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Room Operations Supervisor
2 months ago
Job Overview
POSITION SUMMARY
Assists in overseeing the management of all operations within the guest room departments (e.g., Front Desk, Maintenance, Housekeeping) while supervising staff members.
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
Leading Room Operations Team
- Ensures that objectives are communicated to the team regarding guest tracking and productivity.
- Fosters a workplace environment that promotes motivation, empowerment, teamwork, continuous improvement, and a commitment to service excellence.
- Analyzes employee and guest satisfaction metrics to develop strategies for improvement and leverage strengths.
- Confirms that the team possesses the necessary skills to meet expectations.
- Demonstrates leadership by setting an example with confidence, energy, and enthusiasm.
- Guides employees in understanding and exceeding the evolving needs and expectations of guests.
Managing Property Rooms Operations Function(s)
- Assists in overseeing the execution of all operations in the guest room departments (e.g., Front Desk, Maintenance, Housekeeping).
- Implements property-specific recovery strategies.
- Publishes guest satisfaction results promptly, including feedback forms and letters.
- Takes proactive measures when addressing employee concerns.
- Extends professionalism and courtesy to employees consistently.
- Communicates and updates all objectives and results with team members.
- Conducts semiannual one-on-one meetings with staff.
- Assists in scheduling based on guest needs and occupancy goals.
- Performs job functions as necessary.
- Completes additional duties as assigned to meet business requirements.
Managing and Monitoring Activities that Affect the Guest Experience
- Understands the brand's service ethos.
- Delivers exceptional customer service by being accessible and approachable for all guests.
- Aims to enhance guest and employee satisfaction continually.
- Takes proactive measures when addressing guest concerns.
- Maintains professionalism and courtesy towards guests at all times.
- Responds promptly to requests from the customer service department.
- Ensures that all team members meet or exceed hospitality standards.
Managing Profitability
- Assists in conducting the annual Quality audit with the General Manager and Regional Director.
- Ensures a robust key control program is in place.
- Reviews financial documents, sales reports, and performance data to assess productivity and identify areas for cost reduction and improvement.
- Strives to enhance the financial performance of the department.
Conducting Human Resources Activities
- Participates in the interview process and assists in hiring decisions.
- Receives hiring recommendations from team leaders.
- Ensures thorough and timely orientations for new team members.
- Encourages employee feedback, maintains an open-door policy, and reviews employee satisfaction results to address concerns.
- Ensures property policies are applied fairly and consistently, and that disciplinary actions are documented according to established procedures.
- Celebrates achievements and publicly acknowledges team contributions.
Marriott provides a bonus program, comprehensive health 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 accounts (except for positions based out of or performed in Hawaii), flexible spending accounts, tuition assistance, pre-tax commuter benefits, and may include other incentives such as stock awards and deferred compensation plans.
Benefits and incentive compensation may be subject to eligibility, waiting periods, contributions, and other requirements.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
Marriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh-so-familiar all around the globe.
With the name that's synonymous with hospitality the world over, we are proud to welcome you to explore a career with Marriott Hotels.
In joining Marriott Hotels, 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.
JW Marriott is part of Marriott International's luxury portfolio and consists of more than 100 beautiful properties in gateway cities and distinctive resort locations around the world.
JW believes our associates come first. Because if you're happy, our guests will be happy.JW Marriott associates are confident, innovative, genuine, intuitive, and carry on the legacy of the brand's namesake and company founder, J.Willard Marriott.
Our hotels offer a work experience unlike any other, where you'll be part of a community and enjoy true camaraderie with a diverse group of co-workers.
JW creates opportunities for training, development, recognition and most importantly, a place where you can pursue your passions in a luxury environment with a focus on holistic well-being.
Treating guests exceptionally starts with the way we take care of our associates. That's The JW TreatmentTM. In joining JW Marriott, 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.
