Residences General Manager – Ritz-Carlton Residences, Istanbul in Istanbul, Turkey
- İstanbul
- Kontrat
- Tam zamanlı
- 2-year degree from an accredited university in Business Administration, Hotel and Property Management, or related major; 6 years' experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area. Management license for Condominiums, as applicable.
- 4-year bachelor’s degree 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.
- 8 or more years' experience in a senior management position of a Four Star/Four Diamond hotel minimally.
- Property industry work experience, demonstrating progressive career growth and a pattern of exceptional performance.
- Previous Association management experience.
- Works with Guidance 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.
- 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.
- Attends owners and Board meetings and provides monthly reports and financial statements to the Board of Directors.
- Establishes strong relationships with all owners and their Board of Directors to maintain a successful residential community.
- Promotes synergy through education, communication and innovation.
- Works with direct reports to determine areas of concern and establish ways to improve the departments' financial performance.
- Prepares and operates within the constraints of the residences' Annual budget.
- Identifies key drivers of business success and keeping 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 brand's target resident owner and employees and provides a return on investment.
- 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 and ensures alignment amongst the 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 operations team. Ensures direct reports do the same for their team.
- Interfaces with customers, (e.g., owners, vendors, guests) on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
- Adheres to the telephone etiquette.
- Handles owner's complaints by following the instant pacification procedure and verifying guest satisfaction.
- Facilitates the development of creative solutions to overcome obstacles and manages the implementation to continually improve guest satisfaction results.
- Verifies that employees are treated fairly and equitably.
- Verifies that regular, ongoing communication is happening in Operations (e.g., pre-shift briefings, staff meetings).
- Fosters employee commitment to providing excellent service, participates in daily stand-up meetings and models desired service behaviors in all interactions with owners, their guests, and employees.
- Incorporates owner satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to continually improve results.
- 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 employee problems or concerns.
- Verifies that 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 appraisal with direct reports according to Standard Operating Procedures.
- Champions change, manages the implementation of brand and regional business initiatives and communicates follow-up actions to team as necessary.
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