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Senior Manager of Rooms Operations
2 months ago
As a key leader in the Rooms Operations department, you will oversee the seamless execution of services across various areas including Front Office, Engineering/Maintenance, and Housekeeping. Your primary goal will be to enhance both guest and employee satisfaction while optimizing departmental financial performance. You will ensure adherence to established standards and procedures, guiding your team towards achieving property objectives.
Candidate Profile
Education and Experience
- High school diploma or GED with a minimum of 4 years of experience in guest services, front desk, housekeeping, or a related field.
- A 2-year degree from an accredited institution in Hotel and Restaurant Management, Hospitality, Business Administration, or a related discipline, coupled with 2 years of relevant experience.
Core Responsibilities
Leading the Rooms Operations Team
- Ensure that team goals align with guest satisfaction and productivity metrics.
- Oversee all operational aspects within the rooms departments, managing staff effectively.
- Foster a work environment that promotes motivation, teamwork, and a commitment to exceptional service.
- Analyze employee and guest satisfaction data to develop actionable improvement plans.
- Set clear expectations in collaboration with the General Manager.
- Demonstrate leadership through self-confidence and enthusiasm.
- Support team members in understanding and exceeding guest expectations.
Managing Rooms Operations Functions
- Implement property-specific recovery strategies.
- Publish guest satisfaction results promptly, including feedback forms and letters.
- Address employee concerns proactively and maintain professionalism.
- Communicate goals and results effectively with team members.
- Conduct regular one-on-one meetings with staff.
- Schedule staff in accordance with guest needs and occupancy goals.
- Ensure compliance with operational standards.
- Perform essential job functions as required.
Delivering Outstanding Customer Service
- Provide exceptional customer service by being accessible and approachable to guests.
- Continuously seek ways to enhance guest and employee satisfaction.
- Address guest concerns with a proactive approach.
- Maintain professionalism and courtesy in all guest interactions.
- Respond promptly to requests from the customer service department.
- Ensure all team members meet hospitality standards.
Enhancing Profitability
- Conduct annual quality audits with the General Manager and Regional Director.
- Ensure a robust key control program is in place.
- Review financial performance data to identify areas for cost reduction and improvement.
Human Resources Activities
- Participate in the hiring process and make informed decisions.
- Promote fair treatment and open communication policies.
- Ensure comprehensive orientation for new team members.
The salary range for this position is competitive and includes a comprehensive benefits package. Marriott is committed to fostering a diverse workforce and an inclusive culture. We are an equal opportunity employer, dedicated to non-discrimination on any protected basis. Marriott Hotels aims to elevate the hospitality experience, ensuring our associates thrive in a supportive environment.
