Rooms Operations Manager - London Marriott Hotel County Hall

JOB SUMMARY

Functions as the strategic business leader of the property Rooms department (Front Office, Guest Relations and Housekeeping (although outsourced- liaison for day-to-day operations), Leisure Club and Security.  Responsible for planning, developing, implementing and evaluating the quality of property’s rooms.  Position works with direct reports to develop and implement departmental strategies and ensures implementation of the brand service strategy and brand initiatives.  The position ensures Rooms operations and Leisure Club operations meet the brand’s standards, targets customer needs, ensures employee satisfaction, focuses on growing revenues and maximizes the financial performance of the departments. 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 employees and provides a return on investment to the owner and company.

 

CANDIDATE PROFILE 

 

Education and Experience

• 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.

OR

• 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.

 

CORE WORK ACTIVITIES

 

Leading Rooms Team

• Champions the brand’s service vision for product and service delivery.
• Communicates a clear and consistent message regarding departmental goals to produce desired results.
• Makes and executes the necessary decisions to keep property moving forward toward achievement of goals.
• Monitors and promotes room rates, specials, and promotions at the residence. 
• 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.
• Analyzes P&L statements, develops operating budgets, forecasting and capital expenditure planning.
• Utilizes budgets to understand financial objectives balancing costs with employee/guests satisfaction and quality.

• Attends to and prioritizes activities happening at the property (which may involve simultaneous activities).

   

Maintaining Front of House Goals

• Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
• Develops specific goals and plans to prioritize, organize, and accomplish your work.
• Keeps front of house team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
• Handles complaints, settles disputes, and resolves grievances and conflicts, or otherwise negotiates with others.
• Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.
• Ensures that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results.
• Understands the impact of department’s operations on the overall property financial goals and objectives and manages to achieve or exceed goals.
• Maintains knowledge of room availability and rates and suggestively sells.
• Reviews previous night's no-shows and ensures appropriate billing.
• Reviews the arrival report for accuracy and completeness.  Checks printed registration cards against information on arrival report; rectifies any deficiencies with respective personnel.
• Maintains complete knowledge of property features and services, including hours of operations, hotel restaurant concepts, menu price range, dress code and ambience, hotel room types, numbers, hotel top repeat guests, rate programs, packages and scheduled daily events and activities.

 

Managing Leisure Department Operations and Budgets

• Develops and coordinates all Leisure Club activities.
• 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.
• Analyzes P&L statements, develops operating budgets, forecasting and capital expenditure planning.
• Utilizes budgets to understand financial objectives balancing costs with employee/guests satisfaction and quality.
• Attends to and prioritizes activities happening at the property (which may involve simultaneous activities).
• Conducts inspections and coordinates with vendors and property Housekeeping and Engineering departments on needed repairs. 
• Ensures inspection logs are kept up to date.
• Builds and manages relationship with appropriate vendors responsible for providing any service to a Resort Operations function. 
• Understands employee satisfaction and guest satisfaction results and develops game plans to attack need areas and expand on the strengths.
• Ensures effective departmental communication and information systems through logs, department meetings and property meetings.
• Ensures that goals are being translated to the team as they relate to guest tracking and productivity

Managing Security/Loss Prevention Operations

• Assists in the development and implementation of emergency procedures.
• Conducts investigation of all losses of property assets and refers to proper management for disposition.
• Deploys security staff to effectively monitor and protect property assets.
• Comply with all Corporate Loss Prevention safety and security management guidelines and procedures.
• Conduct periodic patrols of entire property and parking areas.
• Recognize success across areas of responsibility.
• Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
• Identifies and makes recommendations for minimizing physical hazards and unsafe work practices.
• Implements action plans to monitor and control risk.
• Maintains required reports and documentation regarding patrols of property and parking areas.
• Provides means for obtaining necessary medical attention on a timely basis.
• Attends pre- and post-convention and weekly forecast meetings to understand group needs and gather critical information to communicate to Loss Prevention officers.
• Celebrates successes by publicly recognizing the contributions of team members.
• Communicates the importance of safety procedures, detailing procedure codes, ensuring employee understanding of safety codes, monitoring processes and procedures related to safety.
• Encourages and builds mutual trust, respect, and cooperation among team members.
• Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
• Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.
• Provides personal assistance, medical attention, emotional support, or other personal care to others such as coworkers, customers, or patients.
• Serves as a role model to demonstrate appropriate behaviors.
• Solicits employee feedback, utilizes an "open door" policy and reviews employee satisfaction results to identify and address employee problems or concerns.
• Strives to improve service performance.
• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.

Managing Profitability

• Analyzes service issues and identifies trends.
• Works with Rooms team to develop an operational strategy that is aligned with the brand’s business strategy and leads its execution.
• Reviews and audits expenses.

Managing Revenue Goals

• 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 and rate, wages and controllable expenses.
• Compares budgeted wages to actual wages, coaching direct reports to address problem areas and holding team accountable for results.

Ensuring and Providing Exceptional Customer Service

• Demonstrates and communicates key drivers of guest satisfaction for the brand’s target customer.
• Delivers excellent customer service throughout the customer experience and encourages the same from other employees.
• Reviews guest feedback with leadership team and ensures appropriate corrective action is taken.
• Coordinates and communicates event details both verbally and in writing to the customer and property operations.
• 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.
• Stays available to solve problems and/or suggest alternatives to previous arrangements.
• Interacts with guests to obtain feedback on product quality and service levels.
• Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
• Works to continually improve customer service by integrating obtained feedback and personal judgment into action plans.
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
• Ensures that employees understand expectations and parameters for Room duties.
• Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.

 

Managing Projects and Policies

• Implements the customer recognition/service program, communicating and ensuring the process.
• Supervises same day selling procedures to maximize room revenue and control property occupancy.
• Supervises daily shift operations and ensures compliance with all policies, standards and procedures.

• 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 support the Peer Review Process.

   

Additional Responsibilities 

• Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
• Analyzes information and evaluating results to choose the best solution and solve problems.
• Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.

Participates in departmental meetings and continually communicates a clear and consistent message regarding the front of house goals to produce desired results

 

Managing and Conducting Human Resources Activities

• Interviews and hires employees.
• Ensures employees are treated fairly and equitably.
• Ensures that regular, ongoing communication is happening in Rooms (e.g., pre-shift briefings, staff meetings).
• Fosters employee commitment to providing excellent service, participates in daily stand-up meetings and models desired service behaviors in all interactions with guests and employees.
• 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 employee feedback, utilizes an “open door policy” and reviews employee satisfaction results to identify and address employee 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.
• Identifies talents of direct reports and their teams, and assists with their growth and development plans. 

 

 

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.