Dir-Rooms-B

Role Overview

Director of Rooms at Marriott. This is the strategic business leader position for the property's Rooms department, responsible for planning, developing, implementing and evaluating the quality of the property's rooms.

Role Purpose

Function as the strategic business leader of the Rooms department. Ensure Rooms operations meet brand standards, target customer needs, drive employee satisfaction, grow revenues and maximize financial performance. Develop and implement property-wide strategies that deliver products and services to meet or exceed the needs and expectations of the brand's target customer and employees, and provide a return on investment to the owner and company.

Key Responsibilities

Leading Rooms Team

• Champion the brand's service vision for product and service delivery.
• Communicate a clear and consistent message regarding departmental goals to produce desired results.
• Make and execute the necessary decisions to keep the property moving forward toward achievement of goals.
• Monitor and promote room rates, specials and promotions at the residence.

Managing Profitability

• Analyze service issues and identify trends.
• Work with Rooms team to develop an operational strategy aligned with the brand's business strategy and lead its execution.
• Review and audit expenses.

Managing Revenue Goals

• Monitor Rooms operations sales performance against budget.
• Review reports and financial statements to determine Rooms operations performance against budget.
• Coach and support operations team to effectively manage occupancy and rate, wages and controllable expenses.
• Compare budgeted wages to actual wages, coaching direct reports to address problem areas and holding team accountable for results.

Ensuring and Providing Exceptional Customer Service

• Demonstrate and communicate key drivers of guest satisfaction for the brand's target customer.
• Deliver excellent customer service throughout the customer experience and encourage the same from other employees.
• Review guest feedback with leadership team and ensure appropriate corrective action is taken.
• Coordinate and communicate event details both verbally and in writing to the customer and property operations.
• Create an atmosphere in all Rooms areas that meets or exceeds guest expectations.
• Respond to and handle guest problems and complaints.
• Use personal judgment and expertise to enhance the customer experience.
• Stay available to solve problems or suggest alternatives to previous arrangements.
• Interact with guests to obtain feedback on product quality and service levels.
• Stay visible and interface with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
• Work to continually improve customer service by integrating obtained feedback and personal judgment into action plans.
• Emphasize guest satisfaction during all departmental meetings and focus on continuous improvement.
• Ensure that employees understand expectations and parameters for Room duties.
• Facilitate the development of creative solutions to overcome obstacles and ensure implementation to continually improve guest satisfaction results.

Managing and Conducting Human Resources Activities

• Interview and hire employees.
• Ensure employees are treated fairly and equitably.
• Ensure that regular, ongoing communication is happening in Rooms through pre-shift briefings and staff meetings.
• Foster employee commitment to providing excellent service, participate in daily stand-up meetings and model desired service behaviors in all interactions with guests and employees.
• Incorporate guest satisfaction as a component of staff and operations meetings with an emphasis on generating innovative ways to continually improve results.
• Set goals and expectations for direct reports using the performance review process and hold staff accountable for successful performance.
• Solicit employee feedback, utilize an open door policy and review employee satisfaction results to identify and address employee problems or concerns.
• Ensure property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process.
• Conduct annual performance appraisal with direct reports according to Standard Operating Procedures.
• Champion change, ensure brand and regional business initiatives are implemented and communicate follow-up actions to team as necessary.
• Identify talents of direct reports and their teams, and assist with their growth and development plans.

Qualifications & Experience

• 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major and 4 years of experience in guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.

OR

• 4-year bachelor's degree in Business Administration, Hotel and Restaurant Management, or related major and 2 years of experience in guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.

Additional Information

Marriott International is an equal opportunity employer, committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.