Rooms Operations Manager Chicago (In-Market OSR) - Marriott Inte (Bethesda, MD)

Rooms Operations Manager Chicago (In-Market OSR) - Marriott Inte

Here s To Your Journey with Marriott Hotels Resorts Suites Marriott International is the world s largest hotel company with more brands more hotels and more opportunities for associates to grow and succeed. We believe a great career is a journey of discovery and exploration. So we ask where will your journey take you The Marriott International HQ located at 10400 Fernwood Road Bethesda MD 20817 is currently hiring a Rooms Operations Manager Chicago (In-Market OSR). Rooms Operations Manager Chicago (In-Market OSR) Responsibilities include Members of the Operations Support Resources team will be deployed to temporary assignments of varying durations (based on specific hotel needs) as directed by CLS Leadership. This job is designed to fill the gaps in the operations of our hotels as identified by leadership. This job will require members of the team to travel extensively however relocation is not expected. The time in position requirement will follow the standard company policies. Performance will be evaluated after each assignment via an appraisal from the General Manager Department Head of the hotel where the assignment occurred. Operations Support Resources associates are expected to demonstrate professional demeanor and behavior always as the associate represents the Continent Lodging Services organization of the Americas. Hotel operations management generalist position that manages Front Desk (including Bell Door Staff Switchboard AYS DTS Valet Parking Garage and Concierge Guest Services as applicable) and Rooms (including Front Office Engineering Maintenance Housekeeping Recreation and Laundry as applicable) operations. Understands brand standards and operations requirements for performance in each of the discipline areas. Coordinates labor scheduling and leads shifts across each discipline area depending on property need. Directs and works with associates to carry out guest arrival and departure procedures. Accountable for supporting compliance with brand standards and legal obligations. Leads shift teams to provide consistent high quality service. Coordinates and leads daily stand-up meetings. Communicates performance expectations and trains staff in processes. Assists more senior managers in completion of financial and administrative duties. Strives to continually improve guest and associate satisfaction and maximize financial performance. CORE WORK ACTIVITIES Managing Rooms Operations Functions associated with Front Desk Housekeeping and Guest Services Leads daily Front Desk Housekeeping and Guest Services shift operations and ensures compliance with all policies standards and procedures. Utilizes interpersonal and communication skills to lead influence and encourage others advocates sound financial business decision making demonstrates honesty integrity. Creates and nurtures a hotel environment that emphasizes motivation empowerment teamwork continuous improvement and a passion for providing service. Leads by example demonstrating appropriate behaviors self-confidence energy and enthusiasm. Manages day-to-day operations ensuring the quality standards and meeting the expectations of the customers on a daily basis. Understands associate positions well enough to perform duties in associates absence. Encourages and builds mutual trust respect and cooperation among team members. Ensures knowledge and understanding of OSHA regulations are up to date. Participates in departmental meetings and continually communicates a clear and consistent message regarding the Front Desk Housekeeping and Guest Services goals to produce desired results. Understands Associate and Guest Satisfaction results and developing game plans to attack need areas and expand on the strengths. Reviews staffing levels to ensure that guest service operational needs and financial objectives are met. Oversees all lost and found procedures. Oversees pre-arrival planning process to effectively deliver against guest preferences maximize use of room inventories and drive incremental revenue Executing Against Department Performance and Budgetary Goals Understands the impact of department s operations on the overall hotel financial goals and objectives and manages to achieve or exceed goals. Ensures guest room status is communicated to the Front Desk in a timely and efficient manner. Supervises an effective inspection program for service iterations all guestrooms and public space. Inspects guestrooms daily. Obtains list of rooms to be cleaned immediately and list of prospective check-outs or discharges to prepare work assignments. Inventories stock to ensure adequate supplies. Supports and supervises an effective inspection program for all guestrooms and public space. Ensures all associates have proper supplies equipment and uniforms. Uses budgets operating statements and payroll progress reports as needed to manage Room Operations. Ensuring Exceptional Customer Service Understands the functions of the Recreation Laundry Housekeeping Bell Staff AYS Front Desk and Concierge Guest Services operations. Ensures that all Front Desk Housekeeping and Guest Services areas have an atmosphere that is conducive to the overall guest experience. Improves service by communicating and assisting individuals to understand guest needs providing guidance feedback and individual coaching when needed. Displays leadership in guest hospitality exemplifies excellent customer service and creates a positive atmosphere for guest relations. Responds to and handles guest problems and complaints. Proactively interacts with customers to obtain feedback on quality of product service levels and overall satisfaction. Identifies trends in guest issues for resolution. Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement. Assists associates in understanding guests ever-changing needs and expectations and exceeding them. Empowers associates to provide excellent customer service. Publishes and reviews comment cards guest satisfaction results and other data to identify areas of improvement. Schedules and supervise staff to ensure prompt friendly and attentive service. Supervises AYS DTS agents and runners to ensure prompt and complete resolution of guest calls and requests. Managing Projects and Policies Ensures compliance with all Front Desk Housekeeping and Guest Services policies standards and procedures. Ensures hotel 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. Implements the customer recognition service program communicating and ensuring the process. Trains staff and monitors adherence to all credit policies and procedures to reduce bad debts and rebates. Supervises same day selling procedures to maximize room revenue and control hotel occupancy. Ensures hotel 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. Managing Profitability Performs required annual Quality audit with GM & Regional leadership. Ensures 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. Oversees the financial aspects of the department including purchasing and payment of invoices. CANDIDATE PROFILE Education and Experience High school diploma or GED 4 years experience in the guest services front desk housekeeping management operations 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 management operations or related professional area. Technical Knowledge and Skills Demonstrated on the Job (preferred but not required upon entry) FSPMS LightSpeed At the Helm Foundations of Cleanliness GXP Certifications Earned on the Job (preferred but not required upon entry) No certifications Management Competencies Leadership Professional Demeanor - Exhibiting behavioral styles that convey confidence and command respect from others making a good first impression and representing Marriott in alignment with its values. Problem Solving and Decision Making - Identifying and understanding issues problems and opportunities obtaining and comparing information from different sources to draw conclusions develop and evaluate alternatives and solutions solve problems and choose a course of action. Adaptability - Maintaining performance level under pressure or when experiencing changes or challenges in the workplace. Managing Execution Driving for Results - Setting high standards of performance for self and or others assuming responsibility for work objectives initiating focusing and monitoring the efforts of self and or others toward the accomplishment goals proactively taking action and going beyond what is required Building and Contributing to Teams - Leading and participating as a member of a team to move toward the completion of common goals while fostering cohesion and collaboration among team members. To apply now go to s jobs.marriott.com marriott jobs 19000CRJ %3Flang en-us Marriott International is consistently recognized as an employer of choice globally by FORTUNE magazine DiversityInc and Great Places to Work Institute among others. Visit www.marriott.com careers to learn more about our workplace culture and career opportunities. Chat engage and follow us on social media.FacebookTwitterLinkedInInstagram(at)lif eatmarriott on Snapchat So we ask where will your journey take you Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability veteran status or any other basis protected under federal state or local laws.