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Job Overview
Employment Type
Full-time
Compensation
Salary
Range $114,000.00 - $153,300.00
Work Schedule
Standard Hours
Benefits
Relocation assistance
bonus eligible
Health Insurance
Dental Insurance
Paid Time Off
Retirement Plan
Employee Discounts
Job Description
The Ritz-Carlton St. Louis is a distinguished luxury hotel located in Clayton, Missouri, known for delivering exceptional guest experiences and unparalleled service quality. As a part of Marriott International's prestigious portfolio of brands, The Ritz-Carlton stands as a global leader in luxury hospitality, celebrated for its commitment to quality, elegance, and the guest experience. With over 100 award-winning properties worldwide, The Ritz-Carlton brand employs 'Ladies and Gentlemen' who are top hospitality professionals dedicated to creating lasting memories for every guest. This commitment is embodied in the brand’s foundational principles known as the "Gold Standards," including the Employee Promise, Credo, and... Show More
Job Requirements
- Two-year degree from an accredited university in business administration, hotel and restaurant management, or related major
- four years experience in guest services, front desk, housekeeping, sales and marketing, management operations, or related area
- or four-year bachelor’s degree in business administration, hotel and restaurant management, or related major
- two years experience in guest services, front desk, housekeeping, sales and marketing, management operations, or related area
- proven management experience in luxury hotel operations
- excellent leadership and decision-making skills
- ability to communicate clearly and consistently with staff
- experience in financial forecasting and budget management
- strong customer service and problem-solving abilities
- capability to handle guest complaints effectively
- willingness to work full time
- ability to relocate if needed
Job Qualifications
- Two-year degree in business administration, hotel and restaurant management, or related major with four years of relevant experience
- or four-year bachelor’s degree in business administration, hotel and restaurant management, or related major with two years of relevant experience
- demonstrated leadership capabilities in guest services, front desk, housekeeping, sales and marketing, or management operations
- strong financial management and budgeting skills
- exceptional customer service orientation
- experience managing teams in a luxury hospitality environment
- excellent communication and interpersonal skills
- ability to analyze trends and develop strategic plans
- proficiency in conflict resolution and guest relations
- commitment to fostering a positive employee culture
- knowledge of hospitality industry standards and brand service strategies
Job Duties
- Champion the brand’s service vision for product and service delivery
- communicate clear and consistent departmental goals
- make and execute necessary operational decisions
- monitor and promote room rates, specials, and promotions
- review daily out-of-order rooms status
- analyze service issues and identify trends
- develop operational strategy aligned with brand’s business strategy
- review and audit expenses including departmental profits, payroll, and room revenues
- conduct weekly meetings with divisional managers
- prepare monthly, quarterly, and yearly financial forecasts
- prepare annual capital expenditures report
- monitor sales performance against budget
- review reports and financial statements
- coach operations team on managing occupancy, wages, and expenses
- compare budgeted wages to actual and hold team accountable
- demonstrate and communicate key drivers of guest satisfaction
- deliver excellent customer service and encourage the same in employees
- review guest feedback and ensure corrective action
- coordinate and communicate event details
- create atmosphere that meets or exceeds guest expectations
- respond to and handle guest complaints
- use judgment to enhance customer experience
- interact with guests regularly for feedback
- improve customer service based on feedback
- emphasize guest satisfaction in meetings
- ensure employees understand room duties and expectations
- monitor and handle guest complaints per pacification procedures
- manage sold-out situations and assist with alternative accommodations
- review resumes for arriving groups and coordinate preparations
- facilitate creative solutions for guest satisfaction
- interview and hire employees
- ensure fair and equitable treatment
- maintain ongoing communication within rooms department
- foster employee commitment to service excellence
- incorporate guest satisfaction in meetings
- set goals and hold staff accountable
- solicit employee feedback and address concerns
- administer policies fairly and consistently
- conduct annual performance appraisals
- champion change and implement business initiatives
- identify talent and assist growth and development plans
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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