The Estate Manager (EM) is our top-level executive for our Main Residence located at
Pasadena. The property have complex technology systems, existing staff, and priceless
assets. The EM will work with the homeowners, the homeowner’s and the family office
manager to ensure proactive management occurs. Flexibility and a go-with-the-flow
attitude are required. The EM must manage the on-call nature of this position to handle
the ongoing needs and emergencies. This responsibility may be shared with other
seasoned staff, but the EM must manage the overall burden.
THE FAMILY
They are an incredibly tight-knit, down-to-earth family looking for someone professional,
seasoned, drama-free, reliable, and committed to helping them navigate a highly-
scheduled life with friends and extended family and, on occasion, social connections.
Service expectations should be considered relaxed but professional, but they prefer no
chit-chat, gossiping, or personal references. In other words, when you’re in their house
(anywhere in their home), you’re “on”!
DUTIES AND RESPONSIBILITIES
- Staffing- The EM will meet with employees regularly on day-to-day operations
and provide quarterly reviews to discuss performance and improvement. They
will have the authority to recommend an outstanding employee for promotion or a
lackluster one for termination. EM will collaborate with the Homeowners on any
staff changes or transitions. The EM will work with payroll services to ensure
timely input by staff. They ensure all staff obtains and retains CPR training and
certification. They oversee training programs and a safe work environment. They
perform routine audits of safety and health programs. They conduct regular
meetings to communicate pertinent information to staff. They demonstrate
positive leadership characteristics which inspire employees to meet or exceed
the developed standards. They interview, hire, and train employees; plan, assign,
and direct work; appraise performance; reward and discipline employees;
address complaints and resolve problems. - Property Oversight – The EM will manage and approve every aspect of
property maintenance and improvements. The EM is expected to act as an
Owner Representative to outside contractors, vendors, and designers.
Household inventories should also be updated regularly to reflect the current
status to facilitate ordering and purchasing. They will troubleshoot and promptly
respond to any problem or issue on the estate. They will clearly articulate the
Homeowner’s vision using creative leadership and strong verbal and written
communication skills to communicate with estate/property staff, management,
and the homeowners. They will establish, maintain, and document preventative
maintenance programs on all equipment and buildings. - Personal Assets – Regular inventories, maintenance, and repairs on such items
as artwork, wine, jewelry, and clothing will be the responsibility of the EM. - Contract Management – The ability to read, analyze, and interpret contracts,
consultant proposals, and other written documents is essential, as is the ability to
write conceptual proposals and documents for the basis for projects. The homes
require a supply and management of all household products. The EM is
responsible for meeting with vendors and negotiating contracts to ensure a fair
value for the Homeowner. They will work collaboratively with other owner reps
related to design/construction, art, and technology departments to integrate and
maintain the design direction and functionality of the property. - Budget – The EM will work with Homeowners, or family office on all purchases to
gain approvals. Annual budgets must be prepared by the EM and approved by
Homeowner and then family office. Some simple math skills are required for
practical application. The EM will purchase supplies and equipment for property
within the approved budget. - Digital document management – The EM will provide all information and
communication for the property, staff, and Homeowner interests within the
Trello.com system (or other online management system). This includes
management of training staff, password changes, regular property updates,
calendars, and correspondence. The Homeowner/Family Office will be
immediately notified of any passcode changes. It is not acceptable to store
Homeowner or property documents on any other platform or computer desktop,
and under no circumstances is it acceptable to transfer documents to personal
technology devices—all paperwork is to be scanned and uploaded to the
Homeowner’s system by Friday each week. - Project Management – The EM will take the lead on any large-scale projects on
the estate. These could range from home renovations, landscaping projects, to
installing new systems or amenities. They will be responsible for planning,
budgeting, coordinating with contractors or service providers, overseeing the
work, and ensuring it’s completed to the estate’s standards, on time, and within
budget. - Homeowner Liaison – The EM serves as the direct representative of the
Homeowner’s interests. This responsibility might require international travel and
meetings with representatives of the employer’s businesses. The EM should
consider themselves a representative of the employer’s brand and represent it as
such. Investigate complaints and respond personally as necessary to find
creative solutions as needed. - Travel – the EM must be willing to travel domestically as well internationally.
SKILLS AND EDUCATION
Estate Managers require a wide array of skills typical of a high-level manager. They
need strong people skills to interact with people above and below them and keen
attention to detail. They must be flexible and can switch focus at a moment’s notice.
They must be comfortable with finances, scheduling, and other technical management
skills. Above all, they must be dedicated to their job and their employer. They will also
require a series of more specific skills, which include the following:
- Management Skills – Manage multiple projects emphasizing clarity, detail, and
organization from start to finish while meeting deadlines and staying focused on
Estate/property needs and Homeowner’s goals. They must have strong
organizational and interpersonal skills; proactive and emotionally intelligent
leadership. No ego. No preconceived notion about how things ‘should’ run. An
innate ability to be flexible. Ability to write reports, business correspondence,
procedural manuals, and other planning documents. Ability to speak effectively
and present information to family members or members of the organization.
Ability to respond to questions from managers, colleagues, business associates,
and the general public. Demonstrates extreme professionalism, discretion, and
communication skills with the ability to prioritize tasks and work independently
and as part of a team. Willing to work nights, evenings, and weekends. Support,
maintain, and participate in other duties as determined necessary by the
Homeowner; ability to respond appropriately in any property emergency or safety
situation. Demonstrate honesty, responsibility, integrity, and fulfillment of all
commitments.
- Technical Skills – must have a general knowledge of computers, Microsoft
Office software (Word, Excel), online project management, research, and
calendars, including Smartphones, audiovisual equipment, Smart home, and
security technology. - Local Resources – Connect to appropriate contractors and vendors for White
Glove services and products, including shopping, restaurants, entertainment
venues, and local travel logistics. Keep up-to-date and knowledgeable on
industry trends. - Education – Bachelor’s degree in business or related field, 10+ years’
experience at a luxury property or boutique hotel are required. Additional
coursework in Human Resources is a plus. English proficiency is required. Being
bilingual is a plus. Knowledgeable of all aspects of building operations, facilities
management, and luxury items such as fine art and antiques.