- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
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Dir-Room Operations 房务总监 - Shenzhen, 中国 - Marriott International
描述
Job NumberJob Category Rooms & Guest Services Operations
Location Shenzhen Marriott Hotel Golden Bay, No 33 Zonglv Road, Shenzhen, Guangdong, China VIEW ON MAP
Schedule Full-Time
Located Remotely? N
Relocation? N
Position 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
CORE WORK ACTIVITIES
Managing Profitability
Managing Revenue Goals
Leading Operations and Department Teams
Managing the Guest Experience
Managing and Conducting Human Resources Activities
We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.
Marriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh-so-familiar all around the globe.
With the name that's synonymous with hospitality the world over, we are proud to welcome you to explore a career with Marriott Hotels.
In joining Marriott Hotels, you join a portfolio of brands with Marriott International.Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.
JW Marriott is part of Marriott International's luxury portfolio and consists of more than 100 beautiful properties in gateway cities and distinctive resort locations around the world.
JW Marriott associates are confident, innovative, genuine, intuitive, and carry on the legacy of the brand's namesake and company founder, J.Willard Marriott.
Our hotels offer a work experience unlike any other, where you'll be part of a community and enjoy true camaraderie with a diverse group of co-workers.
JW creates opportunities for training, development, recognition and most importantly, a place where you can pursue your passions in a luxury environment with a focus on holistic well-being.
Treating guests exceptionally starts with the way we take care of our associates. That's The JW TreatmentTM. In joining JW Marriott, you join a portfolio of brands with Marriott International.Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.
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