Rooms Operations Manager - Mississauga, Canada - Marriott International, Inc

Marriott International, Inc

Verified Company

Mississauga, Canada

1 week ago

Posted by:

Sophia Lee

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Description

Job Number

Job Category Rooms & Guest Services Operations

Location Canada Regional Office, 2425 Mathewson Blvd. E Suite 100, Mississauga, ONT, Canada

Schedule Full-Time

Located Remotely? N

Relocation? N

Position Type Management

JOB SUMMARY
Assists in managing the execution of all operations in the rooms area departments (e.g. Front Office, Engineering/Maintenance, Housekeeping) and managing staff. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department. Monitors compliance with standards and procedures. Leads 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.

2year 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

Verifies that goals are being translated to the team as they relate to guest tracking and productivity.
Creates and nurtures a property environment that emphasizes motivation, empowerment, teamwork, continuous improvement and a passion for providing service.
Understands employee and guest satisfaction results and developing game plans to attack need areas and expand on the strengths.
Verifies that the team has the capabilities to meet expectations.
Leads by example demonstrating selfconfidence, energy and enthusiasm.
Assists employees in understanding guests' everchanging needs and expectations and exceeding them.

Managing Property Rooms Operations Function(s)

Assists in managing the execution of all operations in the rooms area departments (e.g., Front Office, Engineering/Maintenance, Housekeeping).
Follows property specific second effort and recovery plan.
Publishes all guest satisfaction results in a timely fashion including all guest satisfaction forms, comment cards and guest letters.
Takes proactive approaches when dealing with employee concerns.
Always extends professionalism and courtesy to employees.
Communicates/updates all goals and results with employees.
Meets semiannually with staff on a onetoone basis.
Assists/teaches the team scheduling against guest and hours/occupied room goals.
Performs hourly job functions as needed.
Performs other duties, as assigned, to meet business needs.

Managing and Monitoring Activities that Affect the Guest Experience

Understands the brand's service culture.
Provides excellent customer service by being readily available/approachable for all guests.
Strives to continually improve guest and employee satisfaction.
Takes proactive approaches when dealing with guest concerns.
Extends professionalism and courtesy to guests at all times.
Responds timely to customer service department request.
Verifies that all team members meet or exceed all hospitality requirements.

Managing Profitability

Assists in performing required annual Quality audit with General Manager (GM) & Regional Director (RD).
Verifies 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.
Strives to maximize the financial performance of the department.

Conducting Human Resources Activities

Interviews and assists in making hiring decisions.
Receives hiring recommendations from team supervisors.
Verifies that orientations for new team members are thorough and completed in a timely fashion.
Solicits employee feedback, utilizes an "open door" policy, and reviews employee satisfaction results to identify and address employee problems or concerns.
Verifies property 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, where applicable.
Celebrates successes and publicly recognizes the contributions of team members.

MANAGEMENT COMPETENCIES

Leadership
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Adaptability

Determines how change impacts self and others; displays flexibility in adjusting priorities; and communicates both the reasons for change and how it impacts the workplace.

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Communication:

Customizes approach to conveying complex information and ideas to others in a convincing and engaging manner; appropriately interprets verbal and nonverbal behavior; and models active listening to ensure understanding.

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Problem Solving and Decision Making