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Marriott Residential Services Manager in Boston, Massachusetts

Job Number 24120483

Job Category Rooms & Guest Services Operations

Location The Ritz-Carlton Boston, 10 Avery Street, Boston, Massachusetts, United States

Schedule Full-Time

Located Remotely? N

Relocation? N

Position Type Management


Functions as the strategic business leader for residential service activities required between the homeowners and the management company. Manages luxury condominium facilities with attention to and support of the 4 Pillars of Operational Excellence. Monitors the development and implementation of residential brand strategies and supports the leadership team in flawless execution. Assists in developing and implementing property-wide initiatives that deliver products and services that create owner engagement while remaining in-line with the condominium documents. Acts as the liaison between the management company and the homeowners and fosters positive relationships between all parties.


Education and Experience

• Bachelor’s degree from an accredited university in Hotel Management, Hospitality, Business Administration, or related major; 2 years’ experience in residential hospitality, or related professional area preferred.


Maintaining Residences Operations

• Maintains knowledge of owners’ name/number/family members, residence numbers, and floor plans and hours of operation.

• Maintains knowledge of all marketing packages and promotions used by the sales team (if the property is still in sales).

• Maintains knowledge of the Hotel Reservation Services.

• Assists in the day to day operations for Residences, including vendor activity on-site and office administration.

• Conducts daily line-ups.

• Participates in monthly departmental meetings to review and assists in the implementation of action plans to improve employee and owner satisfaction.

• Provides employee recognition on an ongoing basis, including an annual staff event.

• Maintains knowledge of and complies with all residences policies and procedures and protects the privacy of the owners.

• Maintain knowledge of homeowner Rules & Regulations.

• Communicates with the General Manager or the Director of Residences regularly regarding issues and information relating to residents.

• Provides feedback to the General Manager of Director of Residences for local standard operating procedures and assists with departmental compliance.

• Creates an environment of open communication for associates and owners.

• Monitors logbooks and service requests to verify timely completion of tasks.

• Monitors unit admittance procedures and verifies correct key inventory.

• Creates and maintains filing system: work orders, reports, home care records, invoices, correspondence, owner forms and proof of insurance.

• Responds to and files office communication in a timely fashion.

• Sends newsletters, emails, and faxes on behalf of the association at the direction of the General Manager or Director of Residences.

• Maintains accurate homeowner’s roster and follow up with services deficiencies.

• Uses property management software and key control software.

• Communicates with homeowners, management and employees.

• Manages owner expectations while remaining calm and courteous.

• Works flexible hours, including weekends, holidays and evenings if necessary.

Managing and Conducting Residences Activities

• Assists in the planning and execution of services and lifestyle activities involving homeowners and the hotel when applicable.

• Supports the leadership team in fostering and maintaining good relationships with the homeowners and their representatives by providing services and amenities aligned with brand and quality standards.

• Participates in activities and communication that support full participation in the Owner Engagement Survey.

• Documents all resident requests, complaints or problems immediately, enters them into Buildinglink or similar software, and notifies the appropriate departments.

• Serves as a liaison between homeowners and various departments and builder/developer.

• Provides homeowners with at least 3 options for vendors or in-house services that can aid in home or unit maintenance. Reports any issues that pertain to vendors or service providers and assists in resolving the issue.

• Communicates a la carte services provided by the property and communicates requests in a timely manner.

• Submits maintenance and housekeeping requests to the appropriate department and follows up accordingly.

• Collects resident owner’s preferences, tracks and records additional preferences and enters them into the appropriate software system.

• Reports any common area items that are not in line with brand standards.

• Creates an environment that fosters WOW stories and Lionshare Best Practices (or similar brand-specific programs).

• Conducts operations in accordance with the Business Priority Matrix.

• Participates in the creation of WIG’s, Lead Measures and the WIG Boards. Participates in weekly BLT calls.

• Reviews balanced scorecards related to Employee/Owner Engagement.

• Plans regular social gatherings for owners and assists in the creation of newsletters and other methods for communicating events.

• Assists in the property’s cleanliness and protects physical assets through visual inspections and self-audits.

The salary range for this position is $82,000 to $104,000 annually. Marriott offers a bonus program, comprehensive health care benefits, 401(k) plan with up to 5% company match, employee stock purchase plan at 15% discount, accrued paid time off (including sick leave where applicable), life insurance, group disability insurance, travel discounts, adoption assistance, paid parental leave, health savings account (except for positions based out of or performed in Hawaii), flexible spending accounts, tuition assistance, pre-tax commuter benefits, other life and work wellness benefits, and may include other incentives such as stock awards and deferred compensation plans. Benefits and incentive compensation may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions.

The compensation and benefits information is provided as of the date of this posting. Marriott reserves the right to modify compensation and benefits at any time, with or without notice, subject to applicable law.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

At more than 100 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. Attracting the world’s top hospitality professionals who curate lifelong memories, we believe that everyone succeeds when they are empowered to be creative, thoughtful and compassionate.

Every day, we set the standard for rare and special luxury service the world over and pride ourselves on delivering excellence in the care and comfort of our guests.

Your role will be to ensure that the “Gold Standards” of The Ritz-Carlton are delivered graciously and thoughtfully every day. The Gold Standards are the foundation of The Ritz-Carlton and are what guides us each day to be better than the next. It is this foundation and our belief that our culture drives success by which The Ritz Carlton has earned the reputation as a global brand leader in luxury hospitality. As part of our team, you will learn and exemplify the Gold Standards, such as our Employee Promise, Credo and our Service Values. And our promise to you is that we offer the chance to be proud of the work you do and who you work with.

In joining The Ritz-Carlton, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.