Resident Manager

JOB SUMMARY

Manages Front Office, Housekeeping and Engineering functions to ensure guest rooms units, public spaces, and all technical installations are clean, well maintained, and fully operational. Directs and works with teams to successfully execute all operations. Strives to continually improve guests and associate satisfaction while maximizing financial performance. Ensures standards, procedures, and preventive maintenance programs are followed.

CORE WORK ACTIVITIES

Managing Front Office, Housekeeping and Engineering Operations

• Maintains strong working relationships between departments to ensure effective communication for operational issues.
• Ensure guestrooms, public spaces and back-of-house areas are cleaned and fully functional prior to guest arrival.
• Coordinates room readiness with Engineering for out-of-order rooms and technical defects.
• Maintains an effective inspection program including rooms, public areas, and technical/mechanical spaces.
• Oversee preventive maintenance programs to ensure all facilities remain in optimal condition.
• Conducts regular inspections of HVAC, plumbing, electrical and safety systems.
• Ensures compliance with safety, fire and environmental regulations.
• Manage energy usage and sustainability initiatives.
• Coordinates external contractors and service providers.

Managing Departmental Costs

• Supervises and approves the budgeting and ordering of guestroom, cleaning supplies and maintenance resources.
• Understand the importance of department’s operation on the overall hotel financial goals and educates staff in detail as appropriate.
• Manages areas of operation to budget by reviewing operating statements, budget worksheets and payroll progress reports.
• Keeps the Housekeeping team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
• Manage department controllable expenses and cost per occupied room to achieve or exceed budgeted goals.
• Monitors engineering costs including utilities and maintenance contracts.

Ensuring Exceptional Customer Service

• Responds to and handles guest problems and complaints effectively.
• Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement.
• Empowers associates to provide excellent customer service.
• Develops goals and expectations for direct report managers.
• Celebrate successes and publicly recognizes the contributions of team members.
• Reviews associate satisfaction results in identifying and addressing associate problems or concerns.
• Communicates expectations, recognizes performance, and produces desired business results.

Technical Competencies

• Knowledge of hotel engineering systems (MEP, HVAC, electrical, plumbing).
• Preventive maintenance planning and execution.
• Energy and sustainability management.
• Safety and regulatory compliance.

Connecting with Human Resources Activities

• Ensures company policies are administered fairly and consistently.
• Ensures disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and supports the Peer Review Process.
• Establishes goals and objectives for all areas of responsibility.
• Directs associates to strive for continuous improvement in all areas of responsibility.
• Interviews and hire management and hourly associates with the appropriate skills to meet the business needs of the operation.
• Manage associate progressive discipline procedures for areas of responsibility.
• Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.
• Establishes and maintains open, collaborative relationships with associates and ensures associates do the same within the team.
• Ensure associates are treated fairly and equitably.

CANDIDATE PROFILE

Education and Experience

• Degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; or 5 experience in a senior management position within resort operations
• Extensive knowledge of rooms operations and/or Holiday Ownership operations; Holiday Ownership operations will be an advantage.
• Knowledge of purchasing, inventory controls, supplies and equipment
• Knowledge of overall hotel operations as they affect department service, efficiency and profitability.
• Knowledge of governmental regulations and safety standards
• Working knowledge of hotel laws governing operations
• Strong organization and strategic planning skills
• Financial management skills e.g., ability to analyze P&L statements, develop operating budgets, forecasting and capital expenditure planning.
• Intermediate or advanced computer and system knowledge
• Ability to use standard software applications and hotel systems
• Ability to evaluate business trends, determine applicability to customer profile and propose modify business strategies
• Ability to creatively execute strategy and drive results; can originate and invent new ways to create a unique guest experience
• Ability to take constructive action without relying on directions from others
• Ability to network and build relationships to grow the business
• Ability to exercise flexibility rather than rigid adherence to procedures in order to accomplish goals
• Effective decision-making skills; can choose a course of action amongst options involving uncertainty or risk
• Strong problem-solving skills; encourages new innovative solutions when appropriate
• Strong communication skills in English (verbal, listening, writing)
• Effective influence skills
• Strong consensus building skills
• Effective change management skills
• Strong customer and associate relation skills

Skills and Knowledge

• Extensive knowledge of Resort operations including rooms, Housekeeping & Engineering.
• Knowledge of purchasing, inventory controls, supplies and equipment
• Knowledge of governmental regulations and safety standards
• Working knowledge of hotel laws governing operations
• Strong organization skills
• Ability to effectively manage labor productivity