JOB SUMMARY


Assists in successfully executing all operations in the rooms area departments (including Front Office, Engineering/Maintenance and Housekeeping) and managing staff. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department. Ensures that standards and procedures are being followed. Assists in leading specific team while meeting or exceeding property goals.


CANDIDATE PROFILE


Education and Experience

• High school diploma or GED; 4 years experience in 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 guest services, front desk, housekeeping, or related professional area.

CORE WORK ACTIVITIES


Supporting the Management of Rooms Operations Activities

• Opens and closes Front Desk shifts / Housekeeping and ensuring completion of assigned shift checklist and other duties.

• Runs and reviews critical information contained in room operations reports.

• Understands the functions of the Front Office, Engineering/Maintenance and Housekeeping operations.

• Temporarily supervises all areas of the Room Operations department in the absence of the Room Operations management.

• Operates all department equipment as necessary and reporting malfunctions.

• Ensures employees have the proper supplies and uniforms.

• Understands and complies with loss prevention policies and procedures.

Contributing Information to Support Managing to Budget

• Verifies accuracy of room rates to maximize revenue opportunities.

• Uses budgets, operating statements and payroll progress reports as needed to assist in the management of the Room Operations.

• Participates in the management of departmental controllable expenses to achieve or exceed budgeted goals.

• Understands the impact of Room Operations on the overall property financial goals and objectives.

Ensuring Exceptional Customer Service

• Participates as needed in the investigation of employee and guest accidents.

• Assists in the use of a guest information tracking system to ensure that a successful repeat guest recognition program is in use to recognize guest preferences.

• Sets a positive example for guest relations.

• Interacts with guests to obtain feedback on product quality and service levels; effectively responds to and handles guest problems and complaints seeking assistance from supervisor as necessary.

• Assists in the review of comment cards and guest satisfaction results with employees.

• Observes service behaviors of employees and providing feedback to individuals; continuously strives to improve service performance.

• Empowers employees to provide excellent customer service within guidelines.

Managing and Conducting Human Resources Activities

• Participates in department meetings and continually communicates a clear and consistent message regarding the Room Operations goals to produce desired results.

• Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.

• Uses all available on the job training tools for employees; supervises on-going training initiatives and conducting training when appropriate.

• Communicates performance expectations employees in accordance with job descriptions for each position.

• Participates in the employee performance appraisal process.

• Coaches, counsels and encourages employees.

• Interviews and assists in making hiring decisions.

• Participates in employee progressive disciplinary procedures as required.

• Schedules employees to business demands and for tracks employee time and attendance.

• Assists in performing the payroll function.

• Oversees daily shift operations and ensures compliance with all policies, standards and procedures.

• Drives positive employee engagement by conducting the department feedback sessions and creating action plans to address open concerns.

The salary range for this position is $99,000 to $127,000 annually. Marriott offers a bonus program, comprehensive health care benefits, 401(k) plan with up to 5% company match, employee stock purchase plan at 15% discount, accrued paid time off (including sick leave where applicable), life insurance, group disability insurance, travel discounts, adoption assistance, paid parental leave, health savings account (except for positions based out of or performed in Hawaii), flexible spending accounts, tuition assistance, pre-tax commuter benefits, other life and work wellness benefits, and may include other incentives such as stock awards and deferred compensation plans. Benefits and incentive compensation may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions.

The compensation and benefits information is provided as of the date of this posting. Marriott reserves the right to modify compensation and benefits at any time, with or without notice, subject to applicable law.

Every day, we set the standard for rare and special luxury service the world over and pride ourselves on delivering excellence in the care and comfort of our guests.

Your role will be to ensure that the “Gold Standards” of The Ritz-Carlton are delivered graciously and thoughtfully every day. The Gold Standards are the foundation of The Ritz-Carlton and are what guides us each day to be better than the next. It is this foundation and our belief that our culture drives success by which The Ritz Carlton has earned the reputation as a global brand leader in luxury hospitality. As part of our team, you will learn and exemplify the Gold Standards, such as our Employee Promise, Credo and our Service Values. And our promise to you is that we offer the chance to be proud of the work you do and who you work with.

In joining The Ritz-Carlton, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.