Assistant Manager - Room Operations

Marriott•Miami, FL

14h•$26 - $29

About The Position

This entry-level management position supports the day-to-day activities of Rooms Operations, including Housekeeping, Recreation, Laundry, Bell Staff, AYS, Front Desk, and Concierge/Guest Services. The role helps employees carry out guest arrival and departure procedures and maintain the property's cleanliness standards, while striving to ensure guest and employee satisfaction and achieve the operating budget. The Assistant Manager supports Rooms Operations management, contributes information for budget management, and helps provide and manage the guest experience. The position includes opening and closing shifts, reviewing operational reports, scheduling employees, supporting revenue and expense goals, responding to guest feedback and concerns, and helping ensure The Ritz-Carlton's Gold Standards are delivered.

Requirements

High school diploma or GED and 3 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 and 1 year of experience in a related professional area.

Responsibilities

Open and close Front Desk and Housekeeping shifts, ensuring completion of shift checklists and other assigned duties.
Run and review critical information in Rooms Operations reports.
Understand the functions of Recreation, Laundry, Housekeeping, Bell Staff, AYS, Front Desk, and Concierge/Guest Services operations.
Operate department equipment as necessary and report malfunctions.
Ensure employees have proper supplies and uniforms.
Understand night audit procedures and use relevant reports.
Understand and comply with loss prevention policies and procedures.
Communicate performance expectations to employees in accordance with their job descriptions.
Handle employee questions and concerns.
Schedule employees according to business demands and track employee time and attendance.
Supervise same-day selling procedures to maximize room revenue and property occupancy.
Verify room-rate accuracy to maximize revenue opportunities.
Use budgets, operating statements, and payroll progress reports to assist in managing Room Operations.
Participate in managing departmental controllable expenses to achieve or exceed budgeted goals.
Understand the impact of Room Operations on overall property financial goals and objectives.
Assist in investigating employee and guest accidents.
Assist with use of a guest information tracking system to support a successful repeat-guest recognition program and recognize guest preferences.
Set a positive example in guest relations.
Interact with guests to obtain feedback on product quality and service levels, respond to and handle guest problems and complaints, and seek supervisor assistance as necessary.
Assist in reviewing comment cards and guest satisfaction results with employees.
Learn and exemplify The Ritz-Carlton Gold Standards, including its Employee Promise, Credo, and Service Values.