Director of Residences The Ritz Carlton, Sarasota QUAY

Marriott•Sarasota, FL

8d•$117,000 - $168,000

About The Position

The Director of Residences manages luxury condominium facilities and all departments operating within the building, including the physical plant, with a focus on protecting the investment and increasing its value through superior care. The role implements high standards for life safety, loss prevention, unit-owner identity, and privacy protection; operates within the residences’ budget; and provides the Board with timely financial performance reports and projections. The Director serves as a liaison to Association shared-services directors and develops property-wide strategies that meet or exceed the needs and expectations of resident owners and employees while providing a return on investment. The Director leads property operations and teams, monitors owner engagement and satisfaction data, ensures maintenance and service quality, and establishes sustainable work processes. The role builds relationships with owners and the Board, attends owner and Board meetings, and provides monthly reports and financial statements. It also leads human-resources activities, including communication, performance reviews, employee feedback, fair policy administration, and training programs that reinforce consistent quality service. The position champions The Ritz-Carlton service vision and Gold Standards.

Requirements

A two-year degree from an accredited university in Business Administration, Hotel and Property Management, or a related major, plus four years of experience in guest services, front desk, housekeeping, sales and marketing, management operations, or a related professional area; or a four-year bachelor’s degree in one of those fields plus two years of such experience.
Condominium management license, as applicable.

Nice To Haves

Previous Association management experience.

Responsibilities

Develop an operational strategy aligned with the brand’s business strategy and lead its execution.
Review owner-engagement surveys, action-plan comments, guest-satisfaction results, and other data to identify improvement opportunities.
Adhere to the four pillars of operational excellence: owner and employee engagement, financial excellence, and property management.
Evaluate whether the Operations Team meets service needs and provide feedback.
Participate in public-space walkthroughs with Engineering and Housekeeping to ensure public and back-of-house areas are maintained and preventive maintenance is in place.
Tour the building regularly and speak with associates, owners, and the Board to understand needs and assess operational opportunities.
Establish sustainable work processes and systems that support the strategy.
Review reports and financial statements to assess performance against budget and communicate departmental goals.
Manage condominium facilities and building departments, including the physical plant, to protect and increase the value of the investment.
Liaise with Association shared-services directors, including Loss Prevention, Human Resources, Accounting, and Housekeeping.
Identify and correct building and service defects.
Maintain standards for life safety, loss prevention, owner identity, and privacy protection.
Maintain complete information about unit owners, parking and storage spaces, Association dues, owner newsletters, and hotel features, services, and restaurant concepts.
Maintain knowledge of and comply with hotel and residence policies and procedures.
Ensure associates are treated fairly and equitably, recognize their contributions, and foster commitment to excellent service.
Make decisions that advance the property toward its goals and implement property-management training programs.
Attend owner and Board meetings, provide monthly reports and financial statements, and establish strong relationships with owners and the Board.
Promote constructive collaboration through education, communication, and innovation.
Work with direct reports to identify financial concerns and improve departmental performance; prepare and operate within the annual residences budget.
Identify key drivers of business success and focus leadership on priorities; develop property-wide strategies that meet or exceed resident-owner and employee expectations and provide a return on investment.
Provide the Board with timely financial performance reports and projections and guide it on property-management requirements and governance compliance.
Create residential common-area experiences that meet or exceed owner expectations and champion the brand’s service vision.
Maintain collaborative relationships with direct reports and the operations team, and ensure direct reports do the same with their teams.
Regularly obtain feedback from owners, vendors, and guests about product quality, service levels, and satisfaction; handle owner complaints using the instant pacification procedure and verify satisfaction.
Develop creative solutions to improve guest satisfaction and verify regular operational communications, including pre-shift briefings and staff meetings.
Include owner satisfaction in staff and operations meetings and encourage ideas for continual improvement.
Set goals and expectations for direct reports, hold staff accountable, conduct annual performance appraisals, and solicit and address employee feedback and concerns.
Ensure property policies are administered fairly and consistently and that disciplinary procedures and documentation follow SOPs and LSOPs; support the Peer Review Process.
Champion change, manage implementation of brand and regional initiatives, and communicate follow-up actions to the team.