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Rooms Operations Assistant Manager
2 months ago
Job Overview
POSITION SUMMARY
Assists in the effective management of all operations within the rooms division, including Front Office, Engineering/Maintenance, and Housekeeping, while overseeing staff performance.
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.
- 2-year 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
Supporting Rooms Operations Management
- Manages the opening and closing of Front Desk shifts and Housekeeping, ensuring completion of assigned shift tasks and responsibilities.
- Analyzes and reviews essential information contained in room operations reports.
- Comprehends the functions of Front Office, Engineering/Maintenance, and Housekeeping operations.
- Temporarily oversees all aspects of the Rooms Operations department in the absence of management.
- Operates departmental equipment as necessary and reports any malfunctions.
- Ensures staff have the appropriate supplies and uniforms.
- Understands and adheres to loss prevention policies and procedures.
Contributing to Budget Management
- Confirms the accuracy of room rates to maximize revenue opportunities.
- Utilizes budgets, operating statements, and payroll reports to assist in managing Room Operations.
- Engages in managing departmental controllable expenses to achieve or exceed budgeted targets.
- Recognizes the impact of Room Operations on overall property financial goals and objectives.
Delivering Exceptional Customer Service
- Participates in investigating employee and guest incidents as needed.
- Assists in utilizing a guest information tracking system to ensure an effective repeat guest recognition program is in place.
- Sets a positive example for guest relations.
- Engages with guests to gather feedback on product quality and service levels; effectively addresses and resolves guest issues, seeking supervisor assistance when necessary.
- Assists in reviewing comment cards and guest satisfaction metrics with staff.
- Observes employee service behaviors and provides constructive feedback; continuously strives to enhance service performance.
- Empowers employees to deliver outstanding customer service within established guidelines.
Managing Human Resources Activities
- Participates in departmental meetings and consistently communicates clear messages regarding Room Operations goals to achieve desired outcomes.
- Supervises staffing levels to ensure guest service, operational needs, and financial objectives are met.
- Utilizes available on-the-job training resources for employees; oversees ongoing training initiatives and conducts training as appropriate.
- Communicates performance expectations to employees in line with job descriptions for each role.
- Engages in the employee performance appraisal process.
- Coaches, counsels, and motivates employees.
- Participates in the hiring process and assists in making staffing decisions.
- Engages in employee progressive disciplinary procedures as necessary.
- Schedules staff according to business demands and tracks employee attendance.
- Assists in managing payroll functions.
- Oversees daily shift operations and ensures compliance with all policies, standards, and procedures.
- Fosters positive employee engagement by conducting departmental feedback sessions and developing action plans to address concerns.
Marriott offers a comprehensive benefits package, including a bonus program, health care benefits, a 401(k) plan with up to 5% company match, 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, and other life and work wellness benefits, which may include additional incentives such as stock awards and deferred compensation plans.
Benefits and incentive compensation may be subject to 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.
About the Team
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.
