Hotel Guest Services Director

6 days ago

Miami, Florida, United States Marriott International Full time

Job Summary

The Rooms Operations Manager is responsible for assisting in the management of the execution of all operations in the rooms area departments, including Front Office, Engineering/Maintenance, and Housekeeping. This role strives to continually improve guest and employee satisfaction and maximize the financial performance of the department.

Candidate Profile

The ideal candidate will have a high school diploma or equivalent, with 4 years of experience in guest services, front desk, housekeeping, or a related field. Alternatively, a 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major, with 2 years of experience in the same field.

Key Responsibilities

Leading Room Operations Team

• Verify that goals are being translated to the team as they relate to guest tracking and productivity.

• Create and nurture a property environment that emphasizes motivation, empowerment, teamwork, continuous improvement, and a passion for providing service.

• Understand employee and guest satisfaction results and develop game plans to address need areas and expand on strengths.

• Verify that the team has the capabilities to meet expectations.

• Lead by example, demonstrating self-confidence, energy, and enthusiasm.

• Assist employees in understanding guests' ever-changing needs and expectations, and exceeding them.

Managing Property Rooms Operations Function(s)

• Assist in managing the execution of all operations in the rooms area departments.

• Follow property-specific second effort and recovery plan.

• Publish all guest satisfaction results in a timely fashion, including guest satisfaction forms, comment cards, and guest letters.

• Take proactive approaches when dealing with employee concerns.

• Extend professionalism and courtesy to employees at all times.

• Communicate and update all goals and results with employees.

• Meet semiannually with staff on a one-to-one basis.

• Assist and teach the team scheduling against guest and hours/occupied room goals.

• Perform hourly job functions as needed.

• Perform other duties as assigned to meet business needs.

Managing and Monitoring Activities that Affect the Guest Experience

• Understand the brand's service culture.

• Provide excellent customer service by being readily available and approachable for all guests.

• Strive to continually improve guest and employee satisfaction.

• Take proactive approaches when dealing with guest concerns.

• Extend professionalism and courtesy to guests at all times.

• Respond timely to customer service department requests.

• Verify that all team members meet or exceed all hospitality requirements.

Managing Profitability

• Assist in performing required annual Quality audit with General Manager and Regional Director.

• Verify that a viable key control program is in place.

• Review 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.

• Strive to maximize the financial performance of the department.

Conducting Human Resources Activities

• Interview and assist in making hiring decisions.

• Receive hiring recommendations from team supervisors.

• Verify that orientations for new team members are thorough and completed in a timely fashion.

• Solicit employee feedback, utilize an 'open door' policy, and review employee satisfaction results to identify and address employee problems or concerns.

• Verify property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures, and support the Peer Review Process, where applicable.

• Celebrate successes and publicly recognize the contributions of team members.

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