Assistant Director of Rooms Job at Marriott Bonvoy

Job Description

Assists in successfully planning, developing, implementing, and evaluating of the quality of property’s rooms. The position ensures Rooms Operations meet the brand’s standards and targets customer needs. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department. Ensures that standards and procedures are being followed. Assists in leading specific team while meeting or exceeding property goals.

Job Responsibility

Assists in successfully planning, developing, implementing, and evaluating of the quality of property’s rooms
Ensures Rooms Operations meet the brand’s standards and targets customer needs
Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department
Ensures that standards and procedures are being followed
Assists in leading specific team while meeting or exceeding property goals
Champions the brand’s service vision for product and service delivery
Monitors and promotes room rates, specials, and promotions at the residence
Runs and reviews critical information contained in room operations reports
Understands the functions of the Front Office, Engineering/Maintenance and Housekeeping operations
Temporarily supervises all areas of the Room Operations department in the absence of the Room Operations management
Operates all department equipment as necessary and reporting malfunctions
Ensures employees have the proper supplies and uniforms
Understands and complies with loss prevention policies and procedures
Verifies accuracy of room rates to maximize revenue opportunities
Uses budgets, operating statements and payroll progress reports as needed to assist in the management of the Room Operations
Participates in the management of departmental controllable expenses to achieve or exceed budgeted goals
Understands the impact of Room Operations on the overall property financial goals and objectives
Participates as needed in the investigation of employee and guest accidents
Assists in the use of a guest information tracking system to ensure that a successful repeat guest recognition program is in use to recognize guest preferences
Sets a positive example for guest relations
Interacts with guests to obtain feedback on product quality and service levels
effectively responds to and handles guest problems and complaints seeking assistance from supervisor as necessary
Assists in the review of comment cards and guest satisfaction results with employees
Observes service behaviors of employees and providing feedback to individuals
continuously strives to improve service performance
Delivers excellent customer service throughout the customer experience and encourages the same from other employees
Empowers employees to provide excellent customer service within guidelines
Creates an atmosphere in all Rooms areas that meets or exceeds guest expectations
Responds to and handles guest problems and complaints
Uses personal judgment and expertise to enhance the customer experience
Interacts with guests to obtain feedback on product quality and service levels
Participates in department meetings and continually communicates a clear and consistent message regarding the Room Operations goals to produce desired results
Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met
Uses all available on the job training tools for employees
supervises on-going training initiatives and conducting training when appropriate
Communicates performance expectations to employees in accordance with job descriptions for each position
Participates in the employee performance appraisal process
Coaches, counsels and encourages employees
Interviews and assists in making hiring decisions
Participates in employee progressive disciplinary procedures as required
Schedules employees to business demands and for tracks employee time and attendance
Assists in performing the payroll function
Oversees daily shift operations and ensures compliance with all policies, standards and procedures
Drives positive employee engagement by conducting the department feedback sessions and creating action plans to address open concerns

Requirements

High school diploma or GED
4 years 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 experience in guest services, front desk, housekeeping, or related professional area

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Assistant Director of Rooms

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