distribute monthly schedules; coordinate daily responsibilities and shift coverage.
- Build a culture of clarity, accountability, and communication through daily leadership.
- Monitor workloads to ensure balance and efficiency, providing coaching to maintain high-quality
work.
Operational Management
- Oversee Sunday/Monday reservation turnovers: verify housekeeping performance, inspect cabins,
ensure readiness, and resolve last-minute issues.
- Maintain day-to-day communication with Residence Club owners: respond to service requests,
resolve concerns, and document updates.
- Schedule and coordinate vendor services for routine maintenance, housekeeping, and minor repairs.
- Lead weekly team huddles and vendor check-ins to ensure alignment and timely task completion.
- Collaborate with other Victory Ranch departments to ensure smooth coordination across all owner
touchpoints and Residence Club operations
Major Project Ownership
- Manage the Bi-Annual Draft process, including communication, owner follow-up with strategy calls,
and resolution of conflicts.
- Lead Maintenance Weeks by coordinating staff tasks, vendor schedules, and tracking project
completion.
- Partner with the Director to communicate cabin conditions, identify emerging trends, and escalate
large-scale logistical or financial needs.
Owner Relations & Escalation Management
- Serve as the first point of escalation for Residence Club owner concerns, working toward
resolution before
involving the Director.
- Maintain an on-site presence during peak periods, providing accessible support for owners.
- Ensure cabins meet Victory Ranch’s service and aesthetic standards for all arrivals.
- Provide clear documentation for reservations, owner updates, and service processes.
- Coordinate with the Communications Manager on creation and distribution of the Residence Club’s
monthly newsletter, ensuring timely communication of events, updates, and important notices in
collaboration with the Director as needed.
General Responsibilities
- Proactively take initiative to identify opportunities for improved efficiency, process
development, and team training to enhance day-to-day Residence Club operations.
- Perform other duties as required or assigned by the Director of Residence Club to support the
Residence Club’s objectives.
Coordinator Support & Backup
- Provide operational coverage for Coordinator duties when needed, including reservation
communication, cabin prep, inventory logging, and dispatch of Technicians and/or Lodging
Attendants.
REQUIRED SKILLS & EXPERIENCE
- 5+ years in hospitality, club, or HOA operations, with at least 2 years in supervisory role
- Demonstrated success in managing, training and motivating teams
- Strong operational coordination skills with the ability to execute complex scheduling and
logistics
- Excellent communication skills, both written and verbal, for owner and staff interactions
- Highly organized and adaptable to shifting priorities in a fast-paced environment
- Capable of working weekends (especially Sundays and Mondays) and Holidays
- Calm under pressure; solutions-oriented and able to manage high volume operational periods with
composure
- Property management or knowledge of standard household maintenance is a plus
PHYSICAL REQUIREMENTS
- Ability to walk stairs, lift up-to and carry 50 pounds, and remain on feet for extended periods
- Comfort working in indoor and outdoor environments, including during inclement weather
- Must be able to move, walk, and stand for long periods of time during turnover days and
high-volume
operational periods, including assisting with coordination of tasks and collaboration with
housekeeping and vendors.
