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Senior Manager of Rooms Operations
2 months ago
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 while optimizing 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.
• Guides a specific team while aiding in the attainment of property goals.
• Fosters a property environment that promotes motivation, empowerment, teamwork, continuous improvement, and a commitment to service excellence.
• Analyzes employee and guest satisfaction metrics and formulates action plans to address areas needing improvement while building on strengths.
• Establishes clear expectations, in collaboration with the General Manager, for the team.
• Confirms that the team possesses the skills necessary to meet expectations.
• Leads by example, demonstrating confidence, energy, and enthusiasm.
• Assists team members in understanding and exceeding the evolving needs and expectations of guests.
Managing Property Rooms Operations Function(s)
• Implements property-specific recovery plans as needed.
• Publishes guest satisfaction results promptly, including feedback forms and letters.
• Takes proactive measures in addressing employee concerns.
• Maintains professionalism and courtesy towards employees at all times.
• Communicates and updates all goals and results with team members.
• Conducts semiannual one-on-one meetings with staff.
• Schedules the team based on guest and room 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 to all guests.
• Strives to continuously enhance guest and employee satisfaction while maximizing departmental financial performance.
• Takes proactive steps to address guest concerns.
• Maintains 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 the annual Quality audit 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 achievement, identifying areas for cost reduction and program enhancement.
Conducting Human Resources Activities
• Participates in the interview process and assists in hiring decisions.
• Promotes the Guarantee of Fair Treatment and Open Door policies.
• Ensures thorough and timely orientations for new team members.
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.
