Residences Manager

5 days ago

Toronto, Ontario, Canada Marriott International Full time

Job Summary

The Residences Manager is a strategic business leader responsible for overseeing the operations of luxury condominium facilities. This role acts as the General Manager in their absence and is accountable for managing the physical plant, protecting the investment, and increasing its value through superior care.

Key Responsibilities

• Develop and implement operational strategies aligned with the brand's business strategy and lead their execution.

• Review comment cards, guest satisfaction results, and other data to identify areas of improvement and provide feedback to the operations team.

• Evaluate if the operations team is meeting service needs and provide guidance to ensure alignment with the brand's target customer needs.

• Participate in public space walk-throughs with Engineering and Housekeeping to ensure guest rooms, public spaces, and back-of-house areas are well maintained and preventative maintenance processes are in place.

• Tour the building regularly, speaking with employees and guests to understand business needs and assess operational opportunities.

• Review findings from comment cards and guest satisfaction results with the leadership team and ensure appropriate corrective action is taken.

• Work with the team to implement sustainable work processes and systems that support the execution of the strategy.

• Review reports and financial statements to determine Rooms operations performance against budget.

• Communicate a clear and consistent message regarding departmental goals to produce desired results.

• Manage luxury condominium facilities, including the physical plant, with attention to protecting the investment and increasing its value through superior care.

• Verify that the rooms' operations meet the brand's target customer needs, verify employee satisfaction, focus on growing revenues, and maximize the financial performance of the department.

• Identify and correct building and service defects while providing an increase in value.

• Implement high standards for all aspects of life safety, loss prevention, unit owner identity, and privacy protection.

Leadership and Team Management

• Verify that employees are treated fairly and equitably.

• Celebrate successes and publicly recognize the contributions of team members.

• Foster employee commitment to providing excellent service, participate in daily stand-up meetings, and model desired service behaviors in all interactions with guests and employees.

• Develop and execute the necessary decisions to keep the property moving forward toward achievement of goals.

• Implement training programs related to property management to reinforce constant quality service.

Stakeholder Management

• Attend owners' meetings and provide meaningful context to the rooms operational and financial results.

• Establish a relationship with the owner as a business partnership and support the relationship between the General Manager and the owner.

Financial Management

• Coach and support the operations team to effectively manage occupancy & rate, wages, and controllable expenses.

• Work with direct reports to determine areas of concern and establish ways to improve the department's financial performance.

• Lead cost containment efforts within Rooms operations, including organizational restructuring when necessary.

• Focus on maintaining profit margins without compromising guest or employee satisfaction.

• Identify key drivers of business success and keep Rooms leadership focused on the critical few to achieve results.

• 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 and provide a return on investment.

Guest Experience

• Create an atmosphere in all Rooms and Food and Beverage areas that meets or exceeds guest expectations.

• Champion the brand's service vision for product and service delivery and ensure alignment amongst the Rooms leadership teams.

• Verify that 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 Rooms operations team, ensuring direct reports do the same for their team.

• Interface with customers on a regular basis to obtain feedback on quality of product, service levels, and overall satisfaction.

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