Market General Manager, The Ritz-Carlton Key Biscayne, Miami and The Ritz-Carlton Coconut Grove, Miami

JOB SUMMARY

Functions as the primary strategic business leader of the hotel component of the overall property with responsibility for all aspects of the operation, including guest and associate satisfaction, human resources, financial performance, sales and revenue generation, and delivering a return on investment to ownership.

Verifies the implementation of 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 company sales engines are leveraged and initiates independent and proactive sales activities, when appropriate, to generate demand.

Verifies that the objectives and goals of the company 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.

The position is also responsible for oversight of the co-located residential component of the property with responsibility for owner and/or member satisfaction, financial performance, and verifies the achievement of all aspects of association governance.

Builds strong relationships, trust, and confidence with Boards of Directors.

Provides support to residential leadership team as needed to deliver on strategy residential experience.

Champions the brand’s service vision for residential product and service delivery throughout hotel departments, ensuring alignment among leadership team.

Represents the hotel and residences in all leadership actions.

CANDIDATE PROFILE

Education and Experience

• 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; 8 years’ experience in the management operations, sales and marketing, finance and accounting, or related professional area.

OR

• 4-year bachelor's degree in Business Administration, Hotel and Restaurant Management, or related major; 6 years’ experience in the management operations, sales and marketing, finance and accounting, or related professional area.

Preferred:

• 10 or more years’ experience in a senior management position of a Four Star/Four Diamond hotel minimally.

• Ability and willingness to work flexible hours including weekends, holidays and late nights.

• Property industry work experience, demonstrating progressive career growth and a pattern of exceptional performance.

CORE WORK ACTIVITIES

Business Strategy Development

Stays current with industry trends and monitors strengths and weakness of competition; explores new business opportunities; develops business plans designed to maximize property customer satisfaction, profitability, and market share; verifies that property business plans are aligned with The Ritz-Carlton brand business strategies; translates The Ritz-Carlton global strategic plan into one that can be executed on property.

Business Strategy Execution

Executes business plans designed to maximize property customer satisfaction, profitability, and market share; verifies that property business plans and employees are aligned with The Ritz-Carlton brand business strategies; holds property leadership team accountable for successful delivery of business plans; experiments with new ideas and takes calculated risks to improve guest satisfaction and profitability; evaluates the success of property business strategies to inform future business plan enhancements; continually verifies that business plans and actions have a positive impact on property performance.

Sales and Marketing

Works closely with Sales and Marketing team to develop revenue generating strategies for property; identifies new business leads, develops tailored sales approach, and actively pursues leads with Sales and Marketing team; verifies that sales and marketing strategy is aligned with brand strategy and is effectively executed against established goals; verifies that property leaders understand and leverage The Ritz-Carlton demand engines to full potential; augments guest preference for property through booking ease and quality interactions with sales force.

Talent Management and Organizational Capability

Creates a cohesive and high-performance Executive Committee that continuously strives for positive results and improvement; coaches Executive Committee by providing specific feedback and holds them accountable for performance; creates learning and development opportunities for employees; creates and effectively executes development plans for both direct reports based on their individual strengths, development needs, and career aspirations; Verifies that all managers are doing the same for their direct reports; identifies resource needs to strengthen property team; Creates succession plans for future job openings; actively supports the staffing process; verifies effective work processes, systems and teamwork are in place to maximize individual and overall property performance.

Brand Champion

Serves as a passionate brand advocate and verifies that the intent of the brand is pulled through in the guest experience; communicates a clear and consistent message regarding property and The Ritz-Carlton brand goals to employees, property leadership team, and owners; serves as a role model by demonstrating exceptional work ethic and service delivery for all employees on property; champions change; inspires and motivates team to achieve operational excellence; represents The Ritz-Carlton brand values in all leadership actions.

Business Information Analysis

Reviews business related data such as market share, financial performance, inventory, employee engagement, and customer satisfaction.; analyzes business information to proactively address changing market conditions; verifies that property operates within budgetary guidelines, and achieves profit margin goals; uses business information to identify indicators of product and service successes and opportunities for improvement; integrates business information into business plans.

Employee and Labor Relations

Verifies that all employees are treated fairly, and with respect; builds rapport with employees by fostering an environment of open communication and spending time with employees on the frontlines; makes self available to employees (“open door policy”); validates that pay and benefits are appropriate for labor market; celebrates the success of employees in a public way; works with Human Resources to maximize employee engagement and monitor local labor environment to address issues as needed.

Revenue Management

Works with Revenue Management team to develop effective pricing strategies, balancing seasonality, economy, customer segments, property objectives and customer satisfaction; establishes a revenue strategy that supports The Ritz-Carlton brand positioning in local market; verifies that demand forecasting and sound revenue practices are in place to maximize yield; identifies ways to grow occupancy, RevPAR, and market share by researching and staying aware of competitor strategies; controls labor and capital expenses.

Owner Relations

Builds strong rapport with property owners through proactive and on-going communication; keeps owner informed of brand initiatives and guest experiences; provides owners with in-depth analysis of property performance, incorporating guest, financial and employee business data; manages an effective balance between owner interests and The Ritz-Carlton brand interests and develops solutions that create value for both; develops and effectively promotes ideas for improving property service and profitability to ownership.

Customer and Public Relations Management

Interacts with guests and other customers on a frequent basis to obtain feedback about their experiences on property; utilizes guest/customer feedback to recognize outstanding employee service performance and improve service delivery; emphasizes and holds leadership team accountable for addressing service failures or potential service failures, and for developing innovative ways to exceed guest expectations; establishes presence in the market by actively promoting an exemplary property/brand image, involving oneself in the local community, and by developing strategic alliances with local officials, businesses, and customers; anticipates needs of large groups or high profile guests in order to deliver flawless service; verifies that products, services, and events attain the appropriate publicity (“PR buzz”).

Company/Brand Policy, Procedures, and Standards Compliance

Verifies property compliance with legal, safety, operations, labor, and The Ritz-Carlton brand product and service standards; conducts both routine and short-notice quality assurance audits with specific departments; holds employees accountable for performing audits on a regular basis; conducts detailed walk-throughs to verifies that building, public areas, kitchen, and grounds are well-maintained, safe, and meet or exceed guest expectations; verifies that employees are appropriately trained and performing to standard.

At Marriott International, we are 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. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.