JOB SUMMARY
Functions as the strategic business leader of the property's Rooms Operations. Areas of responsibility include Front Office, Recreation/Health Club and Housekeeping. Position works with direct reports (department heads) to develop and implement departmental strategies and ensures implementation of the brand service strategy and brand initiatives. The position ensures Rooms Operations meet the brand’s standards, targets customer needs, ensures associate satisfaction, focuses on growing revenues and maximizes the financial performance of the department. Develops and implements property-wide strategies that deliver products and services to meet or exceed the needs and expectations of the brand’s target customer and associates and provides a return on investment to the owner and Marriott International.
CANDIDATE PROFILE
Education and Experience
- High school diploma or GED; 4 years’ experience in the guest services, front desk, housekeeping, or related professional area.
OR
- 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 2 years’ experience in the guest services, front desk, housekeeping, or related professional area.
CORE WORK ACTIVITIES
Leading Room Operations Team
- Verifies that goals are being translated to the team as they relate to guest tracking and productivity.
- Creates and nurtures a property environment that emphasizes motivation, empowerment, teamwork, continuous improvement and a passion for providing service.
- Understands employee and guest satisfaction results and developing game plans to attack need areas and expand on the strengths.
- Verifies that the team has the capabilities to meet expectations.
- Leads by example demonstrating self-confidence, energy and enthusiasm.
- Assists employees in understanding guests’ ever-changing needs and expectations, and exceeding them.
Managing Property Rooms Operations Function(s)
- Assists in managing the execution of all operations in the rooms area departments (e.g., Front Office, Concierge, Butlers and Housekeeping).
- Works closely with other discipline leaders to ensure guest expectations are delivered
- Build a strong rapport with Head Concierge and Engineering dept to ensure all rooms operations functions are run smoothly
- Follows property specific second effort and recovery plan.
- Publishes all guest satisfaction results in a timely fashion including all guest satisfaction forms, comment cards and guest letters.
- Takes proactive approaches when dealing with employee concerns.
- Extends professionalism and courtesy to employees at all times.
- Communicates/updates all goals and results with employees.
- Meets semiannually with staff on a one-to-one basis.
- Assists/teaches the team scheduling against guest and hours/occupied room goals.
- Performs hourly job functions as needed.
- Performs other duties, as assigned, to meet business needs.
- Ensure compliance of all financial aspects of the departments by implementing and adhering to processes.
Managing and Monitoring Activities that Affect the Guest Experience
- Understands the brand's service culture.
- Provides excellent customer service by being readily available/approachable for all guests.
- Strives to continually improve guest and employee satisfaction.
- Takes proactive approaches when dealing with guest concerns.
- Extends professionalism and courtesy to guests at all times.
- Responds timely to customer service department request.
- Verifies that all team members meet or exceed all hospitality requirements.
Managing Profitability
- Assists in performing required annual Quality audit with General Manager (GM) & Director of Operations (DOPS).
- Verifies that a viable key control program is in place.
- Reviews financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement.
- Strives to maximize the financial performance of the department.
Conducting Human Resources Activities
- Interviews and assists in making hiring decisions.
- Receives hiring recommendations from team supervisors.
- Verifies that orientations for new team members are thorough and completed in a timely fashion.
- Solicits employee feedback, utilizes an “open door” policy, and reviews employee satisfaction results to identify and address employee problems or concerns.
- Verifies property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process, where applicable.
- Celebrates successes and publicly recognizes the contributions of team members.
At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
