FLEX OSR Rooms Operations Manager

About the role

This role supports hotels in all brands across the portfolio in USA and Canada. 100% travel is required. Members of this team will be deployed to temporary assignments of varying durations (based on specific hotel needs).

Responsibilities

• Supports the execution of all operations in the rooms area departments (e.g., Front Office, Housekeeping).
• Drives adoption of all key Marriott International initiatives.
• Champions GXP efforts to drive engagement and guest satisfaction scores.
• Champions Marriott’s Commitment to Clean processes and critical brand standards.
• Provides Marriott Bonvoy Loyalty Subject Matter Expertise with program and procedures.
• Takes proactive approaches when dealing with associate concerns.
• Extends professionalism and courtesy to associates and guests.
• Communicates/updates all goals and results with associates.
• Aids in optimizing scheduling with regards to guest satisfaction and department P&L objectives.
• Performs hourly job functions as permitted with local work rules.
• Performs other duties, as assigned, to meet business needs.

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 associate and guest satisfaction survey results and develops strategic plans to support need areas and expand on the strengths for each.
• Verifies that the team has the resources and capabilities to meet leadership and P&L expectations.
• Leads by example demonstrating self-confidence, energy, and enthusiasm.
• Aids associates in understanding guests’ expectations and strives to exceed them.

Managing and Monitoring Activities that Affect the Guest Experience

• Understands and effectively supports the company’s expanded brand portfolio and culture.
• Provides excellent customer service by being readily available/approachable to all guests.
• Strives to continually improve guest and associate satisfaction by being proactive.
• Always extends professionalism and courtesy to guests.
• Responds timely to customer service department requests.

Managing Profitability

• Assists in supporting components of Marriott’s Global Audit Program and Global Accountability Program.
• Effectively manages to department budget during assignment.
• 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.

Safety & Security

• Verifies that a viable key control program is in place.
• Ensures minimization of controllable losses by proactive training, policy enforcement and technical expertise in the areas of safety.
• Adheres to department’s traveling manager specific LSOPs.

Conducting Human Resources Activities

• Provides support to property associates and solicits feedback to share with hotel leadership team.
• Verifies that orientations for new team members are thorough and completed in a timely fashion.
• Celebrates successes and officially recognizes the contributions of team members.