Assistant Manager - Room Operations

Marriott•San Antonio, TX

7d•$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 supporting guest and employee satisfaction and achievement of the operating budget. The Assistant Manager supports shift operations, employee scheduling and performance, room revenue and expense management, and guest experience activities. The position also helps respond to guest feedback and complaints, supports repeat-guest recognition, and assists with investigations of employee and guest accidents.

Requirements

High school diploma or GED and 3 years of experience in guest services, front desk, housekeeping, or a related professional area; or 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 guest services, front desk, housekeeping, or a related professional area.

Responsibilities

Open and close Front Desk and Housekeeping shifts, ensuring completion of assigned shift checklists and other 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 reports as necessary.
Comply with loss prevention policies and procedures.
Communicate position-specific performance expectations to employees.
Handle employee questions and concerns.
Schedule employees in response 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 repeat-guest recognition and recognition of guest preferences.
Set a positive example for guest relations.
Interact with guests to obtain feedback on product quality and service levels; respond to and handle guest problems and complaints, seeking supervisor assistance as necessary.
Assist in reviewing comment cards and guest satisfaction results with employees.