Job Number 20013080
Job Category Rooms and Guest Services Operations
Location The Ritz-Carlton| Toronto| 181 Wellington Street West| Toronto|
Brand The Ritz-Carlton
Position Type Management
Start Your Journey With Us
At more than 80 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. As the premier worldwide provider of
luxury experiences| we set the standard for rare and special luxury service
the world over. We invite you to explore The Ritz-Carlton.
Functions as the strategic business leader of rooms operations and acts as
General Manager in his/her absence. Manages luxury condominium facilities|
including physical plant with attention to protection of the investment and
plans to increase its value through superior care. Areas of responsibility
include Front Office| | Retail/Gift Shops| Recreation/Fitness Center|
Housekeeping and Security/Loss Prevention. Monitors the development and
implementation of departmental strategies and verifies implementation of the
brand service strategy and brand initiatives. Verifies the rooms??? operations
meet the brand???s target customer needs| verifies employee satisfaction|
focuses on growing revenues and maximizes the financial performance of the
department. Identifies and corrects building and service defects while
providing increase in value. Develops and implements property-wide strategies
that deliver products and services to meet or exceed the needs and
expectations of the brand???s target customer and employees and provides a
return on investment. Implements training programs related to property
management reinforcing constant quality service.
Education and Experience
??? 2-year degree from an accredited university in Business Administration|
Hotel and Restaurant Management| or related major; 4 years experience in the
guest services| front desk| housekeeping| sales and marketing| management
operations| or related professional area.
??? 4-year bachelor|s degree in Business Administration| Hotel and Restaurant
Management| or related major; 2 years experience in the guest services| front
desk| housekeeping| sales and marketing| management operations| or related
CORE WORK ACTIVITIES
Managing Property Operations
??? Works with Rooms management team to develop an operational strategy that is
aligned with the brand???s business strategy and leads its execution.
??? Reviews comment cards| guest satisfaction results and other data to identify
areas of improvement.
??? Evaluates if Operations Team is meeting service needs and provides feedback
to operations team.
??? Participates in public space walk-throughs with Engineering and Housekeeping
to ensure guest rooms| public space and back of the house areas are well
maintained and preventative maintenance processes are in place.
??? Tours building on a regular basis speaking with employees and guests to
understand business needs and assess operational opportunities.
??? Reviews findings from comment cards and guest satisfaction results with
leadership team and ensures appropriate corrective action is taken.
??? Works with team to put sustainable work processes and systems in place that
support the execution of the strategy.
??? Reviews reports and financial statements to determine Rooms operations
performance against budget.
??? Communicates a clear and consistent message regarding departmental goals to
produce desired results.
??? Manages luxury condominium facilities| including physical plant with
attention to protection of the investment and plans to increase its value
through superior care.
??? Verifies the rooms??? operations meet the brand???s target customer needs|
verifies employee satisfaction| focuses on growing revenues and maximizes the
financial performance of the department.
??? Identifies and corrects building and service defects while providing
increase in value.
??? Implements high standards for all aspects of life safety| loss prevention|
unit owner identity and privacy protection.
Leading Operations Teams
??? Verifies employees are treated fairly and equitably.
??? Celebrates successes and publicly recognizes the contributions of team
??? Fosters employee commitment to providing excellent service| participating in
daily stand-up meetings and models desired service behaviors in all
interactions with guests and employees.
??? Develops and executes the necessary decisions to keep property moving
forward toward achievement of goals.
??? Implements training programs related to property management reinforcing
constant quality service.
Managing Relationships with Property Stakeholders
??? Attends owners meetings and provides meaning or context to the rooms
operational and financial results.
??? Establishes relationship with owner as a business partnership and supports
the relationship between the General Manager and the owner.
??? Coaches and supports operations team to effectively manage occupancy & rate|
wages and controllable expenses.
??? Works with direct reports to determine areas of concern and establish ways
to improve the departments??? financial performance.
??? Leads cost containment efforts within Rooms operations including
organizational restructuring when necessary.
??? Focuses on maintaining profit margins without compromising guest or employee
??? Identifies key drivers of business success and keeping Rooms leadership
focused on the critical few to achieve results.
??? Develops and implements property-wide strategies that deliver products and
services to meet or exceed the needs and expectations of the brand???s target
customer and employees and provides a return on investment.
Managing the Guest Experience
??? Creates an atmosphere in all Rooms and Food and Beverage areas that meets or
exceeds guest expectations.
??? Champions the brand???s service vision for product and service delivery and
ensures alignment amongst the Rooms leadership teams.
??? Verifies core elements of the service strategy are in place to produce the
??? Establishes and maintaining open| collaborative relationships with direct
reports and entire Rooms operations team. Ensures direct reports do the same
for their team.
??? Interfaces with customers on a regular basis to obtain feedback on quality
of product| service levels and overall satisfaction.
_The Ritz-Carlton is an equal opportunity employer committed to hiring a
diverse workforce and sustaining an inclusive culture. The Ritz-Carlton does
not discriminate on the basis of disability| veteran status or any other basis
protected under federal| state or local laws._
_ Notification to Applicants: The Ritz-Carlton| Toronto takes seriously
its obligations under provincial human rights and accessibility legislation
(such as the Accessibility for Ontarians with Disabilities Act| 2005| the
Accessibility for Manitobans Act| and Nova Scotia Accessibility Act). We are
happy to provide accommodations to job applicants needing assistance. If you
require an accommodation in relation to this job posting| our online
application or an interview| please call 905-366-5227 or email
CanadaApplicationAccommodation@marriott.com and a member of our Human
Resources team will respond to your request. Please note that this phone
number and email are only for those individuals who would like to request an
accessibility accommodation as part of the recruiting process._