Residences General Manager, The Ritz-Carlton Residences Inner Harbor Baltimore

Marriott • Baltimore, MD

2d • $195,000 - $280,350

About The Position

The Residences General Manager oversees operations of The Ritz-Carlton Residences Inner Harbor Baltimore, managing luxury condominium facilities and the departments operating within the building. The role protects the property investment and seeks to increase its value through superior care, while maintaining high standards for life safety, loss prevention, owner identity, and privacy. The General Manager operates within the residences’ budget and provides the Board with timely financial performance reports and projections.

The position develops and executes property-wide strategies that meet or exceed the needs and expectations of resident owners and employees, support the brand’s service vision, and provide a return on investment. It implements property-management training and quality-service programs, monitors building and service conditions, and works to resolve defects. The General Manager builds owner loyalty through proactive communication, expectation management, and strong business results; serves as a liaison to Association shared-service directors; and represents the brand through leadership and community relationships.

The role leads operations teams, engages with owners and the Board of Directors, manages financial performance and human-resource activities, and ensures the delivery of exceptional service consistent with The Ritz-Carlton Gold Standards. It participates in the local community and builds relationships with local officials, businesses, owners, guests, and vendors.

Requirements

• A two-year degree from an accredited university in Business Administration, Hotel and Property Management, or a related major, plus six 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 four years of such experience.
• Condominium management license, as applicable.

Nice To Haves

• Eight or more years of experience in a senior management position at a Four Star/Four Diamond hotel, at minimum.
• Property-industry work experience demonstrating progressive career growth and a pattern of exceptional performance.
• Previous Association management experience.

Responsibilities

• Develop an operational strategy aligned with the brand’s business strategy and lead its execution with the Guidance team.
• Review owner-engagement surveys, comment cards, guest-satisfaction results, and other data; prepare annual action plans to address opportunities for improvement.
• Apply the four pillars of operational excellence: owner and employee engagement, financial excellence, and property management.
• Evaluate whether the Operations Team is meeting service needs and provide feedback.
• Conduct regular property tours and public-space walk-throughs with Engineering and Housekeeping to assess maintenance, operational needs, and opportunities.
• Establish sustainable work processes and systems that support execution of the property 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, while protecting and increasing property value through care.
• Liaise with Association shared-service directors, including Loss Prevention, Human Resources, Accounting, and Housekeeping.
• Identify and correct building and service defects and maintain standards for life safety, loss prevention, owner identity, and privacy protection.
• Maintain complete information on unit owners, parking and storage spaces, common dues, owner newsletters, and hotel features, services, and restaurant concepts.
• Maintain knowledge of and comply with hotel and residence policies and procedures.
• Treat employees fairly and equitably, recognize team contributions, foster service commitment, and model desired service behaviors.
• Make decisions and implement training programs that advance property goals and reinforce consistent quality service.
• Attend owner and Board meetings, provide monthly reports and financial statements, and establish strong relationships with owners and the Board.
• Promote synergy through education, communication, and innovation.
• Prepare and operate within the residences’ annual budget; work with direct reports to improve departmental financial performance and keep leadership focused on key business drivers.
• Develop and implement property-wide strategies that meet or exceed resident-owner and employee expectations and provide a return on investment.
• Guide the Board on property-management requirements and governance compliance.
• Create an atmosphere in residential common areas that meets or exceeds owner expectations and ensure service strategy elements are in place.
• Maintain collaborative relationships with direct reports and the operations team, and ensure direct reports foster similar relationships with their teams.
• Regularly obtain feedback from owners, vendors, and guests about product quality, service levels, and overall satisfaction; handle owner complaints using the instant pacification procedure and verify satisfaction.
• Facilitate creative solutions to improve guest satisfaction and maintain regular operational communication, including pre-shift briefings and staff meetings.
• Set goals and expectations for direct reports, conduct annual performance appraisals, and hold staff accountable for performance.
• Solicit employee feedback, use an open-door policy, and review employee satisfaction results to address concerns.
• Ensure property policies are administered fairly and consistently, disciplinary procedures and documentation follow SOPs and LSOPs, and the Peer Review Process is supported.
• Champion change, implement brand and regional business initiatives, and communicate follow-up actions.
• Represent the brand in leadership actions and build relationships with local officials, businesses, and customers.

Benefits

• The employer offers a range of benefits intended to support employees and their families, wellbeing, career development, and personal interests. Eligibility and options may vary by employment status, position, and location; specific benefits are not listed.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior