Director of Services

Marriott•Nashville, TN

About The Position

Manages housekeeping functions and staff to ensure property guest rooms, public space and employee areas are clean and well maintained. Areas of responsibility include Housekeeping, Recreation/Health Club and, if applicable, Laundry. Directs and works with team to successfully execute all housekeeping operations. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department. Ensures that standards and procedures are being followed. At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law. Why have less when you can have MORE — all under one roof? Rooted in our expertise and leadership in meetings and experiences, Gaylord Hotels intentionally deliver environments, services and programming that bring people together in an extraordinary way. The heart of our brand are STARs, who are creative, entrepreneurial and dedicated to providing thoughtful, big-hearted service to guests. At Gaylord, we provide STARs with opportunities well beyond that of a traditional hotel—offering you endless career opportunities, the extras, and MORE. In joining Gaylord, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

Requirements

High school diploma or GED; 2 years experience in the housekeeping or related professional area.
2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.

Responsibilities

Maintains strong working relationship with Front Office to ensure effective communications for operational issues.
Obtains list of rooms to be cleaned immediately and list of prospective check-outs or discharges to prepare work assignments.
Inventories stock to ensure adequate supplies.
Ensures guestrooms, public space and employee areas are cleaned according to operating standards.
Ensures compliance with all housekeeping policies, standards and procedures.
Initiates and maintains an effective inspection program including rooms, public areas, employee work and locker areas, storage areas, recreation areas, laundry areas, garage and grounds.
Supervises and approves the budgeting and ordering of guestroom and cleaning supplies.
Understands the importance of department’s operation on the overall property financial goals and educates staff on details as appropriate.
Manages areas of operation to budget by reviewing operating statements, budget worksheets and payroll progress reports.
Keeps the Housekeeping team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
Manages department controllable expenses and cost per occupied room to achieve or exceed budgeted goals.
Responds to and handles guest problems and complaints effectively.
Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement.
Empowers employees to provide excellent customer service.
Develops goals and expectations for direct report managers.
Celebrates successes and publicly recognizes the contributions of team members.
Reviews employee satisfaction results to identify and address employee problems or concerns.
Communicates expectations, recognizes performance, and produces desired business results.
Ensures property policies are administered fairly and consistently.
Ensures disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and supports the Peer Review Process.
Establishes goals and objectives for all areas of responsibility.
Directs staff to strive for continuous improvement in all areas of responsibility.
Interviews and hires management and hourly employees with the appropriate skills to meet the business needs of the operation.
Manages employee progressive discipline procedures for areas of responsibility.
Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.
Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.
Ensures employees are treated fairly and equitably.