FLEX OSR Senior Rooms Operations Manager

Job Summary

This role supports hotels in all brands across the portfolio in USA and Canada. 100% travel is required. Members of this team are deployed to temporary assignments of varying durations based on specific hotel needs. The Senior Rooms Operation Manager is an experienced multi-discipline leader who can quickly adapt to varying environments and complexities in leading the execution of all operations including managing hourly staff and managers in the rooms area departments.

Candidate Profile

• Education and Experience:
  • High school diploma or GED; 4 years Management experience in the 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 Management experience in the guest services, front desk, housekeeping, or related professional area.
• Skills:
  • Must be proficient in front and back office systems including Lightspeed, PMS, GXP/Empower, MARSHA, and HotSoS (Opera and FOSSE, and StayPMS highly preferred).
  • Union or CBA experience preferred.
  • Experience in both Front Office and Housekeeping leadership required.

CORE WORK ACTIVITIES

Leading Room Operations Team

• Verifies that goals are being translated to the team as they relate to guest tracking and productivity.
• Manages the execution of all operations in the rooms area departments (e.g., Front Office, Engineering/Maintenance, Housekeeping) and manages staff.
• Leads specific team while assisting with meeting or exceeding property goals.
• 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 develops action plans to attack needed areas and expand on strengths.
• Sets clear expectations, with the General Manager, for the team.
• Verifies that the team has the capabilities to meet expectations.
• Leads by example demonstrating self-confidence, energy and enthusiasm.

Managing Property Rooms Operations Function(s)

• Leads the execution of all operations in the rooms area departments
• 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.
• Extends professionalism and courtesy to employees at all times.
• Communicates/updates all goals and results with employees.
• Leads 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.
• Schedules the team against guest and hours/occupied room goals.
• Maintains compliance with standards and procedures.
• Performs hourly job functions as needed.

Providing Exceptional Customer Service

• Provides excellent customer service by being readily available/approachable for all guests.
• Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department.
• Takes proactive approaches when dealing with guest concerns.
• Responds timely to customer service department requests.
• Verifies all team members meet or exceed all hospitality requirements.

Managing Profitability

• Aids properties in preparing for the required annual Quality audit with General Manager (GM).
• Verifies that a viable key control program is in place.
• 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.
• Able to lead P&L discussions for monthly financial meetings.

Conducting Human Resources Activities

• Supports 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.
• Leads and coaches property rooms leaders and associates as applicable.