Job Description

JOB SUMMARY

Functions as the strategic business leader of Residences operations and acts as the point of contact when the property leader is absent. Manages luxury condominium facilities, including physical plant with attention to protection of the investment and plans to increase its value through superior care. Areas of responsibility include all common areas, back of house areas and shared common space where appropriate. Develops and monitors the implementation of departmental strategies and verifies implementation of the strategies and initiative and holds stakeholders accountable. Verifies the residential operations meet the needs of the Owners, verifies employee satisfaction and focuses on financial performance of the department. Identifies and corrects building and service defects while providing increase in value. Develops and implements property-wide strategies that deliver products and services to meet or exceed the needs and expectations of the Owners, the board of directors and employees and ensures the team is protecting the assets. Implements training programs related to property management reinforcing constant quality service.

CANDIDATE PROFILE

Education and Experience
• 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; 4 year's 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 year's experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.

CORE WORK ACTIVITIES

Managing Property Operations
• Develops an operational strategy that is aligned with the brand's business strategy and leads its execution.
• Reviews Owner Engagement Survey results and other data to identify areas of improvement and create action plans for improvement.
• Evaluates if the residential operations team is meeting service needs and provides feedback. Develops and implements strategies for improvement.
• Participates in property walk-throughs with Engineering and Housekeeping to ensure common areas and back of the house areas are well maintained and preventative maintenance processes are in place. Create and maintain self-audits to ensure relevancy.
• Tours building on a regular basis speaking with employees and Owners to understand business needs and assess operational opportunities.
• Reviews findings from Owner Engagement Survey results with leadership team and ensures appropriate corrective action is taken. Develops action plan for improvement and is accountable for outcomes.
• Works with team to put sustainable work processes and systems in place that support the execution of the strategy.
• Reviews reports and financial statements to determine residential operations performance against budget.
• Creates draft annual budgets and works with the designated board member for to gain approval for board presentation.
• Develops and communicates a clear and consistent message regarding departmental goals to produce desired results.
• Manages luxury condominium facilities, including physical plant with attention to protection of the investment and plans to increase its value through superior care.
• Verifies the residences operations meet Owner's needs, verifies employee satisfaction, focuses on managing revenues and maximizes the financial performance of the department.
• Identifies and corrects building and service defects while providing increase in value.
• Implements high standards for all aspects of life safety, loss prevention, unit owner identity and privacy protection.

Leading Operations Teams
• Verifies employees are treated fairly and equitably.
• Celebrates successes and publicly recognizes the contributions of team members.
• Fosters employee commitment to providing excellent service, participating in daily operations meetings and models desired service behaviors in all interactions with Owners and Residents.
• Develops and executes the necessary decisions to keep property moving forward toward achievement of goals.
• Implements training programs related to property management reinforcing constant quality service.

Managing Relationships with Property Stakeholders
• Prepares for and leads board meetings and provides meaning or context to the operational and financial results.
• Establishes relationship with owner as a business partnership and supports the relationship between the General Manager and the owner.

Managing Profitability
• Coaches and supports operations team to effectively manage occupancy & rate, wages and controllable expenses.
• Works with direct reports to determine areas of concern and establish ways to improve the departments' financial performance.
• Leads cost containment efforts within operations including organizational restructuring when necessary.
• Focuses on maintaining profit margins without compromising Owner or associate satisfaction.
• Identifies key drivers of business success and keeping Residences leadership focused on the critical few to achieve results.
• Develops and implements property-wide strategies that deliver products and services to meet or exceed the needs and expectations of the Owners and employees and provides a return on investment.

Managing the Owner Experience
• Creates an atmosphere in all common areas that meets or exceeds Owner expectations.
• Champions the brand's service vision for product and service delivery and ensures alignment amongst the Residences leadership teams.
• Verifies core elements of the service strategy are in place to produce the desired results.
• Establishes and maintaining open, collaborative relationships with direct reports and entire Residences operations team. Instructs direct reports do the same for their team.
• Interfaces with Owners on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.

MIRJ