FLEX OSR Rooms Operations Manager (US & Canada)

Marriott • Bethesda, MD

6d • $29 - $35

About The Position

This temporary role supports hotels across all brands in Marriott International’s portfolio in the United States and Canada. The candidate must be authorized to work in both countries, and the role requires 100% travel. Team members are deployed to temporary assignments of varying durations to fill operational gaps identified by hotel leadership.

The Rooms Operations Manager is an experienced, multi-discipline leader who adapts quickly to different hotel environments and manages execution across rooms operations. Areas may include Front Office, AYS, Bell Stand, Valet, Concierge, Club Lounge, and Housekeeping. Assignments focus primarily, but not exclusively, on the rooms discipline. The manager understands brand standards and operational requirements, coordinates labor scheduling, leads shifts, supports guest arrival and departure procedures, and helps ensure compliance with brand standards and legal obligations. The role leads teams in providing consistent, high-quality service, conducts daily stand-up meetings, communicates performance expectations, trains staff, and works to improve guest and associate satisfaction and financial performance.

Performance is evaluated after each assignment based on feedback from the Assignment Initiator. Managers are expected to maintain professional behavior and appearance in accordance with the brand voice for each assignment.

Requirements

• Work authorization in both the United States and Canada.
• Ability to travel 100%.
• Either a high school diploma or GED and at least 4 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, plus 2 years of relevant experience and 2 years of hotel leadership experience.
• Proficiency in front- and back-office systems, including Lightspeed, PMS, GXP/Empower, MARSHA, and HotSoS.
• Ability to adapt quickly to varying environments and complexities and lead operations across rooms disciplines.
• Professional behavior and appearance consistent with the brand voice for each assignment.

Nice To Haves

• Luxury experience preferred.
• Union or CBA experience preferred.
• Opera and FOSSE experience highly regarded.

Responsibilities

• Manage and support execution of operations in rooms departments, including Front Office and Housekeeping.
• Drive adoption of Marriott International initiatives and champion GXP efforts to improve engagement and guest satisfaction scores.
• Champion Marriott’s Commitment to Clean processes and critical brand standards.
• Provide Marriott Bonvoy Loyalty subject-matter expertise on the program and its procedures.
• Address associate concerns proactively and extend professionalism and courtesy to associates and guests.
• Communicate goals and results to associates and help optimize staff scheduling in relation to guest satisfaction and department P&L objectives.
• Perform hourly job functions as permitted by local work rules and other duties as assigned to meet business needs.
• Translate goals relating to guest tracking and productivity to the team.
• Build a property environment emphasizing motivation, empowerment, teamwork, continuous improvement, and service.
• Review associate and guest satisfaction survey results and develop plans to address needs and build on strengths.
• Ensure the team has resources and capabilities to meet leadership and P&L expectations; lead by example and help associates understand and exceed guest expectations.
• Provide accessible, responsive customer service to guests and respond promptly to customer service department requests.
• Support components of Marriott’s Global Audit Program and Global Accountability Program.
• Manage the department budget during assignments and review financial statements, sales and activity reports, and other performance data to assess productivity, goal achievement, cost reduction, and program improvement needs.
• Verify that a viable key control program is in place and help minimize controllable losses through training, policy enforcement, and safety expertise.
• Follow the department’s traveling manager-specific LSOPs.
• Support property associates, solicit feedback for hotel leadership, assist Human Resources leadership with interviews as needed, ensure timely and thorough new-team-member orientations, and recognize team contributions.
• Coordinate labor scheduling, lead shifts across rooms disciplines, and conduct daily stand-up meetings.
• Direct and work with associates on guest arrival and departure procedures and support compliance with brand standards and legal obligations.

Benefits

• 401(k) plan
• Stock purchase plan
• Discounts at Marriott properties
• Commuter benefits
• Employee assistance plan
• Childcare discounts
• For full-time positions: medical, dental, and vision coverage; health care and dependent care flexible spending accounts; life and disability insurance; accident insurance; adoption expense reimbursements; and paid parental leave
• For Washington applicants: paid sick leave accrual, PTO accrual of 0.0384 hours for every hour worked, and eligibility for a minimum of 9 holidays annually

What This Job Offers

• Career Level: Manager
• Education Level: High school or GED