FLEX OSR Rooms Operations Manager, In-Market (San Francisco)

This is a temporary position.

JOB SUMMARY

This role prefers the leader to reside in the San Francisco Bay area and will support hotels throughout the San Francisco Bay area based on business demands. This role is not tied to a single home work location (i.e. specific property or office) and the leader may be assigned to support other markets in the US and Canada as operational needs arise and travel could be required.

Members of this team will be deployed to temporary assignments of varying durations (based on specific hotel needs). This job is designed to fill the gaps in the operations of our hotels as identified by leadership.

The Rooms Operation Manager is an experienced multi-discipline leader who can quickly adapt to varying environments and complexities in managing the execution of all operations including managing staff in the rooms area departments (e.g. all areas of Front Office AYS Bell Stand Valet Concierge and Club Lounge and all areas of Housekeeping Operations). Assignments will be focused on but not limited to the rooms discipline. Understands brand standards and operations requirements for performance in each of the discipline areas. Coordinates labor scheduling and leads shifts across each discipline area depending on property need. Directs and works with associates to carry out guest arrival and departure procedures. Accountable for supporting compliance with brand standards tone and voice as well as legal obligations. Leads shift teams to provide consistent high quality service. Coordinates and leads daily stand-up meetings. Communicates performance expectations and trains staff in processes. Strives to continually improve guest associate satisfaction and maximize financial performance.

Performance will be evaluated after each assignment based on feedback from the Assignment Initiator. Rooms Operations Managers are expected to demonstrate professional behavior and appearance in accordance with brand voice for the assignment.

CANDIDATE PROFILE

Education and Experience

• High school diploma or GED; at least 4 years of 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 of experience in the guest services front desk housekeeping or related professional area and 2 years hotel leadership experience. Luxury experience preferred.

• Must be proficient in front and back office systems including Lightspeed PMS GXP/Empower MARSHA and HotSoS (Opera and FOSSE highly regarded).

• Union or CBA experience preferred.

REQUIREMENTS

• Candidate must reside in designated market.

CORE WORK ACTIVITIES

Managing Property Rooms Operations Function(s)

• Assists in managing the execution of all operations in the rooms area departments (e.g. Front Office Housekeeping).
• Drives adoption of all key Marriott International initiatives.
• Champions GXP efforts to drive engagement and guest satisfaction scores.
• Champions Marriotts Commitment to Clean processes and critical brand standards.
• Provides Marriott Bonvoy Loyalty Subject Matter Expertise with program and procedures.
• Takes proactive approaches when dealing with associate concerns.
• Extends professionalism and courtesy to associates and guests.
• Communicates/updates all goals and results with associates.
• Assists/develops the team to optimize scheduling with regards to guest satisfaction and department P&L objectives.
• Performs hourly job functions as permitted with local work rules.
• Performs other duties as assigned to meet business needs.

Leading Room Operations Team

• Verifies that goals are being translated to the team as they relate to guest tracking and productivity.
• Creates and nurtures a property environment that emphasizes motivation empowerment teamwork continuous improvement and a passion for providing service.
• Understands associate and guest satisfaction survey results and develops strategic plans to support need areas and expand on the strengths for each.
• Verifies that the team has the resources and capabilities to meet leadership and P&L expectations.
• Leads by example demonstrating self-confidence energy and enthusiasm.
• Assists associates in understanding guests expectations and strives to exceed them.

Managing and Monitoring Activities that Affect the Guest Experience

• Understands and effectively supports the companys expanded brand portfolio and culture.
• Provides excellent customer service by being readily available/approachable to all guests.
• Strives to continually improve guest and associate satisfaction by being proactive.
• Always extends professionalism and courtesy to guests.
• Responds timely to customer service department requests.

Managing Profitability

• Assists in supporting components of Marriotts Global Audit Program and Global Accountability Program
• Effectively manages to department budget during assignment.
• 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.

Safety & Security

• Verifies that a viable key control program is in place.
• Ensures minimization of controllable losses by proactive training policy enforcement and technical expertise in the areas of safety.
• Adheres to departments traveling manager specific LSOPs.

Conducting Human Resources Activities

• Provides support to property associates and solicits feedback to share with hotel leadership team.
• Verifies that orientations for new team members are thorough and completed in a timely fashion.
• Celebrates successes and officially recognizes the contributions of team members.

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 are committed to non-discrimination on any protected basis including disability veteran status or other basis protected by applicable law.