Assistant Rooms Operations Manager
5 days ago
Job Summary
As an Assistant Rooms Executive, you will play a key role in the successful execution of all operations in the rooms area departments, including Front Office, Engineering/Maintenance, and Housekeeping. Your primary responsibility will be to manage staff and ensure that standards and procedures are being followed.
Candidate Profile
To be successful in this role, you will need a high school diploma or equivalent, and at least 4 years of experience in guest services, front desk, housekeeping, or a related professional area. Alternatively, a 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major, along with 2 years of experience in guest services, front desk, housekeeping, or a related professional area, is also acceptable.
Core Work Activities
Your key responsibilities will include:
- Opening and closing Front Desk shifts, as well as ensuring the completion of assigned shift checklists and other duties.
- Running and reviewing critical information contained in room operations reports.
- Understanding the functions of the Front Office, Engineering/Maintenance, and Housekeeping operations.
- Temporarily supervising all areas of the Room Operations department in the absence of the Room Operations management.
- Operating all department equipment as necessary and reporting malfunctions.
- Ensuring employees have the proper supplies and uniforms.
- Understanding and complying with loss prevention policies and procedures.
Contributing Information to Support Managing to Budget
You will be responsible for:
- Verifying the accuracy of room rates to maximize revenue opportunities.
- Using budgets, operating statements, and payroll progress reports as needed to assist in the management of the Room Operations.
- Participating in the management of departmental controllable expenses to achieve or exceed budgeted goals.
- Understanding the impact of Room Operations on the overall property financial goals and objectives.
Ensuring Exceptional Customer Service
Your responsibilities will include:
- Participating as needed in the investigation of employee and guest accidents.
- Assisting in the use of a guest information tracking system to ensure that a successful repeat guest recognition program is in use to recognize guest preferences.
- Setting a positive example for guest relations.
- Interacting with guests to obtain feedback on product quality and service levels; effectively responding to and handling guest problems and complaints, seeking assistance from a supervisor as necessary.
- Assisting in the review of comment cards and guest satisfaction results with employees.
- Observing service behaviors of employees and providing feedback to individuals; continuously striving to improve service performance.
- Empowering employees to provide excellent customer service within guidelines.
Managing and Conducting Human Resources Activities
You will be responsible for:
- Participating in department meetings and continually communicating a clear and consistent message regarding the Room Operations goals to produce desired results.
- Supervising staffing levels to ensure that guest service, operational needs, and financial objectives are met.
- Using all available on-the-job training tools for employees; supervising ongoing training initiatives and conducting training when appropriate.
- Communicating performance expectations to employees in accordance with job descriptions for each position.
- Participating in the employee performance appraisal process.
- Coaching, counseling, and encouraging employees.
- Interviewing and assisting in making hiring decisions.
- Participating in employee progressive disciplinary procedures as required.
- Scheduling employees to business demands and tracking employee time and attendance.
- Assisting in performing the payroll function.
- Overseeing daily shift operations and ensuring compliance with all policies, standards, and procedures.
- Driving positive employee engagement by conducting department feedback sessions and creating action plans to address open concerns.
Compensation and Benefits
The salary range for this position is $84,000 to $112,000 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 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.
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.
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