Housekeeping Operations Manager

Marriott•Scottsdale, AZ

6h•$60,000 - $73,000

About The Position

Assists in managing the execution of operations in rooms-area departments, including Front Office, Engineering/Maintenance, and Housekeeping, and manages staff. The role works to continually improve guest and employee satisfaction, maximize department financial performance, monitor compliance with standards and procedures, and lead a team toward meeting or exceeding property goals. The manager leads and develops the rooms operations team, communicates goals and results, supports employee performance and satisfaction, and helps ensure the team can meet guest expectations. The role also monitors guest experience, profitability, quality, and human resources activities, and performs hourly job functions or other duties as needed to meet business needs.

Requirements

High school diploma or GED and 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, and 2 years of experience in guest services, front desk, housekeeping, or a related professional area.

Responsibilities

Translate goals related to guest tracking and productivity to the team.
Foster a property environment emphasizing motivation, empowerment, teamwork, continuous improvement, and service.
Review employee and guest satisfaction results, develop plans to address areas of need, and build on strengths.
Verify that the team has the capabilities to meet expectations and lead by example with confidence, energy, and enthusiasm.
Help employees understand changing guest needs and expectations and exceed them.
Assist in managing operations across rooms-area departments, including Front Office, Engineering/Maintenance, and Housekeeping.
Follow the property-specific second effort and recovery plan.
Publish guest satisfaction results, including forms, comment cards, and guest letters, in a timely manner.
Address employee concerns proactively and treat employees professionally and courteously.
Communicate and update employees on goals and results, and meet individually with staff semiannually.
Assist and teach the team to schedule against guest and hours/occupied-room goals.
Perform hourly job functions as needed and other duties assigned to meet business needs.
Provide accessible, approachable, professional, and courteous service to guests; respond proactively to guest concerns and promptly to customer service department requests.
Verify that team members meet or exceed hospitality requirements.
Assist with the annual quality audit with the General Manager and Regional Director.
Verify that a viable key control program is in place.
Review financial statements, sales and activity reports, and other performance data to assess productivity and goal achievement and identify cost-reduction or program-improvement needs.
Work to maximize the financial performance of the department.
Interview candidates, assist with hiring decisions, and receive hiring recommendations from team supervisors.
Verify that new-team-member orientations are thorough and timely.
Solicit employee feedback, maintain an open-door policy, and review employee satisfaction results to identify and address concerns.
Verify that property policies are administered fairly and consistently and that disciplinary procedures and documentation follow SOPs and LSOPs and support the Peer Review Process where applicable.
Celebrate successes and publicly recognize team contributions.