Director of Rooms Operations

Marriott•Fort Myers, FL

About The Position

The Director of Rooms Operations must have a strong working knowledge of Marriott brand standards, service culture, and operational compliance. Experience working within a Marriott branded hotel environment — either directly with Marriott International or through a Marriott franchise/management partner — is strongly preferred due to the property's Autograph Collection affiliation and the operational expectations associated with brand performance, guest satisfaction metrics, and audit compliance.

Requirements

Excellent customer service skills
Excellent communication skills, both verbal and written
Ability to effectively present information to individuals or groups
Proficiency with Microsoft Office programs a must
Ability to sit or stand for extended periods of time
Ability to communicate clearly
Corrected vision to normal range
Ability to drive/transport self and others
Ability to travel on occasion for meetings
Long hours sometimes required
Make sound judgments quickly
Work on multiple tasks, making appropriate progress towards deadlines
Able to work independently, take direction and provide direction to others
Manage differing personalities within the office, the hotel and the community
Maintain the highest degree of confidentiality
Ability to work effectively in stressful, high pressure situations
Ability to effectively handle challenges in the workplace, including anticipating, preventing, identifying and solving problems as necessary.

Nice To Haves

Experience working in a Marriott International property or with a Marriott franchise/management company is highly preferred
4-year bachelor’s degree preferred
Minimum of 5 years in hospitality related Rooms leadership role preferred
Marriott systems a plus
Due to the operational requirements of an Autograph Collection property, candidates without Marriott brand experience will not be considered unless they possess equivalent luxury lifestyle brand experience (Hyatt Lifestyle, Hilton Curio/Canopy, etc.).

Responsibilities

Maintain compliance with Mainsail Lodging & Development company core values.
Maintain regular attendance in compliance with Mainsail Lodging & Development’s policy, as required by scheduling which will vary according to the needs of the hotel.
Maintain high standards of personal appearance and grooming which includes wearing proper professional attire and nametag.
Comply at all times with Mainsail Lodging & Development’s standards and regulations to encourage safe and efficient hotel operations.
Champion the properties guest satisfaction efforts by ensuring that all stakeholders have consistent and effective processes in place to monitor feedback, maintain high guest touchpoint efforts, and to adapt within their operations when deficiencies are identified
Consistently review and implement as necessary all departmental LSOPs
Prepare team member schedules according to the business forecast, payroll budget guidelines and productivity requirements.
Oversee procurement function for the rooms division, ensuring monthly expenditures are in line with business forecast
Maintain a clearly defined inspection process for guestrooms and public areas, assessing cleanliness and condition
Maintain required pars of all housekeeping supplies by ordering all needed supplies and amenities on a monthly/ quarterly basis.
Ensure any discipline inventories are conducted on a monthly/quarterly basis as dictated by finance and/or Mainsail company guidelines
Ensure property loss prevention coverage, processes, and standards meet Mainsail company guidelines-this role serves as the property level champion for communication and reporting as it relates to guest incident/property claims
Ensure guest privacy and security by correctly following hotel procedures.
Serve as a senior point of contact for highly escalated guest issues
Ensure guest room and public space Preventive Maintenance process are in place
Participate in required M.O.D. (Manager on Duty) coverage as scheduled.
Motivate, coach, counsel and discipline all Personnel according to Mainsail Lodging & Development procedures.
Monitor work orders and submit to Maintenance Department according to procedures.
Maintain a professional working relationship and promote open lines of communication with other managers, team members and all other departments.
Respond to emergency situations using information contained in Material Safety Data Sheets. Keep MSDS sheets current and easily available.
Maintain and monitor “Lost and Found” procedures and policies according to standards.
Ensure all end of month reports are met,
Review all operational staff’s worked hours for payroll compilation and submit to accounting on a timely basis.
Prepare team member schedule according to business forecast, payroll budget guidelines and productivity requirements.
Ensure that no-show revenue is maximized through consistent and accurate billing.
Ensure that Ten Day Forecast is completed on a timely basis.
Work closely with account on follow up items, I.e.: returned checks, rejected credit cards, team member discrepancies, etc.
Operate all aspects