Senior Rooms Operations Manager

1 week ago

Burnaby, British Columbia, Canada Marriott International Full time
Manage Rooms Operations and Lead Team to Deliver Exceptional Guest Experience and Maximize Financial Performance in a Fast-Paced Hotel Environment. Job Description: Job Number: Job Category: Rooms & Guest Services Operations Schedule: Full-Time Located Remotely? N Position Type: Management Job Summary: Manage the execution of all operations in the rooms area departments (e.g., Front Office, Engineering/Maintenance, Housekeeping) and managing staff. Strive to continually improve guest and employee satisfaction and maximize the financial performance of the department. Monitor compliance with standards and procedures. Lead specific team while assisting with meeting or exceeding property goals. Candidate Profile: Education and Experience • High school diploma or GED; 4 years experience in the guest services, front desk, housekeeping, or related professional area. • 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. Core Work Activities: • Leading Room Operations Team • Verify that goals are being translated to the team as they relate to guest tracking and productivity. • Manage the execution of all operations in the rooms area departments (e.g., Front Office, Engineering/Maintenance, Housekeeping) and manages staff. • Lead specific team while assisting with meeting or exceeding property goals. • 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 action plans to attack needed areas and expand on strengths. • Set clear expectations, with the General Manager, for the team. • 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. • Managing Property Rooms Operations Function(s) • 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/updates all goals and results with employees. • Meet semiannually with staff on a one-to-one basis. • Schedules the team against guest and hours/occupied room goals. • Monitor compliance with standards and procedures. • Performs hourly job functions as needed. • Providing Exceptional Customer Service • Provide excellent customer service by being readily available/approachable for all guests. • Strive to continually improve guest and employee satisfaction and maximize the financial performance of the department. • 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 all team members meet or exceed all hospitality requirements. • Managing Profitability • Performs required annual Quality audit with General Manager (GM) & Regional Director (RD). • Verify that a viable key control program is in place. • Reviews 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. • Conducting Human Resources Activities • Interviews and assists in making hiring decisions. • Promotes both Guarantee of Fair Treatment and Open Door policies. • Verify that orientations for new team members are thorough and completed in a timely fashion. About Delta Hotels: Delta Hotels provide a seamless travel experience that has been thoughtfully designed with the essential needs of the modern frequent traveler in mind. We flawlessly deliver the key essentials guests need and we work hard to eliminate everything they don't. At Delta Hotels by Marriott, we are always warm, wise and in control so our guests can focus on what's most important. With a strong presence in Canada, the United Kingdom, and the United States, Delta Hotels by Marriott is rapidly expanding across markets all around the world. If you enjoy delivering purposeful service and focusing on the details that matter, we invite you to explore jobs at Delta Hotels by Marriott. In joining Delta Hotels, 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.

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