General Manager – Sunset Harbor Resort – Hyatt Residence Club – Key West
Relocation Assistance Provided
The leader will have responsibility for all aspects of the Hyatt Residence Club Sunset Harbor Resort operations, including owner, guest and associate satisfaction maintaining positive relationships & outcomes with HOA Board of Directors, driving financial performance and ensuring implementation of the brand service strategy initiatives. Have the ability to meet or exceed key business objectives, owner expectations, hold the property leadership team accountable for strategy execution and guide their individual professional development. Build HRC Homeowners Association, Board of Directors and HRC Club member owner loyalty through proactive communication setting and managing expectations while delivering product expectations for their ownership. The position is actively involved in the local community and builds strong relationships with local officials, businesses, and customers. Represents brand values in all leadership actions.
Education and Experience
* 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; 7 years’ experience in the management operations, finance and accounting, or related professional area.
* 4-year bachelor’s degree in Business Administration, Hotel and Restaurant Management, or related major; 5 years’ experience in the management operations, finance and accounting, or related professional area.
* General Manager or senior leadership resort operations experience in limited or full-service property. Experience with association management and Florida Community Association Manager (CAM) license.* 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.
JOB SPECIFIC TASKS
Business Strategy Development
Manages the Homeowner Association (HOA) budget as set by the HOA Board of Directors. Works closely with the HOA Board of Directors, HOA Owners, to ensure the property is maintained and in good repair while service & brand standards are followed. In concert with company’s corporate staff, ensures the reserve budget is adequate for maintaining the upkeep, renovation and required maintenance for facility longevity.
Business Strategy Execution
Executes business plans designed to maximize property owner and guest satisfaction, ensures that property business plans and employees are aligned with brand business strategies; holds property leadership team accountable for successful delivery of business plans; experiments with new ideas and takes calculated risks to improve owner and guest satisfaction. Evaluates the success of property business strategies to inform future business plan enhancements; continually ensures business plans and actions have a positive impact on owner and guest satisfaction.
Talent Management and Organizational Capability
Creates a cohesive and high-performance property leadership team that continuously strives for positive results and improvement; coaches the leadership team 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; ensures 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; ensures effective work processes, systems and teamwork are in place to maximize individual and overall property performance.
Serves as a passionate brand advocate and ensures that the intent of the brand is pulled through in the owner and guest experience; communicates a clear and consistent message regarding property and brand goals to employees, property leadership team, along with owners and guests. 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 brand values in all leadership actions.
Business Information Analysis
Reviews business related data such as, financial performance, inventory, employee engagement, along with owner and guest satisfaction. Analyzes business information to proactively address changing conditions, ensure property operates within budgetary guidelines, and ensures the effective and efficient use of reserve funds. 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
Ensures 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 “); ensures 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.
Builds strong rapport with the property owners and HOA Board of Directors 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 company 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 owners, 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.
Company/Brand Policy, Procedures, and Standards Compliance
Ensures property compliance with legal, safety, operations, labor, and company 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 ensure building, public areas and grounds are well-maintained, safe, and meet or exceed guest expectations; ensures employees are appropriately trained and performing to standard.
Professional Demeanor – Conveying an image that is consistent with the company’s values; demonstrating the qualities, traits, and demeanor (excluding intelligence, competence, or special talents) that command leadership respect; leads with high integrity.
Problem Solving and Decision Making – Identifying and understanding issues, problems, and opportunities; obtaining and comparing information from different sources to draw conclusions, develop and evaluate alternatives and solutions, solve problems, and choose a course of action.
Communication – Conveying information and ideas to others in a convincing and engaging manner through a variety of methods. Strong public presentation skills.
Creativity and Innovation – Forward thinking with the ability to come up with unusual or clever ideas about products, services, or work situations; challenges the status quo, developing and trying different and novel ways to deal with work problems and opportunities.
Adaptability – Maintaining performance level under pressure or when experiencing changes or challenges in the workplace.
Planning and Organizing – Gathering information and resources required to set a plan of action for self and/or others; prioritizing and arranging work requirements to accomplish goals and ensure work is completed.
Driving for Results – Setting high standards of performance for self and/or others; assuming responsibility for work objectives; initiating, focusing, and monitoring the efforts of self and/or others toward the accomplishment goals; proactively taking action and going beyond what is required
Building and Contributing to Teams – Leading and participating as a member of a team to move toward the completion of common goals while fostering cohesion and collaboration among team members.
Coworker Relationships – Interacting with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships.
Customer Relationships – Developing and sustaining relationships based on an understanding of customer needs and actions consistent with HVO’s Spirit to Serve.
Locally Engaged – Personally connected with local community, venues, special events, history, and culture; able to build networks with local public officials, corporate executives, and companies or organizations and leverage those connections to further business interests; effectively represents the property and HVO brand to media and in public forums.
Fostering Inclusion – Supporting employees with diverse styles, abilities, motivations, and/or cultural perspectives; leveraging personal differences to achieve objectives; and promoting a work environment where all employees are given the opportunity to contribute to their full potential.
Generating Talent and Organizational Capability
Talent Management – Providing guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.
Organizational Capability – Evaluating and adapting the structure of organizational units, jobs, and work processes to best fit the needs and/or support the goals of an organizational unit
Learning and Applying Personal Expertise
Applied Learning – Seeking and making the most of learning opportunities to improve performance of self and/or others.
Technical Acumen – Understanding and utilizing professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges
Brand Engagement – Knowledge of Hyatt Residence Club brand positioning.
General Property Operations – Knowledge of the operating principles and practices of all brand/property-specific functions to support successful operations of the overall property (e.g., Engineering/Maintenance, Finance and Accounting, Human Resources, Legal/Contracting, Guest Services/Front Desk, Safety and Security
Business Acumen – Understanding and utilizing business information (e.g., using a balanced scorecard to determine successful performance).
Applied Business Knowledge – Evaluates market conditions, organizational objectives, and important aspects of the business to accurately diagnose market opportunities and threats; anticipates opportunities and threats, identify issues, and develop strategies and plans. Aligning individual and team actions with strategies and plans to drive business results.
Management of Capital Resources – In partnership with corporate Architecture and Construction team, determines the appropriate allocation of money used to accomplish work goals and submits expenses according to guidelines; appropriately utilizes and maintains equipment, facilities, and materials needed to perform work activities.
Administration and Management – Understands and applies the business and management information involved in strategic planning, resource allocation, human resources modeling, leadership techniques, production methods, and coordination of people and resources.
Revenue Management – Knowledge of total property revenue management concepts, processes and strategies
Hyatt Residence Club is an equal opportunity employer committed to employing a diverse workforce and sustaining an inclusive culture.
To apply for this job please visit careers.hyattresidenceclub.com.