General Manager - The Ritz-Carlton Residences, The Woodlands

Marriott•The Woodlands, TX

2d•$174,000 - $238,350•Onsite

About The Position

The General Manager at The Ritz-Carlton Residences, The Woodlands is responsible for implementing high standards for life-safety, loss-prevention, unit owner identity, and privacy protection. This role operates within budget constraints, provides financial reporting and projections to the Board, and manages luxury condominium facilities and all associated departments. The General Manager serves as a liaison to Association shared services, develops and implements property-wide strategies to meet brand and customer expectations, and enhances the value of the property through superior care. This position also focuses on building owner loyalty through proactive communication and delivering strong business results, while actively engaging with the local community and representing the brand in all leadership actions.

Requirements

2-year degree from an accredited university in Business Administration, Hotel and Property Management, or related major; 6 years’ experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.
Management license for Condominiums, as applicable.
OR 4-year bachelor's degree in Business Administration, Hotel and Property Management, or related major; 4 years’ experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.
Management license for Condominiums, as applicable.

Nice To Haves

8 or more years’ experience in a senior management position of a Four Star/Four Diamond hotel minimally.
Property industry work experience, demonstrating progressive career growth and a pattern of exceptional performance.
Previous Association management experience.

Responsibilities

Implement high standards for life-safety, loss-prevention, unit owner identity, and privacy protection.
Operate within the constraints of the residences budget and provide timely reporting of financial performance and projections to the Board.
Manage luxury condominium facilities and all departments, including the physical plant, with attention to protecting the investment and planning for value increase.
Serve as a Liaison to Association shared services Directors (e.g., Loss Prevention, Human Resources, Accounting, Housekeeping).
Develop and implement property-wide strategies that deliver products and services to meet or exceed the needs and expectations of the brand’s target customer and employees, providing a return on investment.
Implement training programs related to property management, reinforcing constant quality service.
Continuously identify and correct building and service defects while providing an increase in value.
Build owner loyalty through proactive communication, setting and managing expectations, and delivering solid business results.
Actively participate in the local community and build strong relationships with local officials, businesses, and customers.
Represent the brand in all leadership actions.
Develop an operational strategy aligned with the brand’s business strategy and lead its execution.
Review Owner engagement surveys and prepare yearly action plans based on comment cards, guest satisfaction results, and other data to identify areas of improvement.
Adhere to the four pillars of Operational excellence: Owner and employee engagement, financial excellence, and Property Management.
Evaluate if the Operations Team is meeting service needs and provide feedback.
Participate in public space walk-throughs with Engineering and Housekeeping to ensure areas are well-maintained and preventative maintenance processes are in place.
Tour the building regularly, speaking with employees, owners, and the Board of Directors to understand business needs and assess operational opportunities.
Work with the team to implement sustainable work processes and systems that support strategy execution.
Review reports and financial statements to ensure the residential property is performing against the budget.
Communicate a clear and consistent message regarding departmental goals to produce desired results.
Maintain a complete inventory of unit owners’ information, parking and storage spaces, monthly Association common dues, Owners’ monthly/quarterly newsletter, hotel features, services, and hotel restaurant food concepts and information.
Maintain complete knowledge of and comply with all hotel and residence policies and procedures.
Verify employees are treated fairly and equitably.
Celebrate successes and publicly recognize the contributions of team members.
Foster employee commitment to providing excellent service, participating in daily stand-up meetings and modeling desired service behaviors.
Develop and execute necessary decisions to keep the property moving forward toward achievement of goals.
Attend owners and Board meetings and provide monthly reports and financial statements to the Board of Directors.
Establish strong relationships with all owners and their Board of Directors to maintain a successful residential community.
Promote synergy through education, communication, and innovation.
Work with direct reports to determine areas of concern and establish ways to improve departments’ financial performance.
Prepare and operate within the constraints of the residences’ Annual budget.
Identify key drivers of business success and keep leadership focused on the critical few to achieve results.
Guide the Board on appropriate property management requirements and governance compliance.
Create an atmosphere in all Residential common areas that meets or exceeds owner’s expectations.
Champion the brand’s service vision for product and service delivery and ensure alignment amongst leadership teams.
Verify core elements of the service strategy are in place to produce the desired results.
Establish and maintain open, collaborative relationships with direct reports and the entire operations team, ensuring direct reports do the same for their teams.
Interface with customers (e.g., owners, vendors, guests) regularly to obtain feedback on quality of product, service levels, and overall satisfaction.
Adhere to telephone etiquette.
Handle owner’s complaints by following the instant pacification procedure and verifying guest satisfaction.
Facilitate the development of creative solutions to overcome obstacles and manage implementation to continually improve guest satisfaction results.
Verify that regular, ongoing communication is happening in Operations (e.g., pre-shift briefings, staff meetings).
Incorporate owner satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to continually improve results.
Set goals and expectations for direct reports using the performance review process and hold staff accountable for successful performance.
Solicit employee feedback, utilize an “open door policy” and review employee satisfaction results to identify and address employee problems or concerns.
Verify that property policies are administered fairly and consistently; disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process.
Conduct annual performance appraisals with direct reports according to Standard Operating Procedures.
Champion change, manage the implementation of brand and regional business initiatives, and communicate follow-up actions to the team as necessary.