General Manager, The Ritz-Carlton Bacara, Santa Barbara

Job Number: 26132030
Location: 8301 Hollister Avenue, Santa Barbara CA 93117, United States

About the role

Functions as the primary strategic business leader of the property with responsibility for all aspects of the operation, including guest and employee satisfaction, human resources, financial performance, sales and revenue generation and delivering a return on investment to both The Ritz-Carlton and property ownership. Verifies the implementation of The Ritz-Carlton brand service strategy and brand initiatives with the objective of meeting or exceeding guest expectations and increasing profit and market share. Holds property leadership team accountable for strategy execution, and guides their individual professional development. The position verifies that The Ritz-Carlton sales engines are leveraged and initiates independent and proactive sales activities, when appropriate, to generate demand. Verifies that the objectives and goals of The Ritz-Carlton and property owners work together to achieve brand positioning and success. Builds owner loyalty through proactive communication, setting and managing expectations and delivering solid business results. The position is actively involved in the local community and builds strong relationships with local officials, businesses, and customers. Represents The Ritz-Carlton in all leadership actions.

Responsibilities

• Business Strategy Development: stays current with industry trends, monitors competition, explores new business opportunities, develops business plans to maximize customer satisfaction, profitability, and market share; aligns plans with Ritz-Carlton brand strategies; translates global strategic plan into executable property plan.
• Business Strategy Execution: executes business plans; verifies alignment with brand strategies; holds leadership team accountable; experiments with new ideas; evaluates success; ensures positive impact on performance.
• Sales and Marketing: works with Sales and Marketing team to develop revenue-generating strategies; identifies leads, develops tailored approach; verifies alignment with brand strategy; ensures leaders leverage demand engines; augments guest preference via booking ease and quality interactions.
• Talent Management and Organizational Capability: creates high-performance Executive Committee; coaches and holds accountable; creates learning and development opportunities; executes development plans for direct reports; ensures managers do same for their reports; identifies resource needs; creates succession plans; supports staffing; verifies effective work processes, systems, teamwork.
• Brand Champion: serves as passionate brand advocate; communicates brand goals; role models work ethic and service; champions change; inspires team; represents Ritz-Carlton values.
• Business Information Analysis: reviews market share, financial performance, inventory, employee engagement, customer satisfaction; analyzes data to address market changes; ensures budget compliance and profit margin goals; identifies successes and opportunities; integrates info into business plans.
• Employee and Labor Relations: ensures fair treatment; builds rapport via open communication and frontline time; open door policy; validates pay and benefits; celebrates employee success; works with HR to maximize engagement and monitor labor environment.
• Revenue Management: works with Revenue Management team to develop pricing strategies balancing seasonality, economy, segments, objectives, satisfaction; establishes revenue strategy supporting brand positioning; verifies demand forecasting and sound revenue practices; identifies ways to grow occupancy, RevPAR, market share; controls labor and capital expenses.
• Owner Relations: builds rapport with owners via proactive communication; keeps owners informed of brand initiatives and guest experiences; provides in-depth performance analysis; balances owner and brand interests; develops ideas for improving service and profitability.
• Customer and Public Relations Management: interacts with guests for feedback; uses feedback to recognize service and improve delivery; holds leadership accountable for service failures; develops ways to exceed expectations; establishes market presence via community involvement and strategic alliances; anticipates needs of large/high-profile guests; ensures appropriate publicity.
• Company/Brand Policy, Procedures, And Standards Compliance: verifies compliance with legal, safety, operations, labor, and brand standards; conducts quality assurance audits; holds employees accountable for audits; conducts walk-throughs to verify building maintenance, safety, and guest expectations; verifies employee training and performance to standard.