Director of Residences

Job Number: 26106412 | Full Time | On-site at 1111 Ritz Carlton Dr, Sarasota, Florida, 34236 | Relocation assistance available

About the Role

Implements high standards for all aspects of life-safety, loss-prevention, unit owner identity, and privacy protection. Operates within the constraints of the residences budget. Provides timely reporting of financial performance and projections to the Board. Manages luxury condominium facilities and all departments working within the building, including physical plant with attention to protection of the investment and plans to increase its value through superior care. Serves as a liaison to Association shared services Directors (e.g., Loss Prevention, Human Resources, Accounting, Housekeeping). 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. Implements training programs related to property management reinforcing constant quality service. Continuously identifies and corrects building and service defects while providing increase in value.

Responsibilities

• Works with the Guidance team to develop an operational strategy aligned with the brand’s business strategy and leads its execution.
• Reviews owner engagement survey, comment cards, guest satisfaction results, and other data to identify areas of improvement.
• Adheres to the four pillars of operational excellence: owner and employee engagement, financial excellence, and property management.
• Evaluates if the Operations Team meets service needs and provides feedback.
• Participates in public space walk-throughs with Engineering and Housekeeping to ensure areas are well maintained and preventative maintenance processes are in place.
• Tours building regularly, speaking with associates, owners, and Board of Directors to understand business needs and assess operational opportunities.
• Works with team to implement sustainable work processes and systems supporting strategy execution.
• Reviews reports and financial statements to determine residential property performance against the budget.
• Communicates clear and consistent messages regarding departmental goals to produce desired results.
• Manages luxury condominium facilities and all departments, including physical plant, with attention to investment protection and value increase.
• Serves as a liaison to Association shared services Directors (e.g., Loss Prevention, Human Resources, Accounting, Housekeeping).
• Identifies and corrects building and service defects while providing an increase in value.
• Implements high standards for life safety, loss prevention, unit owner identity, and privacy protection.
• Maintains complete inventory of unit owners’ information, parking and storage spaces, monthly Association common dues, owners’ newsletter, hotel features, services, and restaurant concepts.
• Maintains knowledge of and complies with all hotel and residence policies and procedures.
• Verifies associates are treated fairly and equitably.
• Celebrates successes and officially recognizes team members' contributions.
• Fosters associate commitment to excellent service through daily stand-up meetings and modeling desired behaviors.
• Develops and executes decisions to keep property moving forward toward achievement of goals.
• Implements training programs related to property management reinforcing constant quality service.
• Attends owners and Board meetings, providing monthly reports and financial statements to the Board of Directors.
• Establishes strong relationships with owners and their Board of Directors to maintain a successful residential community.
• Promotes constructive collaboration through education, communication, and innovation.
• Works with direct reports to determine areas of concern and improve departments’ financial performance.
• Prepares and operates within the constraints of the residences’ annual budget.
• Identifies key drivers of business success and keeps leadership focused on critical factors to achieve results.
• Develops and implements property-wide strategies delivering products and services to meet or exceed expectations of target resident owners and employees.
• Provides timely reporting of financial performance and projections to the Board.
• Guides the Board on appropriate property management requirements and governance compliance.
• Creates an atmosphere in all residential common areas that meets or exceeds owner’s expectations.
• Champions the brand’s service vision for product and service delivery, ensuring alignment amongst leadership teams.
• Verifies core elements of the service strategy are in place to produce desired results.
• Establishes and maintains open, collaborative relationships with direct reports and the entire operations team.
• Interfaces with customers (e.g., owners, vendors, guests) regularly to obtain feedback on quality of product, service levels, and overall satisfaction.
• Handles owners’ complaints by following the instant pacification procedure and verifying guest satisfaction.
• Facilitates development of creative solutions to overcome obstacles and manages implementation to improve guest satisfaction results.
• Verifies regular, ongoing communication in Operations (e.g., pre-shift briefings, staff meetings).
• Fosters associate commitment to excellent service, participates in daily stand-up meetings, and models desired service behaviors.
• Incorporates owner satisfaction as a component of staff/operations meetings with an emphasis on generating innovative improvement methods.
• 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 problems or concerns.
• Verifies 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 appraisals with direct reports according to Standard Operating Procedures.
• Champions change and manages the implementation of brand and regional business initiatives, communicating follow-up actions to the team as necessary.

Qualifications

• 2-year degree from an accredited university in Business Administration, Hotel and Property Management, or related major; 4 years’ experience in guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area. Management license for Condominiums, as applicable.
• OR 4-year bachelor's degree in Business Administration, Hotel and Property Management, or related major; 2 years’ experience in guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area. Management license for Condominiums, as applicable.
• Preferred: Previous Association management experience.

Benefits

• Bonus eligible

Pay

$117,000 - $168,000 annually