Rooms Operations Manager (HtlOps)

Marriott • Cambridge, MA

5h • Onsite

About The Position

The Rooms Operations Manager assists in managing the execution of all operations in the rooms area departments, including Front Office, Engineering/Maintenance, and Housekeeping, and is responsible for managing staff. This role strives to continually improve guest and employee satisfaction and maximize the financial performance of the department. The manager monitors compliance with standards and procedures and leads a specific team while assisting with meeting or exceeding property goals. Marriott International is dedicated to being an equal opportunity employer, fostering an environment where unique backgrounds are valued. Marriott Hotels aim to elevate hospitality, delivering thoughtful, heartfelt, forward-thinking service. JW Marriott, part of Marriott International's luxury portfolio, believes in putting associates first, offering a work experience focused on community, camaraderie, training, development, recognition, and holistic well-being.

Requirements

• High school diploma or GED; 4 years experience in the guest services, front desk, housekeeping, or related professional area.
• OR 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 2 years experience in the guest services, front desk, housekeeping, or related professional area.

Responsibilities

• Verify that goals are being translated to the team as they relate to guest tracking and productivity.
• Create and nurture a property environment that emphasizes motivation, empowerment, teamwork, continuous improvement and a passion for providing service.
• Understand employee and guest satisfaction results and develop game plans to attack need areas and expand on the strengths.
• Verify that the team has the capabilities to meet expectations.
• Lead by example demonstrating self-confidence, energy and enthusiasm.
• Assist employees in understanding guests’ ever-changing needs and expectations, and exceeding them.
• Assist in managing the execution of all operations in the rooms area departments (e.g., Front Office, Engineering/Maintenance, Housekeeping).
• Follow property specific second effort and recovery plan.
• Publish all guest satisfaction results in a timely fashion including all guest satisfaction forms, comment cards and guest letters.
• Take proactive approaches when dealing with employee concerns.
• Extend professionalism and courtesy to employees at all times.
• Communicate/update all goals and results with employees.
• Meet semiannually with staff on a one-to-one basis.
• Assist/teach the team scheduling against guest and hours/occupied room goals.
• Perform hourly job functions as needed.
• Perform other duties, as assigned, to meet business needs.
• Understand the brand's service culture.
• Provide excellent customer service by being readily available/approachable for all guests.
• Strive to continually improve guest and employee satisfaction.
• Take proactive approaches when dealing with guest concerns.
• Extend professionalism and courtesy to guests at all times.
• Respond timely to customer service department request.
• Verify that all team members meet or exceed all hospitality requirements.
• Assist in performing required annual Quality audit with General Manager (GM) & Regional Director (RD).
• Verify that a viable key control program is in place.
• Review financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement.
• Strive to maximize the financial performance of the department.
• Interview and assist in making hiring decisions.
• Receive hiring recommendations from team supervisors.
• Verify that orientations for new team members are thorough and completed in a timely fashion.
• Solicit employee feedback, utilize an “open door” policy, and review employee satisfaction results to identify and address employee problems or concerns.
• Verify property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process, where applicable.
• Celebrate successes and publicly recognize the contributions of team members.

Benefits

• Equal opportunity employer
• Actively foster an environment where the unique backgrounds of our associates are valued and celebrated
• Committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law
• Opportunities for training, development, recognition
• Focus on holistic well-being

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree
• Number of Employees: 5,001-10,000 employees