Director of Residences

Job Number 24110220

Job Category Rooms & Guest Services Operations

Location Nekajui a Ritz-Carlton Reserve, End of the 253 National Route, Peninsula Papagayo, Liberia, Guanacaste, Costa Rica VIEW ON MAP

Schedule Full-Time

Located Remotely? N

Relocation? N

Position Type Management

JOB SUMMARY

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.

CANDIDATE PROFILE

Education and Experience

• 2-year degree from an accredited university in Business Administration, Hotel and Property Management, or related major; 4 years experience in the 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 the 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.

CORE WORK ACTIVITIES

Managing Property Operations

• Works with Guidance team team to develop an operational strategy that is aligned with the brand’s business strategy and leads its execution.
• Reviews Owner engagement survey and prepares yearly action plans 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 Operations Team is meeting service needs and provides feedback to operations team.
• Participates in public space walk-throughs with Engineering and Housekeeping to ensure public space and back of the house areas are well maintained and preventative maintenance processes are in place.
• Tours building on a regular basis speaking with employees, owners, and Board of Directors to understand business needs and assess operational opportunities.
• 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 the residential property is performing against the budget.
• Communicates a clear and consistent message regarding departmental goals to produce desired results.
• 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).
• 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.
• Maintains complete inventory of: Unit owners’ information, parking and storage spaces, monthly Association common dues, Owners’ monthly/quarterly newsletter, hotel features, services, and hotel restaurant food concepts and information.
• Maintains complete knowledge of and complies with all hotel and residence policies and procedures.

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 stand-up meetings and models desired service behaviors in all interactions with guests and employees.
• 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

• Attends owners and Board meetings and provides monthly reports and financial statements to the Board of D