Assistant Manager Room Operations - Guest Relations

Marriott•Tampa, FL

3d•$26 - $28

About The Position

An entry-level management position supporting the day-to-day activities of Rooms Operations, including Housekeeping, Recreation, Laundry, Bell Staff, AYS, Front Desk, and Concierge/Guest Services. The position helps employees carry out guest arrival and departure procedures and maintain the property’s cleanliness standards. It strives to ensure guest and employee satisfaction while achieving the operating budget. The role supports Rooms Operations management, contributes information for budget management, and helps provide and manage the guest experience. It includes overseeing shift procedures, reviewing operations reports, understanding department functions and night audit procedures, ensuring appropriate supplies and uniforms, handling employee questions, scheduling staff, and supporting revenue and expense goals. The role also interacts with guests, responds to feedback and complaints, and supports guest recognition and satisfaction efforts.

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 assigned 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 related reports as necessary.
Understand and comply with loss prevention policies and procedures.
Communicate performance expectations to employees in accordance with each position’s job description.
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 in using a guest information tracking system to support a repeat-guest recognition program and recognize guest preferences.
Set a positive example for guest relations.
Interact with guests to obtain feedback on product quality and service levels, respond to feedback, and handle guest problems and complaints, seeking supervisor assistance as necessary.
Assist in reviewing comment cards and guest satisfaction results with employees.