FLEX OSR Rooms Operations Manager

JOB SUMMARY

This role will support 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). This job is designed to "fill the gaps" in the operations of our hotels as identified by leadership.

The Rooms Operation Manager is an experienced multi-discipline leader who can quickly adapt to varying environments and complexities in managing the execution of all operations including managing staff in the rooms area departments (e.g., all areas of Front Office, AYS, Bell Stand, Valet, Concierge and Club Lounge and all areas of Housekeeping Operations). Assignments will be focused on, but not limited, to the rooms discipline. Understands brand standards and operations requirements for performance in each of the discipline areas. Coordinates labor scheduling and leads shifts across each discipline area depending on property need. Directs and works with associates to carry out guest arrival and departure procedures. Accountable for supporting compliance with brand standards, tone, and voice as well as legal obligations. Leads shift teams to provide consistent, high quality service. Coordinates and leads daily stand-up meetings. Communicates performance expectations and trains staff in processes. Strives to continually improve guest, associate satisfaction, and maximize financial performance.

Performance will be evaluated after each assignment based on feedback from the Assignment Initiator. Rooms Operations Managers are expected to demonstrate professional behavior and appearance, in accordance with brand voice for the assignment.

CANDIDATE PROFILE

Education and Experience

• 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 the guest services, front desk, housekeeping, or related professional area and 2 years hotel leadership experience. Luxury experience preferred.

• 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 Front Office and Housekeeping leadership preferred.

CORE WORK ACTIVITIES

Managing Property Rooms Operations Function(s)

• Assists in managing 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.
• Assists/develops the team to optimize 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.
• Assists 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.

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates.  We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

All locations offer 401(k) plan, stock purchase plan, discounts at Marriott properties, commuter benefits, employee assistance plan, and childcare discounts. Benefits are subject to terms and conditions, which may include rules regarding eligibility, enrollment, waiting period, contribution, benefit limits, election changes, benefit exclusions, and others. Click here to learn more.

Full-time positions also offer coverage for medical, dental, vision, health care flexible spending account, dependent care flexible spending account, life insurance, disability insurance, accident insurance, adoption expense reimbursements, and paid parental leave.

Washington Applicants Only: Employees will accrue paid sick leave, 0.0384 PTO balance for every hour worked and be eligible to receive minimum of 9 holidays annually.

Marriott HQ is committed to a hybrid work environment that enables associates to Be connected. Headquarters-based positions are considered hybrid, for candidates within a commuting distance to Bethesda, MD; candidates outside of commuting distance to Bethesda, MD will be considered for Remote positions.

Marriott International is the world’s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. Be where you can do your best work,​ begin your purpose, belong to an amazing global​ team, and become the best version of you.