FLEX OSR Rooms Operations Manager (US & Canada)

About the role

This role supports hotels in all brands across the Marriott International portfolio in the USA and Canada. The leader must have work authorization in both countries and travel is mandatory.

Responsibilities

• Supports the execution of all operations in the rooms area departments (Front Office, Housekeeping).
• Drives adoption of Marriott International initiatives.
• Champions GXP efforts to enhance guest satisfaction scores.
• Champions Marriott’s Commitment to Clean processes and brand standards.
• Supports Marriott Bonvoy Loyalty program and procedures.
• Takes proactive approaches to address associate concerns.
• Extends professionalism and courtesy to guests and associates.
• Communicates and updates goals and results with the team.
• Optimizes scheduling to meet guest satisfaction and departmental P&L objectives.
• Performs hourly job functions as permitted with local work rules.
• Assists with other duties as assigned to meet business needs.

Leading Room Operations Team

• Ensures goals are translated to the team regarding guest tracking and productivity.
• Nurtures a property environment emphasizing motivation, empowerment, teamwork, continuous improvement, and service excellence.
• Understands and addresses associate and guest satisfaction survey results to develop strategic plans.
• Ensures the team has the necessary resources and capabilities to meet leadership and P&L expectations.
• Demonstrates self-confidence, energy, and enthusiasm to lead the team.
• Strives to exceed guests' expectations and provides excellent customer service.

Managing Profitability

• Supports components of Marriott’s Global Audit Program and Global Accountability Program.
• Manages department budget during assignments.
• Reviews financial statements, sales, and activity reports to measure productivity and goal achievement, and identify areas for cost reduction and program improvement.

Managing Activities that Affect the Guest Experience

• Supports the company's expanded brand portfolio and culture.
• Provides excellent customer service by being readily available and approachable to guests.
• Strives to continuously improve guest and associate satisfaction by being proactive.
• Extends professionalism and courtesy to guests.
• Responds promptly to customer service department requests.

Safety & Security

• Verifies the presence of a viable key control program.
• Minimizes controllable losses through proactive training, policy enforcement, and technical expertise in safety.
• Adheres to the traveling manager's LSOPs.

Conducting Human Resources Activities

• Supports property associates and solicits feedback for hotel leadership team.
• Aids Human Resources leadership with interview processes as needed.
• Ensures thorough and timely orientations for new team members.
• Celebrates successes and officially recognizes team member contributions.

Qualifications

• High school diploma or GED; at least 4 years of experience in guest services, front desk, housekeeping, 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 of experience in guest services, front desk, housekeeping, or related professional area and 2 years of hotel leadership experience. Luxury experience preferred.
• Proficient in front and back office systems including Lightspeed, PMS, GXP/Empower, MARSHA, and HotSoS (Opera and FOSSE highly regarded).
• Union or CBA experience preferred.