Job Number 24024184Job Category Rooms & Guest Services OperationsLocation The Ritz-Carlton Dove Mountain, 15000 N Secret Springs Dr, Marana, Arizona, United StatesSchedule Full-TimeLocated Remotely? NRelocation? YPosition Type ManagementJOB SUMMARYFunctions as the strategic business leader for residential service activities required between the homeowners and the management company. Manages luxury condominium facilities with attention to and support of the 4 Pillars of Operational Excellence. Monitors the development and implementation of residential brand strategies and supports the leadership team in flawless execution. Assists in developing and implementing property-wide initiatives that deliver products and services that create owner engagement while remaining in-line with the condominium documents. Acts as the liaison between the management company and the homeowners and fosters positive relationships between all parties.CANDIDATE PROFILEEducation and Experience Bachelor’s degree from an accredited university in Hotel Management, Hospitality, Business AdministrationOR Related major; 2 years’ experience in residential hospitality, or related professional area preferred.CORE WORK ACTIVITIESMaintaining Residences Operations Maintains knowledge of owners’ name/number/family members, residence numbers, and floor plans and hours of operation. Maintains knowledge of all marketing packages and promotions used by the sales team (if the property is still in sales). Maintains knowledge of the Hotel Reservation Services Responsible for assisting in the day to day operations for Residences, including vendor activity on-site and office administration. Conduct daily line-ups Participate in monthly departmental meetings to review and assist in the implementation of action plans to improve employee and owner satisfaction. Provide employee recognition on an ongoing basis, including an annual staff event. Maintain complete knowledge and comply with all residences policies and procedures and protects the privacy of the owners. Maintain knowledge of homeowner Rules & Regulations. Communicate with the General Manager or the Director of Residences regularly regarding issues and information relating to residents. Provide feedback to the General Manager of Director of Residences for local standard operating procedures and assist with departmental compliance. Create an environment of open communication for Ladies, Gentlemen and Owners. Monitor logbooks and service requests to verify timely completion of tasks. Monitor unit admittance procedures and verifies correct key inventory Creates and maintains filing system: work orders, reports, home care records, invoices, correspondence, owner forms and proof of insurance. Office Communication should be replied to and filed in a timely fashion Communication via newsletters, email, and faxes may be required on behalf of the association. The General Manager or Director of Residences will monitor the communications the Residential Services Manager will execute. Maintains accurate homeowner’s roster and follow up with services deficiencies Knowledge of the computer systems including, Mystique, Buildinglink, scheduling software and key control software. Communicates with homeowners, management and employees. Manages owner expectations while remaining calm and courteous. Works flexible hours, including weekends, holidays and evenings if necessary.Managing and Conducting Residences Activities Responsible for assisting in the planning and execution of services and lifestyle activities involving homeowners and the hotel when applicable. Responsible for supporting the leadership team in fostering and maintaining good relationships with the homeowners and their representatives by providing services and amenities aligned with Ritz-Carlton Brand and quality standards. Actively participate in activities and communication that support full participation in the Owner Engagement Survey. Document all resident requests, complaints or problems immediately, implement them in to Buildinglink and notify the designated departments. Serves as a liaison between homeowners and various departments and builder/developer. Provide homeowners with at least 3 options for vendors or Ritz-Carlton services that can aid in home or unit maintenance. Will report any issues that pertain to vendors or service providers and will assist in resolving the issue. Communicate a la carte services provided by Hotel and will communicate requests in a timely manner. Submit maintenance and housekeeping requests to the appropriate department and follow up accordingly. Collect resident owner’s preferences, track and record additional preferences and put them in Mystique. Report any common area items that are not in line with Ritz-Carlton Brand Standards. Create an environment that fosters WOW stories and Lionshare Best Practices. Familiar with Business Priority Matrix. Participation in the creation of WIG’s, Lead Measures and the WIG Boards. Participate in weekly calls. Familiar with the balanced scorecards in Employee/Owner Engagement. Plan regular social gatherings for owners and assist in the creation of newsletters and other methods for communicating events. Assists in the properties cleanliness and is responsible for their part in protecting the physical asset through visual inspections and self-audits.The salary range for this position is $56,000.00 to $73,000.00 annually. Marriott offers a bonus program, comprehensive health care benefits, 401(k) plan with up to 5% company match, employee stock purchase plan at 15% discount, accrued paid time off (including sick leave where applicable), life insurance, group disability insurance, travel discounts, adoption assistance, paid parental leave, health savings account (except for positions based out of or performed in Hawaii), flexible spending accounts, tuition assistance, pre-tax commuter benefits, other life and work wellness benefits, and may include other incentives such as stock awards and deferred compensation plans. Benefits and incentive compensation may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions.The compensation and benefits information is provided as of the date of this posting. Marriott reserves the right to modify compensation and benefits at any time, with or without notice, subject to applicable law.Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.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.
