Residences Manager

Marriott•Los Angeles, CA

2h•$81,000 - $108,000

About The Position

The Residences Manager is the strategic business leader of rooms operations and acts as General Manager in the General Manager’s absence. The role manages luxury condominium facilities, including the physical plant, with attention to protecting the investment and increasing its value through superior care. Areas of responsibility include Front Office, Retail/Gift Shops, Recreation/Fitness Center, Housekeeping, and Security/Loss Prevention. The manager oversees the development and implementation of departmental strategies and verifies that brand service strategies and initiatives are put into practice. The role ensures rooms operations meet target customer needs, monitors employee satisfaction, grows revenue, and maximizes departmental financial performance. The manager identifies and corrects building and service defects, develops property-wide strategies that meet or exceed guest and employee expectations while delivering a return on investment, and implements property-management training programs that reinforce consistent quality service.

Requirements

Either a two-year degree from an accredited university in Business Administration, Hotel and Restaurant 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 relevant experience.

Responsibilities

Work with the Rooms management team to develop and execute an operational strategy aligned with the brand’s business strategy.
Review guest comment cards, satisfaction results, and other data to identify areas for improvement and ensure appropriate corrective action.
Evaluate whether the Operations Team is meeting service needs and provide feedback.
Participate in public-space walk-throughs with Engineering and Housekeeping to ensure guest rooms, public spaces, and back-of-house areas are maintained and preventive maintenance is in place.
Tour the building regularly and speak with employees and guests to understand business needs and identify operational opportunities.
Establish sustainable work processes and systems that support execution of the strategy.
Review reports and financial statements to assess Rooms operations performance against budget.
Communicate departmental goals clearly and consistently.
Manage luxury condominium facilities and the physical plant, protecting the investment and increasing its value through superior care.
Ensure rooms operations meet target customer needs, employee satisfaction is monitored, revenue is grown, and departmental financial performance is maximized.
Identify and correct building and service defects.
Implement high standards for life safety, loss prevention, unit-owner identity, and privacy protection.
Ensure employees are treated fairly and equitably, celebrate successes, and publicly recognize team contributions.
Foster employee commitment to excellent service, participate in daily stand-up meetings, and model desired service behaviors.
Make and execute decisions that keep the property moving toward its goals.
Implement property-management training programs that reinforce consistent quality service.
Attend owners’ meetings and provide context for rooms operational and financial results.
Build a business-partnership relationship with the owner and support the relationship between the General Manager and the owner.
Coach and support the operations team in managing occupancy and rate, wages, and controllable expenses.
Work with direct reports to identify financial concerns and ways to improve departmental performance.
Lead Rooms operations cost-containment efforts, including organizational restructuring when necessary.
Maintain profit margins without compromising guest or employee satisfaction.
Identify key drivers of business success and keep Rooms leadership focused on the critical few needed to achieve results.
Develop and implement property-wide strategies that meet or exceed the needs and expectations of target customers and employees and provide a return on investment.
Create an atmosphere in Rooms and Food and Beverage areas that meets or exceeds guest expectations.
Champion the brand’s service vision and ensure alignment among Rooms leadership teams.
Verify that core elements of the service strategy are in place to achieve desired results.
Establish and maintain open, collaborative relationships with direct reports and the Rooms operations team, ensuring direct reports do the same with their teams.
Interface with customers regularly to obtain feedback on product quality, service levels, and overall satisfaction.