DIRECTOR OF RESIDENCES
Candidate Brochure
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CONTENTS PAGE
DEAR CANDIDATE,
Thank you for your interest in this prestigious opportunity. Founded over 100 years ago as a department store,The Whiteley is a redevelopment of an iconic London landmark to reimagine new life from this architectural gem.This will include 139 luxury private residences, and will host the five-star, 110 room, Six Senses London, an unrivalled wellbeing and sustainability brand which will provide a spa and wellness club, with top of the range amenities including a restaurant, treatment rooms, pool, and co-working spaces. In collaboration between award-winning architects Foster + Partner and development manager Finchatton,The Whiteley is a meticulous celebration of the former building’s art deco grandeur, which has been carefully and thoughtfully restored. A masterclass in place re-making, 20 new shops, cafés, restaurants, a cinema and gym complete the overall redevelopment and transformation of the former department store and the wider Queensway area. Residents can enjoy amenities and experiences such as co working areas, residents’ library, childcare facilities, sports halls, all-day dining restaurant and access to the Six Senses spa and gym. The Director of Residences will be the lead of the residential team on site, ensuring the provision of services and facilities is delivered throughout every aspect of the residential operation. The Director of Residences is responsible for the delivery of the service partner contractual obligations, activity and delivery across the residential elements ofThe Whiteley, and will lead, manage, motivate, inspire, encourage and develop the management team and people to enable and allow them to confidently and consistently deliver an ever evolving, best in class, residential lifestyle experience at The Whiteley.
Introduction The Whiteley –The Estate • History • Architecture • The Residences
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• The Retail / Destinations
The Role About Savills Property Management Application Process
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Please read on to find out more about this exciting new opportunity
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The Whiteley – The Estate HISTORY The dramatic history ofThe Whiteley is one of indefatigable ambition. Conceived by its namesake William Whiteley some 130 years ago as London’s first department store, the once global emporium of the senses has long-served as testament to the British entrepreneurial spirit.
1867 THE UNIVERSAL PROVIDER The Whiteleys customer base had grown steadily since its inception, and by 1867 occupied a row of shops along Westbourne Grove, comprising 17 separate departments. William Whiteley boldly claimed he could provide anything from a pin to an elephant (a claim that was put to the test by a doubting clergyman, who on 4pm on the day of his order received a very large delivery at his stables).
1927 MR SELFRIDGE
1851 THE VISIONARY
1896 ROYAL WARRANT
The store was extended between 1925 and 1927 to incorporate the iconic frontage that stands today. American businessman Harry Gordon Selfridge, who had become known for founding rival Selfridges
A youngYorkshire man, 20 years of age, visited The Great Exhibition in Hyde Park and was inspired to create the most lavish department store the world had ever seen. He returned to London 4 years later with just £10 in his pocket, determined to make hisvision a reality.
Whiteleys earned an unsolicited Royal Warrant from Queen Victoria – an unprecedented achievement.The store would later earn another Royal Warrant from King George V.
at 400 Oxford Street in 1909, purchased the store in 1927.
1872 AN IMMENSE SYMPOSIUM
1911 THE MOST BEAUTIFUL STORE IN THE UK Whiteleys was rebuilt after the fire, but after some years and the passing of William Whiteley, a decision was made by the board to move to a new purpose-built store on Queensway, then called ‘Queens Road’.The store was designed by architects John Belcher RA and J J Joass. When the Lord Mayor of London opened the new store on 2 November 1911 in the presence of thousands, it was claimed to be ‘the largest shop in the world’, ‘the most beautiful store in the United Kingdom’, and ‘perfect in every detail of Architecture, Equipment, and Service’’
1863 THE BIRTH OF WHITELEYS Whiteleys began its existence in the form of a small drapery shop, which was situated at 31 Westbourne Grove.
By 1868, the store had expanded to offer dressmaking, and its first ventures outside drapery followed shortly after, with the addition of a house agency and refreshment room in 1872.The store would soon be described as “an immense symposium of the arts and industries of the nation and of the world”.
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2023 THE WHITELEY: A NEW ERA
A new global hub for one of the world’s oldest cities; one that seeks to finally realise the grand plan of its visionary founder, William Whiteley, while introducing a new design for life, defined by the principles of modern luxury.
2013 MEYER BERGMAN
2024
In September 2013, the store was purchased by Meyer Bergman.
1961 UNITED DRAPERY STORES
2018 CONSTRUCTION
United Drapery Stores, a British retail group that dominated the British high street from the 1950s to the 1980s, purchased Whiteleys in 1961 for £1,750,000.
Whiteleys closed in December 2018 to begin its redevelopment, in parallel with Meyer Bergman’s regeneration of Queensway Parade, which faces the Whiteleys building.
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ARCHITECTURE
THE WHITELEY HAS BEEN CONCEIVED AS AN INDUSTRY- LEADING EXEMPLAR OF SUSTAINABLE AND ETHICAL PROCESSES–FROM TIMBER, TO STONE, GLASS AND MARBLE. ONLY THE VERY BEST MAKES THE GRADE.
Foster + Partners, led by Pritzker Prize winner Lord Foster, are a British architectural institution with an unmatched reputation for excellence and inspired sustainable design solutions for award-winning projects across the globe.The Whiteley is a passion project for the legendary firm, as it is a development that will redefine modern living, providing a new design benchmark not only for the capital, but also the world. One of London’s finest cultural landmarks has been re-imagined creating an emporium of the senses in the heart of west London. CALMNESS, LIGHT AND SPACE, WHERE THE NEW AND OLD ARE CAREFULLY INTERWOVEN.” PATRICK CAMPBELL FOSTER + PARTNERS “THE ARCHITECTURE CREATES A WONDERFUL QUALITY OF The masterplan forThe Whiteley is defined by the meticulous restoration of its 100-year old façade.This provides a grand canvas for a wealth of individual apartments–all of which are aesthetically connected by exquisite detailing and natural light. Foster and Partners are overseeing the development of bothThe Whiteley and the Queensway Parade opposite, sharing the story of an uncompromising mission to place this London landmark in its rightful place on the global stage.
Finchatton, specialising in bespoke turn- key homes, have overseen the interior design of the apartments and amenities. Crafted throughout from impeccably sourced materials to the most exacting standards, the historic building is fused with modern design.
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The Residences
At the heart of the Whiteley community will be a plethora of high-end Retail and Leisure facilities, including the UK’s first Six Senses hotel and spa, a brand renowned for its dedication to wellness and sustainability, that will provide the 139 unique residences with exclusive spaces, services and experiences.
INSPIRED BY THE METICULOUS RESTORATION OF THE ORIGINAL FAÇADE, ALL RESIDENCES AT THE WHITELEY ARE FLOODED WITH NATURAL LIGHT, AND DESIGNED WITH THE SOPHISTICATED
ELEGANCE AND OUTSTANDING CRAFTSMANSHIP FOR WHICH FINCHATTON ARE RENOWNED.
Each residence embraces grand proportions and volumes unseen before in London. From one-bedroom apartments to duplexes and vast palatial penthouses, each provides one of the most exciting opportunities for modern living in the city.
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The retail / destinations The Whiteley is going to re-imagine not only the Grade II listed building that was once Britain’s first ever department store, but also Queensway Parade opposite, as a £3bn vision for the future of the street is underway.The plans include Parisian- style street pavilions, significant greening, public realm improvements, a new retail strategy, a series of landmark developments and a new public entrance to Hyde Park.The changes will enable the creation of a new district for living, shopping, dining and leisure.
Retail Vision
• Curated high street and courtyard. • All day vibrant destination. • Aspirational, independent, local mix. • ServesThe Whiteley residents and the Bayswater area. • Accessibly exclusive.
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The Role The Director of Residences, The Whiteley, will be the lead of the Residential team managing the operational residential elements of the Estate, ensuring the provision of exceptional services and facilities is delivered throughout every aspect of the residential operation. A natural leader, the Director of Residences is responsible for the Residential Operations within the Managing Agent and contracted service partner activity and delivery across The Whiteley and will lead, manage, motivate, inspire, encourage and develop the management team and people to enable and allow them to confidently and consistently deliver an ever evolving best in class residential lifestyle experience at The Whiteley.
• Develop, implement and maintain management systems for all buildings, facilities and public realm areas. • Ensure compliance with the Property Management Agreement, KPIs and SLA’s, industry best practices, RICS Professional Statement and statutory obligations. • Oversee conformity with The Whiteley heritage obliga- tions and other wider sustainability obligations. • Deliver aspects of the place making initiatives, including team training, motivation and development to meet the client’s requirements and vision. • Ensure adherence to, on behalf of the Landlord and Tenants, the obligations within the occupier lease agree- ments. • Keep up to date with industry news and any new/updated legislation, implementing operational changes across the The Whiteley residential elements as required. • Develop and implement a strategy to promote success in achieving industry and sector excellence awards for the residential operational development. Operational/Technical - Residential Management • Advise the client in the development of future Residen- tial matters and ensure operational preparedness plan- ning. • Ensure the ‘One Estate’ management strategy is con- sistently delivered. • Develop and maintain a professional understanding and close working relationship between the operational teams and appropriate resident representatives and encourage frequent and open communication and information flows on relevant building and estate issues. • Provide contract management for the outsourced res- idential building services, ensuring that the operational staff duties are carried out to a high standard using ap- propriate equipment Operational/Technical – General • Have responsibility for Health & Safety and Environ- mental policies and procedures and ensure these are adhered to throughout all levels of The Whiteley opera- tional teams and that every incident and accident is fully recorded, reported (including to insurers) and investigat- ed and any remedial measures diligently attended to. • Ensure the team achieve full compliance with the statu- tory legislation and ensure that all records are fully main- tained and available for client inspection. • Ensure appropriate policies, procedures and resource are in place to ensure operational risk is minimised and that contingency plans and business continuity procedures are in place and refreshed on a regular basis. The over- view of Risk reporting is to be a key element of the role. • Advise the client and Savills’ CRMs immediately of any
potential threats or reputational damage, major incidents or accidents. • Establish emergency procedures and safe working prac- tices to ensure as far as is reasonably practical, the health and safety of all residents, visitors, members of the pub- lic, estate employees and service providers. • Implement Savills’ obligations within the Property Man- agement Agreement, including continual identification of areas for improvement. Engagement & Communication • Ensure operational support for any Residential market- ing and sales promotions put in place across the devel- opment. • Be sensitive to the varying cultural differences involved and comfortable presenting. • Empower others to take an ambassadorial approach to their role, promoting the estate and the Managing Agent function. • Develop excellent relationships with representatives of the client and advisers, reporting to the Estate Director and managers on all aspects of the management of the Residential property through regular formal written re- ports and at site meetings in addition to ad-hoc commu- nication as required. Financial & Commercial Acumen • Be responsible, with the Savills Finance Manager, sur- veyors and Savills head office financial support team, for all financial matters regarding the operational residential management of The Whiteley, including the overseeing of all service charge budget development and Managing Agent financial obligations • Ensure the monthly reporting required under the PMA are delivered in line with SLAs. • Co-ordinate and review the service charge budgets in- cluding benchmarks against industry standards and rec- ommend budgets for approval. Ensure budgets are avail- able in draft 3 months prior to the start of the service charge year • Ensure the service charge reconciliation process is com- pleted within 4 months of the service charge year end and quarterly reports are provided to the client team detailing actual spend against budget, highlighting any key variances and confirming any necessary recoding has been completed • Ensure arrears reports for both property accounting are delivered, ensure the accounting teams are supported in the recovery of debt and that any such action taken is agreed with the Client as required
Purpose of the Role A client and residential customer facing role taking respon- sibility for ensuring the delivery of all Residential operational property management services across The Whiteley devel- opment. The resident and customer will always remain as the focus - ensuring that excellent quality and value is provided. The Director of Residences will work closely with the Estate Director and client team, serving as the public face of all op- erational Residential aspects of the day to day running of The Whiteley. As the overarching lead of the Managing Agent Operational team focussing on The Whiteley residential asset they will be responsible for providing the strategic direction and driving the performance of the Managing Agent Senior Leadership Team and managers to ensure best in class results. Day to day responsibility for the site Residential operations teams relating to all completed residential development and ensuring a positive interface is maintained with all future development works and asset handovers. Leading the oper- ations and service partner teams to cover all specialisations which support the wider development of The Whiteley. All Residential aspects of The Whiteley will fall under the opera- tional management of the Director of Residences. Leadership & People Management • Be a naturally engaging, articulate and positive leader who can drive outstanding performance through others, whether direct reports, the wider team or service part- ners. • Understand and interpret the strategic goals and vision for The Whiteley. • Lead, manage, motivate, inspire, encourage and devel- op your management team and people to enable and al- low them to confidently and consistently deliver an ever
evolving best in class residential lifestyle experience at The Whiteley. • Develop the site team to ensure the delivery of excellent customer focused service. • Clarify the best structure and service level for service partners. • Ensure compliance with all relevant laws, legislation and obligations applicable to our sector. To act as the legally ‘responsible person’ for the development. • Take the lead role in the development of a customer fo- cused delivery in respect of all aspects of services and facilities, developing a residential community lifestyle in all aspects of the estate. • Ensure at all times that the team have the resources, support and advice needed to deliver a consistently ex- cellent service. • Put People first and lead by example, taking personal pride in everything that you do Operational/Technical - Overview • Ensure the operations of The Whiteley residential estate are fit for purpose and all necessary plans and procedures are available and understood for handover. • In conjunction with the Estate Director, prepare the Residential operations teams for occupation, with clear plans in place for timelines, pre handover support and operational readiness. • Oversee and be responsible for the delivery of Residen- tial operations across the The Whiteley estate through the operations teams. Operational/Technical - Property Management • Understand and manage the successful implementation of Savills’ obligations within the Property Management Agreement for The Whiteley and identify, recommend and champion areas for improvement. • Ensure that each asset is managed in a proactive and customer focused manner which exceeds client and occupant expectations and is ahead of benchmarked schemes in terms of the services and value that it offers.
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PersonSpecification
Founded in the UK in 1855, Savills is one of the world's leading property agents. Their experience and expertise spans the globe, with more than 600 offices across the Americas, Europe, Asia Pacific, Africa and the Middle East. Savills provide high quality property management services across the board; from helping with everyday maintenance issues to working on marketing strategies, their team covers all the bases when it comes to managing commercial property, including retail, office and business space, leisure and industrial. Savills Property Management
• MIRPM qualified. Assoc RICS desired.
• Proven and extensive experience in residential property management (minimum 6 years)
• An exceptional leader who has instant credibility and gravitas at a senior level, within a Residential real estate environment.
• A natural people manager, able to inspire, motivate and communicate effectively.
• A comprehensive understanding of the best in class customer service, both B2C and B2B.
• An understanding of the operations of retail, commercial and residential property management.
• Be able to adapt style and approach depending on the audience.
• An outstanding commercial and financial awareness with excellent financial management skills.
• Be able to innovate and drive change when required.
Their vision is simple – to be the best forward- thinking provider of property management services in all markets, giving clients and end users the highest level of service at all times. Savills offer property management expertise across all areas of real estate, at every stage of the development life cycle. Adding value to assets is their primary focus, along with providing real insight and forward-thinking advice from their flexible team of global experts. Savills’ customer-first approach combined with an in-depth knowledge of property and a global presence enables us to deliver best-in-class property management services to clients, and to offer an enhanced experience for occupiers and visitors alike.
• Discretion and sensitivity in dealing with confidential matters.
This Job Description is not an exhaustive list of duties and you will be expected to perform different tasks as necessitated by your role within the organisation and the changes in the wider estate and community.
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Application Process
For a confidential discussion to find out more about this opportunity, please contact the Savills’ appointed recruitment partners Matthew Evans or Emilia Fasano atThe Management Recruitment Group. Applications should consist of a CV and covering statement outlining key matching experience for applying for the post. Applications should be sent to;
matthew.evans@mrgpeople.co.uk or emilia.fasano@mrgpeople.co.uk.
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