Senior Operations Talent Coach

Marriott•New York, NY

7d•$102,000 - $132,000

About The Position

The Senior Operations Talent Coach manages the execution of rooms-area operations, including Front Office, Engineering/Maintenance, and Housekeeping, and manages staff. The role leads a team in helping meet or exceed property goals, continually improves guest and employee satisfaction, and maximizes departmental financial performance. It monitors compliance with standards and procedures and supports a property environment focused on motivation, empowerment, teamwork, continuous improvement, and service. The position works with the General Manager to set team expectations, translate goals into guest-tracking and productivity objectives, assess team capabilities, and develop action plans based on satisfaction results. It oversees guest-service recovery, team scheduling, performance and financial reporting, key control, quality audits, and human-resources activities such as interviewing, hiring decisions, and onboarding orientations. The role also performs hourly job functions as needed. Marriott International describes itself as an equal-opportunity employer committed to welcoming all, valuing associates’ diverse backgrounds, and fostering a nondiscriminatory environment. W Hotels describes its mission as “Ignite Curiosity, Expand Worlds” and its service philosophy as “Whatever/Whenever.”

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

Manage rooms-area operations, including Front Office, Engineering/Maintenance, and Housekeeping, and manage staff.
Lead a team in helping meet or exceed property goals.
Translate goals into guest-tracking and productivity objectives and communicate goals and results to employees.
Create a team environment emphasizing motivation, empowerment, teamwork, continuous improvement, and service.
Review employee and guest satisfaction results and develop action plans to address needs and build on strengths.
Work with the General Manager to set clear team expectations and verify that the team has the capabilities to meet them.
Lead by example with self-confidence, energy, and enthusiasm, and help employees understand and exceed guests’ changing needs and expectations.
Follow the property-specific second-effort and recovery plan.
Publish guest satisfaction results in a timely manner, including forms, comment cards, and guest letters.
Address employee concerns proactively and extend professionalism and courtesy to employees.
Meet with staff one-to-one semiannually.
Schedule the team against guest and hours/occupied-room goals.
Monitor compliance with standards and procedures and perform hourly job functions as needed.
Provide excellent, approachable customer service; address guest concerns proactively and respond promptly to customer-service department requests.
Verify that team members meet or exceed hospitality requirements.
Conduct 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 measure productivity and goal achievement and identify cost-reduction or program-improvement needs.
Interview candidates and assist in hiring decisions.
Promote Guarantee of Fair Treatment and Open Door policies.
Verify that new-team-member orientations are thorough and completed promptly.