General Manager-Members Club

Posting Date Feb 14, 2018
Job Number 18000FHX
Job Category Property Leadership
Location The Ritz-Carlton, Sarasota, Sarasota, Florida
Brand The Ritz-Carlton
Schedule Full-time
Relocation? Yes
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.

JOB SUMMARY

Supervises and manages The Ritz-Carlton Members Club, Sarasota. Leads all aspects of the Members Golf Club, and Members Beach Club; including all club activities, social, recreational activities, Membership Sales, Membership Services. Functions as the primary strategic business leader of The Ritz-Carlton Members Club. Leads all aspects of the operation, including member and employee engagement, human resources and financial performance. Leads the management team in the development and implementation of club-wide strategies. Verifies implementation of the brand service strategy and initiatives with the objective of meeting and/or exceeding member expectations. Builds relationships with key members prospects through personal involvement in the sales process and conversion. Owns and drives the guest experience at the Members Club. Supports all Ritz-Carlton Members Club sales engines to generate demand. Works in close partnership with the General Manager of the Resort, the Guidance team and Club Members’ operational leader of each unit and provides leadership, resources and influence for the overall performance of the Resort.

CANDIDATE PROFILE

Education and Experience

• 2-year degree from an accredited university in Business Administration, Club Management, Hotel and Restaurant Management, or related major; 8 years experience in the management operations, sales and marketing, or related professional area.

• Club Managers Association of America (CMAA)

Preferred:

• College Four Year Degree

• Advanced degree in business related field

CORE WORK ACTIVITIES

Business Strategy Development and Execution

• Stays ahead of industry trends and monitors strengths and weakness of competition; explores and evaluates risks related to new business opportunities; develops business plans designed to maximize Club customer satisfaction, profitability, market share, and mitigate business issues; verifies Club business plans are aligned The Ritz-Carlton business strategies; translates The Ritz-Carlton global strategic plan into one that can be executed at the Club.

• Holds Club leadership team accountable for successful delivery of business plans; experiments with new ideas and takes calculated risks to improve guest/member satisfaction and profitability; evaluates the success of business strategies to inform future business plan enhancements; continually verifies business plans and actions have a positive impact on club performance.

• Build awareness and support for the business through effective organizational communication and enhanced business reporting of all social and business activities.

• Identifies key drivers of success for the business and verify that sustainable work processes and systems are in place to support execution of business strategies.

• Sets priorities and drive results through effective people management and processes, utilizing reliable tools and leveraging resources in The Ritz-Carlton Club operations.

• Builds effective working relationships with internal leadership, including with the Guidance Team of the resort.

• Verifies that there is alignment on all critical business matters between the Members Club and The Ritz-Carlton Hotel Company.

• Balances the interests of the overall business with the interests of The Ritz-Carlton organization.

• Demonstrates business ethics and personal integrity (i.e. is widely trusted) and is seen as a direct, truthful individual.

• Influences critical decisions, even without direct authority

• Understands capital needs of the Club and participates in annual capital plans.

• Is a part of CMAA and actively participate to bring evolution to the Club as well as learn new Club strategies.

• Maintains strong relationships with Marriott/Ritz-Carlton Golf corporate leadership team and be company leader for The Ritz-Carlton Golf.

• Negotiates skillfully in tough situations, settles differences and wins concessions without damaging relationships.

Sales and Marketing/PR

• Works closely with Sales and Marketing team to develop revenue generating strategies for Members Club, including the Membership Sales and Service Departments.

• Identifies new business leads, develops tailored sales approach, and actively pursues leads with Membership Sales team.

• Verifies sales and marketing strategy is aligned with brand strategy and is effectively executed against established goals.

• Verifies Club leaders understand and leverage Marriott demand engines, develops and implements targeted marketing strategies.

Brand Champion

• Demonstrates passion and commitment for The Ritz-Carlton service philosophy (Gold Standards) and verifies that the intent of the brand is pulled through in the guest/member experience.

• Communicates a clear and consistent message regarding Club and Ritz-Carlton goals to employees, resort guidance/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 core values in all leadership actions.

• Verifies all brand standards for The Ritz-Carlton Members Club are implemented, monitored and updated as appropriate. Puts in place systems/processes to monitor compliance with brand standards.

• Verifies brand standards are adhered to and The Ritz-Carlton brand equity is protected and enhanced.

Owner Relations

• Builds strong rapport with resort owners through proactive and on-going communication.

• Keeps owners informed of brand initiatives and guest experiences.

• Provides owners with in-depth analysis of property performance, incorporating guest, member, financial and employee business data.

• Manages an effective balance between owner interests and company interests and develops solutions that create value for both.

• Develops and effectively promotes ideas for improving Club service and profitability to ownership.

Managing the Member and Experience

• Interacts with guests, residents, members and other patrons on a frequent basis to obtain feedback about their experiences on property.

• Utilizes guest 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 Club/brand image, involving oneself in the local community, and by developing strategic alliances with local officials, businesses, and guests.

• 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”).

• Reviews guests/members feedback with leadership team and verifies that appropriate corrective action is taken; responds to and handles guest problems and complaints.

• Stays visible and interfaces with guests/members on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction; develops and implements formal programs to improve social activities.

• Develops and drives implementation of all social activities within the club; verify that the organization is meeting the needs and exceeding expectations of Club members.

Company/Brand Policy, Procedures, and Standards Compliance

• Verifies property compliance with legal, safety, operations, labor, and Ritz-Carlton 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 and conducts detailed walk-throughs to verify building, public areas, kitchen, and grounds are well-maintained, safe, and meet or exceed guest expectations.

• Verifies employees are appropriately trained and performing to standard.

• Understands environmental impact of the Club locations and logistics of operations across Club locations.

Managing Profit and Revenue Goals

• Demonstrates and communicates key drivers of guest/member satisfaction for the brand’s target customer.

• Analyzes service issues and identifies trends.

• Makes and executes the necessary decisions to keep Members Club moving forward toward achievement of goals.

• Works with Club and Resort management team to develop an operational strategy that is aligned with the brand’s business strategy and leads its execution.

• Reviews reports and financial statements to determine club operations performance against budget; focuses on growing revenues and maximizes the financial performance of the department.

• Coaches and supports operations team to effectively manage bottom line profitability (e.g. wages and other controllable expenses).

• Reviews the labor reports and compares budgeted wages to actual wages, coaching direct reports to address problem areas and holding team accountable for results.

• Puts in place early warning systems and appropriate metrics to identify and manage business and financial risks.

• Develops revenue strategies, product improvements, service enhancements and monitor profitable business models throughout the Club.

• Understands budgets, participates actively in annual operating budgets for all areas of the Club.

Leading Operations and Department Teams

• Functions as the strategic business leader of Club operations; effectively leads operational aspects of The Ritz-Carlton Members Club, Sarasota.

• Represents Operations in the development planning for any new projects and partner closely with the rest of the Guidance Team at the resort; implement operational strategies and action plans which deliver high quality products and services that exceed member experiences, drive operational excellence.

• Works with direct reports (e.g., department heads) to develop and implement departmental strategies and manage the implementation of the brand service strategy and brand initiatives.

• Encourage calculated risk-taking and innovation.

• Develops and implements property-wide strategies that deliver products and services to meet or exceed the needs and expectations of the Club’s target customer and employees and provides a return on investment.

• Champions the brand’s service vision for product and service delivery and verifies alignment amongst the resort leadership teams.

• Develops systems to enable employees to understand guest/member satisfaction results.

• Communicates a clear and consistent message regarding departmental goals to produce desired results.

• Develops positive owner relationships.

• Develops processes to enhance communication and sharing of best practices.

• Coordinates and direct work groups to address common issues.

• Builds effective working relationships with internal leadership.

• Performs other duties, as assigned, to meet business needs.

Talent Management/Organizational Capability and Managing Human Resources Activities

• Verifies that regular, ongoing communication is happening in Operations (e.g., pre-shift briefings, staff meetings).

• Fosters employee commitment to providing excellent service, participates in daily line-up meetings and models desired service behaviors in all interactions with guests/members and employees.

• Incorporates guest/member satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to continually improve results.

• Develops criteria to access performance of self and verify accountability; sets goals and expectations for direct reports using the performance review process and holds staff accountable for successful performance.

• Solicits employee feedback, utilizes an “open door policy” and reviews employee satisfaction results to identify and address employee problems or concerns; verifies that employees are treated fairly and equitably.

• Verifies that property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and supports the Peer Review Process.

• Conducts annual performance appraisal with direct reports according to Standard Operating Procedures.

• Champions change, manages the implementation of brand and regional business initiatives and communicates follow-up actions to team as necessary.

• Creates learning and development opportunities for employees.

• Creates and effectively executes development plans for direct reports based on their individual strengths, development needs, and career aspirations; verifies 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.

• Supports the planned growth of the businesses and to enable the effective succession of key management positions; develops plans to address skill and resource gaps.

• Actively participates in the development of a pipeline of operations talents; develops competent bench strength and recruitment strategy to respond to planned development growth and sustain enterprise performance excellence