Assistant Operations Manager

2 months ago

Ottawa, Ontario, Canada Marriott International Full time

Job Summary:

The Assistant Room Operations Manager is a key member of the Rooms Operations team, responsible for supporting the day-to-day activities of the department and supervising related areas. This role focuses on ensuring guest satisfaction, achieving operating budget, and maintaining property cleanliness standards.

Candidate Profile:

To be successful in this role, you will need:

  • A high school diploma or equivalent, with 4 years of experience in guest services, front desk, housekeeping, or a related field.
  • Or a 2-year degree in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major, with 2 years of experience in guest services, front desk, housekeeping, or a related field.

Key Responsibilities:

As an Assistant Room Operations Manager, you will be responsible for:

  • Opening and closing Front Desk shifts, ensuring completion of assigned shift checklist and other duties.
  • Running and reviewing critical information contained in room operations reports.
  • Understanding the functions of Recreation, Laundry, Housekeeping, Bell Staff, AYS, Front Desk, and Concierge/Guest Services operations.
  • Temporarily supervising all areas of the Room Operations department in the absence of the Room Operations management.
  • Operating all department equipment as necessary and reporting malfunctions.
  • Ensuring employees have the proper supplies and uniforms.
  • Understanding night audit procedures and being able to comprehend and utilize reports as necessary.
  • Understanding and complying with loss prevention policies and procedures.

Contributing to Budget Management:

You will be responsible for:

  • Supervising same-day selling procedures to maximize room revenue and property occupancy.
  • Verifying accuracy of room rates to maximize revenue opportunities.
  • Using budgets, operating statements, and payroll progress reports as needed to assist in the management of the Room Operations.
  • Participating in the management of departmental controllable expenses to achieve or exceed budgeted goals.
  • Understanding the impact of Room Operations on the overall property financial goals and objectives.

Providing Excellent Guest Experience:

You will be responsible for:

  • Participating as needed in the investigation of employee and guest accidents.
  • Assisting 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 and
  • Setting a positive example for guest relations.
  • Interacting with guests to obtain feedback on product quality and service levels; effectively responding to and handling guest problems and complaints seeking assistance from supervisor as necessary.
  • Assisting in the review of comment cards and guest satisfaction results with employees.

Managing Human Resources:

You will be responsible for:

  • Providing support for operational functions as necessary.
  • Training staff and monitoring adherence to all relevant policies and procedures.
  • Participating in department meetings and continually communicating a clear and consistent message regarding the Room Operations goals to produce desired results.
  • Supervising staffing levels to ensure that guest service, operational needs, and financial objectives are met.
  • Helping to train employees in safety procedures and supervising their ability to execute departmental and property emergency procedures.
  • Observing service behaviors of employees and providing feedback to individuals; continuously striving to improve service performance.
  • Empowering employees to provide excellent customer service within guidelines.
  • Participating as needed in the interviewing and hiring of Room operations employee team members with the appropriate skills.
  • Using all available on-the-job training tools for employees; supervising ongoing training initiatives and conducting training when appropriate.
  • Communicating performance expectations to employees in accordance with job descriptions for each position.
  • Participating in the employee performance appraisal process, giving feedback to Room Operations Managers on individual employee performance issues.
  • Coaching, counseling, and encouraging employees.
  • Participating in employee progressive disciplinary procedures as required.
  • Handling employee questions and concerns.
  • Participating in an ongoing employee recognition program.
  • Effectively scheduling employees to business demands and tracking employee time and attendance.
  • Assisting in performing the payroll function.
  • Overseeing daily shift operations and ensuring compliance with all policies, standards, and procedures.

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