Senior Manager of Rooms Operations

2 weeks ago

Overland Park, Kansas, United States Marriott International Full time

JOB SUMMARY

Oversees the implementation of all operations within the rooms division, including Front Office, Engineering/Maintenance, and Housekeeping, while managing personnel. Aims to consistently enhance guest and employee satisfaction and optimize the financial performance of the department. Ensures adherence to established standards and procedures. Directs a specific team while contributing to the achievement of property objectives.

CANDIDATE PROFILE

Education and Experience


• High school diploma or GED; 4 years of experience in guest services, front desk, housekeeping, or a related professional field.

OR


• Associate degree from an accredited institution in Hotel and Restaurant Management, Hospitality, Business Administration, or a related discipline; 2 years of experience in guest services, front desk, housekeeping, or a related professional field.

CORE WORK ACTIVITIES

Leading the Rooms Operations Team


• Ensures that objectives are effectively communicated to the team regarding guest tracking and productivity.


• Manages the execution of all operations in the rooms division and oversees staff performance.


• Guides a specific team while supporting the achievement of property goals.


• Fosters a workplace environment that promotes motivation, empowerment, teamwork, continuous improvement, and a commitment to service excellence.


• Analyzes employee and guest satisfaction results and formulates action plans to address areas for improvement and leverage strengths.


• Establishes clear expectations in collaboration with the General Manager for the team.


• Ensures that the team possesses the necessary skills to meet expectations.


• Models self-confidence, energy, and enthusiasm as a leader.


• Aids employees in understanding and exceeding the evolving needs and expectations of guests.

Managing Property Rooms Operations Function(s)


• Implements property-specific recovery strategies.


• Publishes guest satisfaction results promptly, including all feedback forms and correspondence.


• Takes proactive measures in addressing employee concerns.


• Maintains professionalism and courtesy towards employees at all times.


• Communicates and updates all objectives and results with team members.


• Conducts semiannual one-on-one meetings with staff.


• Schedules the team based on guest needs and occupancy goals.


• Monitors adherence to standards and procedures.


• Performs job functions as necessary.

Delivering Exceptional Customer Service


• Provides outstanding customer service by being accessible and approachable for all guests.


• Strives to continuously enhance guest and employee satisfaction while maximizing departmental financial performance.


• Takes proactive steps in addressing guest concerns.


• Exhibits professionalism and courtesy towards guests at all times.


• Responds promptly to requests from the customer service department.


• Ensures all team members meet or exceed hospitality standards.

Managing Profitability


• Conducts annual quality audits with the General Manager and Regional Director.


• Ensures a robust key control program is in place.


• Reviews financial reports, sales data, and performance metrics to assess productivity and goal attainment, identifying areas for cost reduction and program enhancement.

Conducting Human Resources Activities


• Participates in the interview process and assists in hiring decisions.


• Promotes the principles of Fair Treatment and Open Door policies.


• Ensures comprehensive orientations for new team members are conducted in a timely manner.

The salary range for this position is $69,000 to $84,000 annually. Marriott offers a bonus program, comprehensive health care benefits, a 401(k) plan with up to 5% company match, an employee stock purchase plan at a 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.

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