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About the Role

Implements high standards for life-safety, loss-prevention, unit owner identity, and privacy protection. Operates within budget constraints, providing financial performance reports to the Board. Manages luxury condominium facilities and departments, focusing on investment protection and value enhancement. Serves as a liaison to shared services directors and develops property-wide strategies to meet or exceed customer and employee expectations, ensuring a return on investment. Implements training programs for continuous quality service and identifies/corrects building and service defects.

Responsibilities

Develops and executes operational strategies aligned with brand business objectives.
Reviews owner engagement surveys and guest satisfaction data to identify areas for improvement.
Adheres to operational excellence pillars: owner and employee engagement, financial excellence, and property management.
Evaluates operations team performance and provides feedback.
Participates in property walk-throughs with Engineering and Housekeeping to ensure maintenance standards.
Tours the building regularly to understand business needs and assess operational opportunities.
Implements sustainable work processes and systems to support strategic execution.
Reviews financial statements to ensure property performance against budget.
Communicates departmental goals clearly and consistently.
Manages luxury condominium facilities and all building departments, including physical plant.
Serves as a liaison to Association shared services directors.
Identifies and corrects building and service defects to increase property value.
Implements high standards for life safety, loss prevention, owner identity, and privacy protection.
Maintains inventory of owner information, parking, dues, newsletters, and hotel features.
Maintains knowledge of and complies with all hotel and residence policies and procedures.
Verifies fair and equitable treatment of associates.
Celebrates successes and recognizes team member contributions.
Fosters associate commitment to excellent service and models desired service behaviors.
Develops and executes decisions to achieve property goals.
Implements property management training programs to reinforce quality service.
Attends owner and Board meetings, providing monthly reports and financial statements.
Establishes strong relationships with owners and Board of Directors.
Promotes constructive collaboration through education, communication, and innovation.
Works with direct reports to improve departmental financial performance.
Prepares and operates within the annual budget.
Identifies key business success drivers and focuses leadership on critical goals.
Develops and implements property-wide strategies for products and services.
Provides timely reporting of financial performance and projections to the Board.
Guides the Board on property management requirements and governance compliance.
Creates an atmosphere in common areas that meets or exceeds owner expectations.
Champions the brand's service vision and ensures alignment with leadership teams.
Verifies core elements of the service strategy are in place.
Establishes and maintains open, collaborative relationships with the operations team.
Interfaces with customers regularly to obtain feedback on product quality and service levels.
Handles owner complaints using instant pacification procedures and verifies satisfaction.
Facilitates creative solutions to overcome obstacles and improve guest satisfaction.
Verifies that employees are treated fairly and equitably.
Ensures regular communication within Operations.
Fosters associate commitment to excellent service and models desired behaviors.
Incorporates owner satisfaction into staff meetings with an emphasis on innovation.
Sets goals and expectations for direct reports and holds them accountable.
Solicits employee feedback and addresses employee problems or concerns.
Administers property policies fairly and consistently, following disciplinary procedures.
Conducts annual performance appraisals with direct reports.
Manages change and implements brand and regional business initiatives.

Requirements

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.
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.
Previous Association management experience is preferred.

Skills

Life-safety
Loss-prevention
Unit owner identity protection
Privacy protection
Budget management
Financial reporting
Financial projections
Property management
Investment protection
Value enhancement
Liaison skills
Strategic planning
Customer service
Employee training
Quality service implementation
Defect identification and correction
Operational strategy development
Guest satisfaction analysis
Operational excellence
Owner engagement
Employee engagement
Financial excellence
Property management
Team performance evaluation
Preventative maintenance
Sustainable work processes
Financial statement review
Communication
Team leadership
Conflict resolution
Relationship building
Profitability management
Budget adherence
Owner experience management
Service strategy implementation
Human resources management
Performance appraisal
Change management

Work Type

Full-time

Experience Level

4 years experience (with 2-year degree)
2 years experience (with 4-year degree)

Education Level

2-year degree in Business Administration, Hotel and Property Management, or related major
4-year bachelor's degree in Business Administration, Hotel and Property Management, or related major

About the Company

Combining timeless glamour with a vanguard spirit, St. Regis Hotels & Resorts is committed to delivering exquisite experiences at more than 50 luxury hotels and resorts in the best addresses around the world.
The brand has remained committed to an uncompromising level of bespoke and anticipatory service for all of its guests, delivered flawlessly by a team of gracious hosts that combine classic sophistication and modern sensibility, as well as our signature Butler Service.
In joining St. Regis, you join a portfolio of brands with Marriott International.
Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

Equal Opportunity

Marriott International is dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity.
We actively foster an environment where the unique backgrounds of our associates are valued and celebrated.
We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
Marriott International considers for employment qualified applicants with criminal histories consistent with applicable federal, state and local law.