Director of Room Operations
Company: Marriott International, Inc.
Location: Kansas City
Posted on: September 21, 2023
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Job Description:
Additional Information Oversees two hotels (Sheraton & Westin) -
Room OperationsJob Number 23167413Job Category Rooms & Guest
Services OperationsLocation The Westin Kansas City at Crown Center,
1 E Pershing Rd, Kansas City, Missouri, United States Schedule
Full-TimeLocated Remotely? NRelocation? YPosition Type Management
JOB SUMMARY Functions as the strategic business leader of the
property's Rooms Operations. Areas of responsibility include Front
Office, , Recreation/Health Club and Housekeeping. Position works
with direct reports (department heads) to develop and implement
departmental strategies and ensures implementation of the brand
service strategy and brand initiatives. The position ensures Rooms
Operations meet the brand's standards, targets customer needs,
ensures associate satisfaction, focuses on growing revenues and
maximizes the financial performance of the department. As a member
of the Executive Committee, develops and implements property-wide
strategies that deliver products and services to meet or exceed the
needs and expectations of the brand's target customer and
associates and provides a return on investment to the owner and
Marriott International. CANDIDATE PROFILE Education and Experience
--- 2-year degree from an accredited university in Business
Administration, Hotel and Restaurant Management, or related major;
4 years experience in the guest services, front desk, housekeeping,
sales and marketing, management operations, or related professional
area. OR --- 4-year bachelor's degree in Business Administration,
Hotel and Restaurant Management, or related major; 2 years
experience in the guest services, front desk, housekeeping, sales
and marketing, management operations, or related professional area.
CORE WORK ACTIVITIES Managing Profitability --- Demonstrates and
communicates key drivers of guest satisfaction for the brand's
target customer. --- Analyzes service issues and identifies trends.
--- Makes and executes the necessary decisions to keep property
moving forward toward achievement of goals. --- Works with Rooms
management team to develop an operational strategy that is aligned
with the brand's business strategy and leads its execution.
Managing Revenue Goals --- Monitors Rooms operations sales
performance against budget. --- Reviews reports and financial
statements to determine Rooms operations performance against
budget. --- Coaches and supports operations team to effectively
manage occupancy & rate, wages and controllable expenses. ---
Reviews the Wage Progress Report and compares budgeted wages to
actual wages, coaching direct reports to address problem areas and
holding team accountable for results. Leading Operations and
Department Teams --- Champions the brand's service vision for
product and service delivery and ensures alignment amongst the
Rooms leadership teams. --- Develops systems to enable associates
to understand guest satisfaction results. --- Communicates a clear
and consistent message regarding departmental goals to produce
desired results. Managing the Guest Experience --- Reviews guest
feedback with leadership team and ensures appropriate corrective
action is taken. --- Responds to and handles guest problems and
complaints. --- Stays visible and interfaces with customers on a
regular basis to obtain feedback on quality of product, service
levels and overall satisfaction. --- Creates an atmosphere in all
Rooms and Food and Beverage areas that meets or exceeds guest
expectations. Managing and Conducting Human Resources Activities
--- Facilitates the development of creative solutions to overcome
obstacles and ensures implementation to continually improve guest
satisfaction results. --- Ensures associates are treated fairly and
equitably. --- Ensures that regular, ongoing communication is
happening in Rooms (e.g., pre-shift briefings, staff meetings). ---
Fosters associate commitment to providing excellent service,
participates in daily stand-up meetings and models desired service
behaviors in all interactions with guests and associates. ---
Incorporates guest satisfaction as a component of staff/operations
meetings with an emphasis on generating innovative ways to
continually improve results. --- Sets goals and expectations for
direct reports using the performance review process and holds staff
accountable for successful performance. --- Solicits associate
feedback, utilizes an "open door policy" and reviews associate
satisfaction results to identify and address associate problems or
concerns. --- Ensures property policies are administered fairly and
consistently, disciplinary procedures and documentation are
completed according to Standard and Local Operating Procedures
(SOPs and LSOPs) and supports the Peer Review Process. --- Conducts
annual performance appraisal with direct reports according to
Standard Operating Procedures. --- Champions change, ensures brand
and regional business initiatives are implemented and communicates
follow-up actions to team as necessary. Marriott International is
an equal opportunity employer.We believe in hiring a diverse
workforce and sustaining an inclusive, people-first culture.We are
committed to non-discrimination onanyprotectedbasis, such as
disability and veteran status, or any other basis covered under
applicable law. Marriott International considers for employment
qualified applicants with criminal histories consistent with
applicable federal, state and local law.At Westin, we are committed
to empowering guests to regain control and enhance their well-being
when they need it most while traveling, ensuring they can be the
best version of themselves. To achieve the brand mission of
becoming the preeminent wellness brand in hospitality, we need
passionate and engaged associates to bring the brand's unique
programming to life. We want our associates to embrace their own
well-being practices both on and off property. You are the ideal
Westin candidate if you are passionate; you are active and take
pride in how you maintain your well-being; you are optimistic; you
are adventurous. Be where you can do your best work, beginyour
purpose,belongto an amazing globalteam, andbecomethe best version
of you.
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Keywords: Marriott International, Inc., Kansas City , Director of Room Operations, Executive , Kansas City, Kansas
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