Assistant Manager of Residences

Marriott•Dallas, TX

3d•$71,000 - $90,000

About The Position

The Assistant Manager of Residences is the strategic business leader of rooms operations and acts as General Manager in the General Manager’s absence. Areas of responsibility include Front Office, Retail/Gift Shops, Recreation/Fitness Center, Housekeeping, and Security/Loss Prevention. The role oversees the development and implementation of departmental strategies and ensures the implementation of brand service strategies and initiatives. It ensures rooms operations meet target customer needs, supports employee satisfaction, grows revenue, and maximizes departmental financial performance. The position develops and implements property-wide strategies to deliver products and services that meet or exceed the needs and expectations of the brand’s target customers and employees while providing a return on investment. The role manages property operations, leads operations teams, maintains relationships with property stakeholders, manages profitability, and champions the guest experience. It works with Rooms management to execute an operational strategy aligned with the brand’s business strategy, reviews guest feedback and financial performance, supports employee engagement and service standards, and works with owners and operational leaders to improve business results.

Requirements

A two-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or a related major, plus four years of experience in guest services, front desk, housekeeping, sales and marketing, management operations, or a related professional area; or
A four-year bachelor’s degree in Business Administration, Hotel and Restaurant Management, or a related major, plus two years of experience in guest services, front desk, housekeeping, sales and marketing, management operations, or a related professional area.

Responsibilities

Work with the Rooms management team to develop and execute an operational strategy aligned with the brand’s business strategy.
Review comment cards, guest satisfaction results, and other data to identify opportunities for improvement.
Evaluate whether the Operations Team is meeting service needs and provide feedback.
Participate in public-space walkthroughs with Engineering and Housekeeping to ensure guest rooms, public spaces, and back-of-house areas are maintained and preventative maintenance processes are in place.
Tour the building regularly, speaking with employees and guests to understand business needs and assess operational opportunities.
Review guest feedback findings with the leadership team and ensure appropriate corrective action is taken.
Work with the team to establish sustainable work processes and systems that support strategy execution.
Review reports and financial statements to assess Rooms operations performance against budget.
Communicate clear and consistent departmental goals.
Ensure employees are treated fairly and equitably.
Celebrate successes and publicly recognize team members’ contributions.
Foster employee commitment to excellent service, participate in daily stand-up meetings, and model desired service behaviors.
Make and execute decisions needed to advance the property toward its goals.
Attend owners meetings and provide context for Rooms operational and financial results.
Establish a business partnership with the owner and support the relationship between the General Manager and the owner.
Coach and support the operations team in managing occupancy, rates, wages, and controllable expenses.
Work with direct reports to identify concerns and ways to improve departmental financial performance.
Lead cost-containment efforts within Rooms operations, including organizational restructuring when necessary.
Maintain profit margins without compromising guest or employee satisfaction.
Identify key drivers of business success and focus Rooms leadership on the critical few needed to achieve results.
Create an atmosphere in Rooms and Food and Beverage areas that meets or exceeds guest expectations.
Champion the brand’s service vision for product and service delivery and ensure alignment among Rooms leadership teams.
Ensure core elements of the service strategy are in place to achieve desired results.
Establish and maintain open, collaborative relationships with direct reports and the Rooms operations team, and ensure direct reports do the same for their teams.
Interact regularly with customers to obtain feedback on product quality, service levels, and overall satisfaction.