Job Title: Residence Manager
Purpose of the role:
The Residence Manager is responsible for the day-to-day leadership and operation of our residential living environment, ensuring our accommodation is safe, compliant, well-maintained and welcoming for residents and visitors. Leading the on-site team, the role is accountable for delivering a high-quality resident experience, maintaining strong operational standards, and supporting the overall performance of the residence in line with Orla Living's values, brand and business objectives.
About You:
You are an experienced and dependable Residence Manager with a strong understanding of operating residential buildings within the Italian regulatory and cultural context. You are comfortable working with a high degree of autonomy, taking responsibility for the day-to-day management of the residence while acting in line with company policies, local legislation, and collective agreements where applicable.
You have a practical understanding of Italian health and safety requirements, building compliance, and contractor management, and you are confident coordinating external suppliers, maintenance providers, and service partners in accordance with local labour and procurement practices. You understand the importance of clear scope definition, accurate record-keeping, and appropriate oversight when working with third-party contractors.
You are highly organised and reliable, with the ability to manage operational priorities, budgets, and service standards while respecting regulated working hours, rest periods, and local employment protections. You plan effectively to ensure service continuity without relying on excessive overtime or informal working arrangements.
You are a strong communicator who builds respectful, trust-based relationships with residents, colleagues, and external stakeholders. You handle resident concerns and complaints professionally, balancing commercial objectives with a culturally appropriate, relationship-led approach that reflects Italian expectations of service, discretion, and professionalism.
Main Duties:
Operational Management
- Overall responsibility for the day-to-day operation of the residence, ensuring smooth, efficient and well-organised services
- Act as the senior on-site point of reference for residents, staff and external stakeholders
- Ensure the residence is consistently presented to a high standard across all areas
People Leadership
- Manage, coordinate and support the on-site team, including customer service and maintenance functions
- Plan staffing levels, rotas and workload to ensure adequate coverage at all times
- Support recruitment, onboarding and training of team members
- Provide ongoing coaching, feedback and performance management
Resident Experience
- Ensure a positive, welcoming and professional experience for residents throughout their stay
- Oversee arrivals, departures and room turnaround processes
- Act as an escalation point for complaints or resident issues, ensuring timely and appropriate resolution
- Promote a strong sense of community and resident wellbeing within the residence
Health, Safety and Compliance
- Ensure full compliance with health and safety, fire safety and local regulatory requirements
- Identify operational risks and implement appropriate control measures
- Ensure incidents and accidents are managed, recorded and escalated in line with company procedures
Essential Skills & Experience:
- Proven experience in a residential, hospitality, property management, or accommodation-based role with responsibility for day-to-day operations.
- Experience managing residential buildings or comparable environments within Italy, with a clear understanding of local operational and regulatory requirements.
- Strong knowledge of Italian health and safety regulations, building compliance, and statutory obligations relevant to residential properties.
- Experience coordinating and overseeing external contractors and service providers in line with Italian labour practices and procurement standards.
- Ability to manage budgets, monitor costs, and support financial controls in accordance with company policies.
- Experience handling resident queries, complaints, and escalations in a professional and culturally appropriate manner.
- Strong organisational and planning skills, with the ability to manage competing priorities and ensure service continuity within regulated working hours.
- Experience supervising on-site teams or service partners, providing clear direction while respecting professional boundaries and local management norms.
- Excellent communication skills, with the ability to build positive working relationships with residents, colleagues, and external stakeholders.
- Strong problem-solving skills with a practical, solutions-focused approach.
- Fluency in Italian (written and spoken).
- A good working knowledge of English to support communication with central teams and stakeholders.
