Executive Director of Rooms Operations

Job Summary

As the strategic business leader of the Rooms department, you will be responsible for planning, developing, implementing, and evaluating the quality of property's rooms. This role requires collaboration with direct reports to develop and implement departmental strategies, ensuring the implementation of the brand service strategy and brand initiatives.

The position ensures Rooms operations meet the brand's standards, targets customer needs, ensures employee satisfaction, focuses on growing revenues, and maximizes the financial performance of the department.

You will develop and implement property-wide strategies that deliver products and services to meet or exceed the needs and expectations of the brand's target customer and employees, providing a return on investment to the owner and company.

Candidate Profile

Education and Experience

• A 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or a related major, with 4 years of experience in guest services, front desk, housekeeping, sales and marketing, management operations, or a related professional area.

OR

• A 4-year bachelor's degree in Business Administration, Hotel and Restaurant Management, or a related major, with 2 years of experience in guest services, front desk, housekeeping, sales and marketing, management operations, or a related professional area.

Core Work Activities

Leading Rooms Team

• Champion the brand's service vision for product and service delivery.
• Communicate a clear and consistent message regarding departmental goals to produce desired results.
• Make and execute the necessary decisions to keep property moving forward toward achievement of goals.
• Monitor and promote room rates, specials, and promotions at the residence.
• Review all out-of-order rooms daily with respective departments to determine the most current status and estimated date for return to room inventory.

Managing Profitability and Revenue Goals

• Analyze service issues and identify trends.
• Work with the Rooms team to develop an operational strategy that is aligned with the brand's business strategy and lead its execution.
• Review and audit expenses, such as departmental/divisional profits, payroll expenses, rooms' expenses, cost per occupied room, previous day's occupancy, and room revenues.
• Conduct weekly meetings with divisional managers and review all information pertinent to the week's business.
• Prepare monthly, quarterly, and yearly Rooms Division financial forecasts.
• Prepare annual capital expenditures reports.
• Monitor Rooms operations sales performance against budget.
• Review reports and financial statements to determine Rooms operations performance against budget.
• Coach and support operations team to effectively manage occupancy and rate, wages, and controllable expenses.
• Compare budgeted wages to actual wages, coaching direct reports to address problem areas and holding team accountable for results.

Ensuring and Providing Exceptional Customer Service

• Demonstrate and communicate key drivers of guest satisfaction for the brand's target customer.
• Deliver excellent customer service throughout the customer experience and encourage the same from other employees.
• Review guest feedback with the leadership team and ensure appropriate corrective action is taken.
• Coordinate and communicate event details both verbally and in writing to the customer and property operations.
• Create an atmosphere in all Rooms areas that meets or exceeds guest expectations.
• Respond to and handle guest problems and complaints.
• Use personal judgment and expertise to enhance the customer experience.
• Stay available to solve problems and/or suggest alternatives to previous arrangements.
• Interact with guests to obtain feedback on product quality and service levels.
• Stay visible and interface with customers on a regular basis to obtain feedback on quality of product, service levels, and overall satisfaction.
• Work to continually improve customer service by integrating obtained feedback and personal judgment into action plans.
• Emphasize guest satisfaction during all departmental meetings and focus on continuous improvement.
• Ensure that employees understand expectations and parameters for Room duties.
• Monitor and handle guest complaints by following the instant pacification procedures and ensuring guest satisfaction.
• Anticipate sold-out situations and know how many rooms are overbooked. Assist in locating alternative accommodations for guests and assist in walking guests, following hotel policies and procedures. Follow-up the next day to ensure that guests are welcomed back to the hotel in accordance with hotel policies and procedures.
• Review resumes for arriving groups; follow up with all departments to ensure preparations are made for arrivals.

Managing and Conducting Human Resources Activities

• Facilitate the development of creative solutions to overcome obstacles and ensure implementation to continually improve guest satisfaction results.
• Interview and hire employees.
• Ensure employees are treated fairly and equitably.
• Ensure that regular, ongoing communication is happening in Rooms (e.g., pre-shift briefings, staff meetings).
• Foster employee commitment to providing excellent service, participate in daily stand-up meetings, and model desired service behaviors in all interactions with guests and employees.
• Incorporate guest satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to continually improve results.
• Set goals and expectations for direct reports using the performance review process and hold staff accountable for successful performance.
• Solicit employee feedback, utilize an open-door policy, and review employee satisfaction results to identify and address employee problems or concerns.
• Ensure 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.
• Conduct annual performance appraisal with direct reports according to Standard Operating Procedures.
• Champion change, ensure brand and regional business initiatives are implemented, and communicate follow-up actions to the team as necessary.
• Identify talents of direct reports and their teams and assist with their growth and development plans.

Salary Range

The salary range for this position is $166,000 to $212,000 annually.

Benefits

Marriott offers a bonus program, comprehensive health care benefits, 401(k) plan with up to 5% company match, employee stock purchase plan at 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.

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.