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Additional Information Mgr- Residences Operations

Job Number 24071126

Job Category Rooms & Guest Services Operations

Location The Ritz-Carlton Grand Cayman, PO Box 32348 KY1-1209, Grand Cayman, Cayman Islands, Cayman Islands

Schedule Full-Time

Located Remotely? N

Relocation? Y

Position Type Management

Residences Manager

The Residences Manager supports the Director of Residences in strata and property management and with owner & employee relations. With responsibility for daily operations including the direct supervision of approximately 20 Residences frontline personnel, the manager assists with maintaining Ritz-Carlton quality standards, enforcing the association’s Rules & Regulations, liaising on customer service and property maintenance activities between Residence owners, hotel operations & 3rd party vendors. The role requires strong working relationships with all related personnel and the ability to assimilate & disseminate information, to multitask and perform in a demanding and fast-paced environment.

Requirements:

• Bachelor’s degree in a related field with min 2 years work experience in 5-star luxury hotel/resort or residences

• Must be highly organized and possess strong written & verbal communication skills

• Must be highly computer literate, proficient in MS Office; experience with Opera, LMS, ADP is advantageous

• Ability to work with and motivate a diverse team and adhere to brand standards

• Ability to work flexible hours, including weekends, holidays and evenings if necessary.

• Knowledgeable of strata/homeowner association structure, rules & regulations is advantageous

• CAM license desire

JOB SUMMARY

Functions as the strategic business leader of rooms operations and acts as General Manager in his/her absence. Manages luxury condominium facilities, including physical plant with attention to protection of the investment and plans to increase its value through superior care. Areas of responsibility include Front Office, , Retail/Gift Shops, Recreation/Fitness Center, Housekeeping and Security/Loss Prevention. Monitors the development and implementation of departmental strategies and verifies implementation of the brand service strategy and brand initiatives. Verifies the rooms’ operations meet the brand’s target customer needs, verifies employee satisfaction, focuses on growing revenues and maximizes the financial performance of the department. Identifies and corrects building and service defects while providing increase in value. Develops and implements property-wide strategies that deliver products and services to meet or exceed the needs and expectations of the brand’s target customer and employees and provides a return on investment. Implements training programs related to property management reinforcing constant quality service.

CANDIDATE PROFILE

Education and Experience

• 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; 4 years experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.

OR

• 4-year bachelor's degree in Business Administration, Hotel and Restaurant Management, or related major; 2 years experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.

CORE WORK ACTIVITIES

Managing Property Operations

• Works with Rooms management team to develop an operational strategy that is aligned with the brand’s business strategy and leads its execution.

• Reviews comment cards, guest satisfaction results and other data to identify areas of improvement.

• Evaluates if Operations Team is meeting service needs and provides feedback to operations team.

• Participates in public space walk-throughs with Engineering and Housekeeping to ensure guest rooms, public space and back of the house areas are well maintained and preventative maintenance processes are in place.

• Tours building on a regular basis speaking with employees and guests to understand business needs and assess operational opportunities.

• Reviews findings from comment cards and guest satisfaction results with leadership team and ensures appropriate corrective action is taken.

• Works with team to put sustainable work processes and systems in place that support the execution of the strategy.

• Reviews reports and financial statements to determine Rooms operations performance against budget.

• Communicates a clear and consistent message regarding departmental goals to produce desired results.

• Manages luxury condominium facilities, including physical plant with attention to protection of the investment and plans to increase its value through superior care.

• Verifies the rooms’ operations meet the brand’s target customer needs, verifies employee satisfaction, focuses on growing revenues and maximizes the financial performance of the department.

• Identifies and corrects building and service defects while providing increase in value.

• Implements high standards for all aspects of life safety, loss prevention, unit owner identity and privacy protection.

Leading Operations Teams

• Verifies employees are treated fairly and equitably.

• Celebrates successes and publicly recognizes the contributions of team members.

• Fosters employee commitment to providing excellent service, participating in daily stand-up meetings and models desired service behaviors in all interactions with guests and employees.

• Develops and executes the necessary decisions to keep property moving forward toward achievement of goals.

• Implements training programs related to property management reinforcing constant quality service.

Managing Relationships with Property Stakeholders

• Attends owners meetings and provides meaning or context to the rooms operational and financial results.

• Establishes relationship with owner as a business partnership and supports the relationship between the General Manager and the owner.

Managing Profitability

• Coaches and supports operations team to effectively manage occupancy & rate, wages and controllable expenses.

• Works with direct reports to determine areas of concern and establish ways to improve the departments’ financial performance.

• Leads cost containment efforts within Rooms operations including organizational restructuring when necessary.

• Focuses on maintaining profit margins without compromising guest or employee satisfaction.

• Identifies key drivers of business success and keeping Rooms leadership focused on the critical few to achieve results.

• Develops and implements property-wide strategies that deliver products and services to meet or exceed the needs and expectations of the brand’s target customer and employees and provides a return on investment.

Managing the Guest Experience

• Creates an atmosphere in all Rooms and Food and Beverage areas that meets or exceeds guest expectations.

• Champions the brand’s service vision for product and service delivery and ensures alignment amongst the Rooms leadership teams.

• Verifies core elements of the service strategy are in place to produce the desired results.

• Establishes and maintaining open, collaborative relationships with direct reports and entire Rooms operations team. Ensures direct reports do the same for their team.

• Interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

At more than 100 award-winning properties worldwide, The Ritz-Carlton Ladies and Gentlemen create experiences so exceptional that long after a guest stays with us, the experience stays with them. Attracting the world’s top hospitality professionals who curate lifelong memories, we believe that everyone succeeds when they are empowered to be creative, thoughtful and compassionate.

Every day, we set the standard for rare and special luxury service the world over and pride ourselves on delivering excellence in the care and comfort of our guests.

Your role will be to ensure that the “Gold Standards” of The Ritz-Carlton are delivered graciously and thoughtfully every day. The Gold Standards are the foundation of The Ritz-Carlton and are what guides us each day to be better than the next. It is this foundation and our belief that our culture drives success by which The Ritz Carlton has earned the reputation as a global brand leader in luxury hospitality. As part of our team, you will learn and exemplify the Gold Standards, such as our Employee Promise, Credo and our Service Values. And our promise to you is that we offer the chance to be proud of the work you do and who you work with.

In joining The Ritz-Carlton, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.