| Managing Property Operations - Works with residences management team to develop an operational strategy that is aligned with the brand’s business strategy and leads its execution.
- Reviews comment cards, resident’s 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 Style to ensure residences common areas and back of the house areas are well maintained and preventative maintenance processes are in place.
- Tours building on a regular basis speaking with talent and residents to understand business needs and assess operational opportunities.
- Reviews findings from comment cards and residents 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.
- Communicates a clear and consistent message regarding departmental goals to produce desired results.
- Verifies the residences operations meet the brand’s target resident’s needs, verifies talent satisfaction.
- Identifies and corrects building and service defects while providing increase in value.
Leading Operations Teams - Verifies talent are treated fairly and equitably.
- Celebrates successes and publicly recognizes the contributions of team members.
- Fosters talent commitment to providing excellent service, participating in daily whats-up meetings and models desired service behaviours in all interactions with residents and talent.
- 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 the Guest Experience - Creates an atmosphere in all Residences areas that meets or exceeds resident’s expectations.
- Champions the brand’s service vision for product and service delivery and ensures alignment amongst the Residences leadership teams.
- Verifies core elements of the service strategy are in place to produce the desired results.
- Establishes and maintaining open, collaborative relationships with direct reports and entire Residences operations team. Ensures direct reports do the same for their team.
- Interfaces with residents on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
MANAGEMENT COMPETENICES Leadership - Adaptability - Determines how change impacts self and others; displays flexibility in adjusting priorities; and communicates both the reasons for change and how it impacts the workplace.
- Communication - Customizes approach to conveying complex information and ideas to others in a convincing and engaging manner; appropriately interprets verbal and non-verbal behaviour; and models active listening to ensure understanding..
- Problem Solving and Decision Making - Models and coaches others on breaking complex issues into manageable parts, identifying and evaluating alternatives and their implications before making decisions, and involving and gaining agreement from others when making key decisions.
- Professional Demeanour - Exhibits behavioural styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.
Managing Execution - Building and Contributing to Teams - Leads and participates as a member of a team to move the team toward the completion of common goals while fostering cohesion and collaboration among team members.
- Driving for Results - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required.
- Planning and Organizing - Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements for self and/or others to accomplish goals and ensure work is completed.
Building Relationships - Co-worker Relationships - Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships.
- Customer Relationships - Develops and sustains relationships based on an understanding of residents needs and actions consistent with the company’s service standards.
- Global Mindset - Supports talent and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.
Generating Talent and Organizational Capability - Organizational Capability - Evaluates and adapts the structure of team assignments and work processes to best fit the needs and/or support the goals of an organizational unit.
- Talent Management - Provides guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.
Learning and Applying Professional Expertise - Applied Learning - Seeks and makes the most of learning opportunities to improve performance of self and/or others.
- Business Acumen - Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach team, business, and administrative challenges.
- Technical Acumen - Understands and utilizes professional skills and knowledge in a specific functional area to conduct.
- Detail Orientation - The ability to attend to and verify the accuracy and completeness of details in work activities. This includes focusing on the small details of work activities and taking the necessary time to ensure that all the details of completed work are correct and of high quality.
- General Hotel Operations - Knowledge of the operating principles and practices of all brand/hotel-specific functions to support successful operations of the overall property (e.g., Engineering/Maintenance, Event Management, Finance and Accounting, Human Resources, Legal/Contracting, Food and Beverage, Guest Services/Front Desk, Sales & Marketing, Security/Loss Prevention, Retail/Gift Shops, Spa, and Recreation/Health Club).
- Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
- Mathematical Reasoning - Demonstrates ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues.
- Oral Comprehension - Demonstrates ability to listen to and understand information and ideas presented through spoken words and sentences.
- Reading Comprehension - Demonstrates understanding of written sentences and paragraphs in work-related documents.
- Writing - Communicates effectively in writing as appropriate for the needs of the audience.
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