Resort Manager / Hotel Manager

JOB SUMMARY

Functions as the strategic business leader of property operations and acts as General Manager in his/her absence. Areas of responsibility include Front Office, Housekeeping, Food & Beverage, Culinary, Spa & Recreation, and Security/Loss Prevention. The position works with direct reports, including Executive Committee members and department heads, to develop and implement the operations strategy and ensure implementation of the brand service strategy and brand initiatives. The position ensures operations meet the needs of the brand’s target customer, supports employee satisfaction, focuses on growing revenues and maximizes financial performance. As a member of the Executive Committee, the Resort Manager / Hotel Manager develops and implements property-wide strategies that deliver products and services that meet or exceed the expectations of guests and employees while providing a return on investment.

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 Profitability

• Keeps the operations team focused on the critical components of operations to drive guest satisfaction and desired financial results.
• Ensures all operational areas provide an atmosphere conducive to the overall guest experience.
• Reviews financial reports and statements to determine how Operations is performing against budget.
• Ensures capital expenditure funds are used to address priorities outlined in the service strategy.
• Works with direct reports to identify areas of concern and establish ways to improve departmental financial performance.
• Strives to maintain profit margins without compromising guest or employee satisfaction.
• Identifies and analyzes operational challenges and facilitates solutions to prevent recurrence.
• Coaches and supports the operations team in effectively managing occupancy and rate, wages and controllable expenses.
• Reviews wage performance against budget and holds leaders accountable for corrective actions and results.
• Develops an operational strategy aligned with the brand’s business strategy and leads its execution.
• Makes and executes key decisions to keep the property moving toward achievement of its goals.

Managing Revenue Goals

• Monitors hotel operations sales performance against budget.
• Focuses on growing revenues and maximizes the financial performance of the department
• Reviews reports and financial statements to determine hotel operations performance against budget.
• Coaches and supports operations team to effectively manage occupancy & rate, wages and controllable expenses.
• Reviews the Wage Progress Report and compares budgeted wages to actual wages, coaching direct reports to address problem areas and holding team accountable for results.

Managing Property Operations

• Establishes a vision for product and service delivery throughout the property.
• Champions the brand’s service vision and ensures alignment across the property leadership team.
• Ensures employees are treated fairly and equitably.
• Strives to continuously improve service performance.
• Communicates clear and consistent operational goals to achieve desired results.
• Ensures brand and regional business initiatives are implemented and communicates follow-up actions to the team.
• Ensures the core elements of the service strategy are in place.
• Regularly tours the property and engages with employees and guests to understand business needs and identify operational opportunities.

Leading Operations and Department Teams

• Functions as the strategic business leader of the property's Hotel Operations; areas of responsibility may include Front Office, Business Center, Recreation/Health Club, Housekeeping, Food and Beverage/Culinary and Engineering/Maintenance.
• Works with direct reports (e.g., department heads) to develop and implement departmental strategies and manage the implementation of the brand service strategy and brand initiatives.
• 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.
• Champions the brand’s service vision for product and service delivery and ensures alignment amongst the hotel leadership teams.
• Develops systems to enable employees to understand guest satisfaction results.
• Communicates a clear and consistent message regarding departmental goals to produce desired results.
• Develops positive owner relationships.
• Performs other duties, as assigned, to meet business needs.

Managing the Guest Experience

• Reviews guest feedback with leadership team and verifies that appropriate corrective action is taken.
• Responds to and handles guest problems and complaints.
• Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
• Creates an atmosphere in all Rooms and Food and Beverage areas that meets or exceeds guest expectations.

Managing and Conducting Human Resources Activities

• Facilitates the development of creative solutions to overcome obstacles and manages the implementation to continually improve guest satisfaction results.
• Verifies that employees are treated fairly and equitably.
• Verifies that regular, ongoing communication is happening in Operations (e.g., pre-shift briefings, staff meetings).
• Fosters employee commitment to providing excellent service, participates in daily stand-up meetings and models desired service behaviors in all interactions with guests and employees.
• Incorporates guest satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to continually improve results.
• Sets goals and expectations for direct reports using the performance review process and holds staff accountable for successful performance.
• Solicits employee feedback, utilizes an “open door policy” and reviews employee satisfaction results to identify and address employee problems or concerns.
• Verifies 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 supports the Peer Review Process.
• Conducts annual performance appraisal with direct reports according to Standard Operating Procedures.
• Champions change, manages the implementation of brand and regional business initiativesand communicates follow-up actions to team as necessary.

MANAGEMENT COMPETENCIES

Leadership

• Professional Demeanor - Exhibiting behavioral styles that convey confidence and command respect from others; making a good first impression and representing the company in alignment with its values.

• Problem Solving and Decision Making - Identifying and understanding issues, problems, and opportunities; obtaining and comparing information from different sources to draw conclusions, develop and evaluate alternatives and solutions, solve problems, and choose a course of action.

• Communication - Conveying information and ideas to others in a convincing and engaging manner through a variety of methods. Strong public presentation skills.

• Adaptability - Maintaining performance level under pressure or when experiencing changes or challenges in the workplace.

Managing Execution

• Planning and Organizing - Gathering information and resources required to set a plan of action for self and/or others; prioritizing and arranging work requirements to accomplish goals and ensure work is completed.

• Driving for Results - Setting high standards of performance for self and/or others; assuming responsibility for work objectives; initiating, focusing, and monitoring the efforts of self and/or others toward the accomplishment goals; proactively taking action and going beyond what is required

• Building and Contributing to Teams - Leading and participating as a member of a team to move toward the completion of common goals while fostering cohesion and collaboration among team members.

Building Relationships

• Coworker Relationships - Interacting with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships.

• Customer Relationships - Developing and sustaining relationships based on an understanding of customer needs and actions consistent with company values.

• Fostering Inclusion - Supporting employees with diverse styles, abilities, motivations, and/or cultural perspectives; leveraging personal differences to achieve objectives; and promoting a work environment where all employees are given the opportunity to contribute to their full potential.

Generating Talent and Organizational Capability

• Talent Management - Providing guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.

• Organizational Capability - Evaluating and adapting the structure of organizational units, jobs, and work processes to best fit the needs and/or support the goals of an organizational unit.

Learning and Applying Professional Expertise

• Applied Learning - Seeking and making the most of learning opportunities to improve performance of self and/or others.

• Technical Acumen - Understanding and utilizing professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges

• Detail Orientation - The ability to attend to and verify the accuracy and completeness of details in work activities. This includes focusing on the small details of work activities and taking the necessary time to ensure that all the details of completed work are correct and of high quality.

• General Property Operations - Knowledge of the operating principles and practices of all brand/property-specific functions to support successful operations of the overall property (e.g., Engineering/Maintenance, Event Management, Finance and Accounting, Human Resources, Legal/Contracting, Food and Beverage, Guest Services/Front Desk, Sales & Marketing, Security/Loss Prevention, Retail/Gift Shops, Spa, and Recreation/Health Club).

• Business Acumen - Understanding and utilizing business information (e.g., employee engagement, guest satisfaction, and property financial performance) to manage everyday operations and generate innovative solutions to approach business and administrative challenges.

• Applied Business Knowledge - Evaluates market conditions, organizational objectives, and important aspects of the business to accurately diagnose market opportunities and threats; anticipates opportunities and threats, identify issues, and develop strategies and plans. Aligning individual and team actions with strategies and plans to drive business results.

• Management of Capital Resources - Determines the appropriate allocation of money used to accomplish work goals, and submits expenses according to guidelines; appropriately utilizes and maintains equipment, facilities, and materials needed to perform work activities.

• Administration and Management - Understands and applies the business and management information involved in strategic planning, resource allocation, human resources modeling, leadership techniques, production methods, and coordination of people and resources.

• Basic Competencies - Fundamental competencies required for accomplishing basic work activities.

• Basic Computer Skills - Using basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).

• Mathematical Reasoning - The ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues.

• Oral Comprehension - The ability to listen to and understand information and ideas presented through spoken words and sentences.

• Reading Comprehension - Understanding written sentences and paragraphs in work related documents.

• Writing - Communicating effectively in writing as appropriate for the needs of the audience.

THE RITZ-CARLTON CULTURE

The Resort Manager / Hotel Manager is expected to ensure that The Ritz-Carlton Gold Standards are delivered graciously and thoughtfully every day. The role is expected to learn, demonstrate and champion the Gold Standards, including the Employee Promise, Credo and Service Values, while reinforcing The Ritz-Carlton’s culture of luxury service and excellence.

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.