Photo of The Ritz-Carlton, Kapalua, Kapalua, HI

General Manager

The Ritz-Carlton, Kapalua

1 Ritz Carlton Drive
Kapalua, HI 96761

463 Room Hotel
Managed By Marriott International
Save

Full-Time

Job Number

24003239

Job Category

Property Leadership

Location

The Ritz-Carlton Maui Kapalua, 1 Ritz-Carlton Drive, Kapalua, Hawaii, United States VIEW ON MAP

Schedule

Full-Time

Located Remotely?

N

Relocation?

Y

Position Type

Management

Job Summary

Functions as the primary strategic business leader of the property with responsibility for all aspects of the operation, including guest and employee satisfaction, human resources, financial performance, sales and revenue generation and delivering a return on investment to both The Ritz-Carlton and property ownership. Verifies the implementation of The Ritz-Carlton 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 The Ritz-Carlton sales engines are leveraged and initiates independent and proactive sales activities, when appropriate, to generate demand. Verifies that the objectives and goals of The Ritz-Carlton 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. Represents The Ritz-Carlton 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 Ritz-Carlton brand business strategies; translates 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 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 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 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 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 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 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 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.

  • The salary range for this position is $296,000 to $371,000 annually.

    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.



    At more than 100 award-winning properties worldwide, The Ritz-Carlton Ladies and Gentlemen create experiences so exceptional that long after a guest stays with us, the experience stays with them. Attracting the world’s top hospitality professionals who curate lifelong memories, we believe that everyone succeeds when they are empowered to be creative, thoughtful and compassionate.


    Every day, we set the standard for rare and special luxury service the world over and pride ourselves on delivering excellence in the care and comfort of our guests.


    Your role will be to ensure that the “Gold Standards” of The Ritz-Carlton are delivered graciously and thoughtfully every day. The Gold Standards are the foundation of The Ritz-Carlton and are what guides us each day to be better than the next. It is this foundation and our belief that our culture drives success by which The Ritz Carlton has earned the reputation as a global brand leader in luxury hospitality. As part of our team, you will learn and exemplify the Gold Standards, such as our Employee Promise, Credo and our Service Values. And our promise to you is that we offer the chance to be proud of the work you do and who you work with.


    In joining The Ritz-Carlton, 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.
    Posted May 15, 2024

    The Ritz-Carlton, Kapalua

    Welcome to The Ritz-Carlton Maui, Kapalua

    A MAUI LUXURY RESORT INSPIRED BY NATURE

    Immerse yourself in a true Hawaiian luxury resort experience at The Ritz-Carlton Maui, Kapalua. Cultural and environmental appreciation combined with world-class amenities and facilities deliver a true escape. From beachfront dining to Hawaiian spa treatments, luxurious poolside cabanas, cultural and recreational activities, this resort is an unforgettable island oasis. Nestled on 54 acres, The Ritz-Carlton Maui, Kapalua showcases 466 guestrooms, including 107 residential suites, dark wood floors and Hawaiian-inspired artwork. The Spa beckons with treatment rooms framed by private garden showers, volcanic stone grottos, and a fitness center with spectacular ocean views. Jean-Michel Cousteau's Ambassadors of the Environment offers all levels activities from land to sea. Also featured are six dining experiences, indoor/outdoor meeting space, and lush organic garden. It is enveloped by picturesque Kapalua Resort’s two championship golf courses, dining and a century-old pineapple plantation.

    WORLD-RENOWNED RITZ-CARLTON CLUB LOUNGE EXPERIENCE

    Redefining luxury, The Ritz-Carlton Club Lounge experience combines comfort and exclusivity with personalized service. The Club Lounge offers a dedicated concierge and a well-appointed, relaxed lounge environment with gourmet presentations of food and beverages each day.

    Maui-Inspired Design

    SUITES & ROOMS

    Recently redesigned, the hotel’s guest rooms, suites and residences invite you to engage with the Maui landscape. Drink in tropical views from your balcony, or relax inside with local artwork and modern, island-inspired design. Residential suites, meanwhile, feature kitchens and up to two bedrooms.