Dual Director of Rooms Operations

Marriott•Boston, MA

7d•$105,000 - $129,000

About The Position

The Dual Director of Rooms Operations assists in managing the execution of all operations in the rooms area departments, including Front Office, Engineering/Maintenance, and Housekeeping, while managing staff. The role works to continually improve guest and employee satisfaction, maximize departmental financial performance, monitor compliance with standards and procedures, and lead a team in meeting or exceeding property goals. The position leads the Rooms Operations team by translating goals into team expectations, fostering motivation, empowerment, teamwork, continuous improvement, and service, and responding to guest and employee satisfaction results. It also assists with daily rooms operations, guest service, profitability, and human resources activities, including hiring, onboarding, employee feedback, policy administration, and recognition. A high school diploma or GED and four years of relevant experience are required, or a two-year degree in a related field and two years of relevant experience. Marriott International is an equal opportunity employer. Aloft Hotels describes its guest experience as a hub for connection, with modern design and personality, and seeks associates who are confident and excited about connecting with others.

Requirements

High school diploma or GED and four years of experience in guest services, front desk, housekeeping, or a related professional area; alternatively, a two-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major and two years of relevant experience.
Ability to lead and manage staff and rooms-area operations.
Ability to promote guest and employee satisfaction, service, teamwork, and continuous improvement.
Ability to review financial and performance data and work toward departmental financial goals.

Responsibilities

Translate team goals into expectations related to guest tracking and productivity.
Create and nurture a property environment emphasizing motivation, empowerment, teamwork, continuous improvement, and service.
Review employee and guest satisfaction results, develop plans to address needs, and build on strengths.
Verify that the team has the capabilities to meet expectations; lead by example with confidence, energy, and enthusiasm.
Help employees understand and exceed guests’ changing needs and expectations.
Assist in managing operations across rooms departments, including Front Office, Engineering/Maintenance, and Housekeeping.
Follow the property-specific second effort and recovery plan.
Publish guest satisfaction results promptly, including forms, comment cards, and guest letters.
Address employee concerns proactively and communicate professionally and courteously.
Communicate and update goals and results with employees; meet one-to-one with staff semiannually.
Assist and teach the team to schedule against guest and hours-per-occupied-room goals.
Perform hourly job functions as needed and other duties assigned to meet business needs.
Understand the brand’s service culture and be available and approachable to guests.
Improve guest and employee satisfaction and respond proactively to guest concerns.
Respond promptly to customer service department requests and verify that team members meet or exceed hospitality requirements.
Assist with the annual Quality audit alongside the General Manager and Regional Director.
Verify that a viable key control program is in place.
Review financial statements, sales and activity reports, and performance data to measure productivity and goal achievement and identify cost reductions or program improvements.
Work to maximize departmental financial performance.
Interview candidates and assist with hiring decisions; receive hiring recommendations from team supervisors.
Verify thorough and timely orientation for new team members.
Solicit employee feedback, maintain an open-door policy, and use satisfaction results to identify and address employee concerns.
Verify fair and consistent administration of property policies and proper disciplinary procedures and documentation according to SOPs and LSOPs; support the Peer Review Process where applicable.
Celebrate successes and publicly recognize team members’ contributions.