Description
JOB SUMMARY
Responsible for successfully executing all operations in two departments (Front Office and Housekeeping) and managing staff. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department. Ensures that standards and procedures are being followed. Leads specific team while assisting with meeting or exceeding property goals.
CANDIDATE PROFILE
Education and Experience
High school diploma or GED; 4 years 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 experience in the guest services front desk housekeeping or related professional area.
CORE WORK ACTIVITIES
Providing for and Managing the Guest Experience
Provides excellent customer service by being readily available/approachable for all guests.
Extends professionalism and courtesy to guests at all times.
Assists employees in understanding guests ever-changing needs and expectations and exceeds them.
Ensures that all employees team leaders (if applicable) and manager(s) understand the brand service culture.
Responds timely to customer service department request.
Supporting Safety Standards and Work Procedures
Implements property emergency plan.
Provides a safe working environment in compliance with OSHA/MSDS.
Implements and sustains property accident prevention programs.
Ensures a viable key control program is in place.
Follows property specific second effort and recovery plan.
Managing Property Operations and Department Budgets
Reviews financial statements sales and activity reports and other performance data to measure productivity goal achievement and to determine areas in need of cost reduction and program improvement.
Assists/teaches the team scheduling (using Scheduling Tool) against guest and hours/occupied room goals.
Ensures barriers to achieving goals are being discussed and resolved by the team.
Extends professionalism and courtesy to employees at all times.
Ensures that the team has the capabilities to meet expectations.
Ensures that goals are being translated to the team as they relate to guest tracking and productivity.
Leads by example and demonstrates self-confidence energy and enthusiasm.
Conducting Human Resources Activities
Ensures that staffing levels are appropriate to exceed guest expectations.
Promotes both Guarantee of Fair Treatment and Open Door policies.
Maintains current licenses and permits as prescribed by local state and federal agencies.
Publishes all guest satisfaction results in a timely fashion including all guest satisfaction forms comment cards and guest letters.
Solicits feedback for continuous improvement.
Ensures training plans are in place and being executed.
Ensures all team members meet or exceed all hospitality requirements.
Ensures Continuous Improvement Meetings (CIMS) are taking place weekly in each department.
Creates and nurtures a property environment that emphasizes motivation empowerment teamwork continuous improvement and a passion for providing service.
Provides support for operations functions as appropriate
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 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.
Required Experience:
Junior IC
Employment Type : Full-Time
Experience: years
Vacancy: 1
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