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Residential Services Manager

Posted June 27, 2022

The Ritz-Carlton, Boston
Boston, MA
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About This Job

Job Summary

Functions as the strategic business leader for residential service activities required between the homeowners and the management company. Manages luxury condominium facilities with attention to and support of the 4 Pillars of Operational Excellence. Monitors the development and implementation of residential brand strategies and supports the leadership team in flawless execution. Assists in developing and implementing property-wide initiatives that deliver products and services that create owner engagement while remaining in-line with the condominium documents. Acts as the liaison between the management company and the homeowners and fosters positive relationships between all parties.

Candidate Profile

Education And Experience
  • Bachelor’s degree from an accredited university in Hotel Management, Hospitality, Business Administration, or related major; 2 years’ experience in residential hospitality, or related professional area preferred.

Core Work Activities

Maintaining Residences Operations
  • Maintains knowledge of owners’ name/number/family members, residence numbers, and floor plans and hours of operation.
  • Maintains knowledge of all marketing packages and promotions used by the sales team (if the property is still in sales).
  • Maintains knowledge of the Hotel Reservation Services.
  • Assists in the day to day operations for Residences, including vendor activity on-site and office administration.
  • Conducts daily line-ups.
  • Participates in monthly departmental meetings to review and assists in the implementation of action plans to improve employee and owner satisfaction.
  • Provides employee recognition on an ongoing basis, including an annual staff event.
  • Maintains knowledge of and complies with all residences policies and procedures and protects the privacy of the owners.
  • Maintain knowledge of homeowner Rules & Regulations.
  • Communicates with the General Manager or the Director of Residences regularly regarding issues and information relating to residents.
  • Provides feedback to the General Manager of Director of Residences for local standard operating procedures and assists with departmental compliance.
  • Creates an environment of open communication for associates and owners.
  • Monitors logbooks and service requests to verify timely completion of tasks.
  • Monitors unit admittance procedures and verifies correct key inventory.
  • Creates and maintains filing system: work orders, reports, home care records, invoices, correspondence, owner forms and proof of insurance.
  • Responds to and files office communication in a timely fashion.
  • Sends newsletters, emails, and faxes on behalf of the association at the direction of the General Manager or Director of Residences.
  • Maintains accurate homeowner’s roster and follow up with services deficiencies.
  • Uses property management software and key control software.
  • Communicates with homeowners, management and employees.
  • Manages owner expectations while remaining calm and courteous.
  • Works flexible hours, including weekends, holidays and evenings if necessary.

Managing And Conducting Residences Activities

  • Assists in the planning and execution of services and lifestyle activities involving homeowners and the hotel when applicable.
  • Supports the leadership team in fostering and maintaining good relationships with the homeowners and their representatives by providing services and amenities aligned with brand and quality standards.
  • Participates in activities and communication that support full participation in the Owner Engagement Survey.
  • Documents all resident requests, complaints or problems immediately, enters them into Buildinglink or similar software, and notifies the appropriate departments.
  • Serves as a liaison between homeowners and various departments and builder/developer.
  • Provides homeowners with at least 3 options for vendors or in-house services that can aid in home or unit maintenance. Reports any issues that pertain to vendors or service providers and assists in resolving the issue.
  • Communicates a la carte services provided by the property and communicates requests in a timely manner.
  • Submits maintenance and housekeeping requests to the appropriate department and follows up accordingly.
  • Collects resident owner’s preferences, tracks and records additional preferences and enters them into the appropriate software system.
  • Reports any common area items that are not in line with brand standards.
  • Creates an environment that fosters WOW stories and Lionshare Best Practices (or similar brand-specific programs).
  • Conducts operations in accordance with the Business Priority Matrix.
  • Participates in the creation of WIG’s, Lead Measures and the WIG Boards. Participates in weekly BLT calls.
  • Reviews balanced scorecards related to Employee/Owner Engagement.
  • Plans regular social gatherings for owners and assists in the creation of newsletters and other methods for communicating events.
  • Assists in the property’s cleanliness and protects physical assets through visual inspections and self-audits.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

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About this Employer

The Ritz-Carlton, Boston

10 Avery Street
Boston, MA 02111

(617) 574-7100

193 Room Hotel

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Experience a luxury hotel in the heart of downtown Boston 

Conveniently located on Boston between the Boston Theater District and the Financial District, The Ritz-Carlton, Boston is front and center to all of the excitement and activity of downtown Boston. The hotel is a sanctuary of modern urban luxury in the heart of one of the nation’s most historic cities. The property features:

  • 193 well-appointed contemporary guest rooms, including 43 suites, many with dramatic skylines and Boston park views
  • Exclusive Club Level Lounge with dedicated concierge and various culinary offerings
  • The Equinox Sports Club Boston is directly connected to the hotel: 100,000-square foot luxury sports and fitness complex designed to fulfill your every fitness need. Recognized as the finest sports and fitness complex in the world, The Sports Club/LA features more than 40 different sports and fitness options under one roof, offering the most popular and progressive facilities, services and programming combined with personalized service in an atmosphere of unprecedented comfort and convenience.
  • Access to The Spa at Equinox Sports Club Boston which offers a variety of facials, massages, body treatments, beauty services and treatment packages
  • The Avery Bar in the hotel lobby is a sleek and sophisticated bar and lounge that features specialty cocktails and a selection of small plates
  • The hotel's fine dining restaurant, Artisan Bistro with its modern and elegant design features fresh, seasonal dishes, daily specials and unique signature items
  • $1 million art collection
  • Stylish and sophisticated Ballroom overlooking Boston
  • Pet friendly
  • AAA Five Diamond Award Recipient
  • Conde Nast Traveler 'Top 100 U.S. Hotels'

The Employee Promise

At The Ritz-Carlton, our Ladies and Gentlemen are the most important resource in our service commitment to our guests.

By applying the principles of trust, honesty, respect, integrity and commitment, we nurture and maximize talent to the benefit of each individual and the company.

The Ritz-Carlton fosters a work environment where diversity is valued, quality of life is enhanced, individual aspirations are fulfilled, and The Ritz-Carlton Mystique is strengthened.