Senior Manager, Rooms

Additional Information: This hotel is owned and operated by an independent franchisee Hill Top Hospitality. The franchisee is a separate company and a separate employer from Marriott International Inc. The franchisee solely controls all aspects of the hotels employment policies and practices including hiring firing discipline staffing compensation benefits and all other terms and conditions of employment. If you accept a position at this hotel you will be employed by a franchisee and not by Marriott International Inc.

• 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.

• Verifies that goals are being translated to the team as they relate to guest tracking and productivity.
• Manages the execution of all operations in the rooms area departments (e.g. Front Office Engineering/Maintenance Housekeeping) and manages staff.
• Leads specific team while assisting with meeting or exceeding property goals.
• Creates and nurtures a property environment that emphasizes motivation empowerment teamwork continuous improvement and a passion for providing service.
• Understands employee and guest satisfaction results and develops action plans to attack needed areas and expand on strengths.
• Sets clear expectations with the General Manager for the team.
• Verifies that the team has the capabilities to meet expectations.
• Leads by example demonstrating self-confidence energy and enthusiasm.
• Assists employees in understanding guests ever-changing needs and expectations and exceeding them.

• Follows property specific second effort and recovery plan.
• Publishes all guest satisfaction results in a timely fashion including all guest satisfaction forms comment cards and guest letters.
• Takes proactive approaches when dealing with employee concerns.
• Extends professionalism and courtesy to employees at all times.
• Communicates/updates all goals and results with employees.
• Meets semiannually with staff on a one-to-one basis.
• Schedules the team against guest and hours/occupied room goals.
• Monitors compliance with standards and procedures.
• Performs hourly job functions as needed.

• Provides excellent customer service by being readily available/approachable for all guests.
• Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department.
• Takes proactive approaches when dealing with guest concerns.
• Extends professionalism and courtesy to guests at all times.
• Responds timely to customer service department request.
• Verifies all team members meet or exceed all hospitality requirements.

• Performs required annual Quality audit with General Manager (GM) & Regional Director (RD).
• Verifies that a viable key control program is in place.
• 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.

• Interviews and assists in making hiring decisions.
• Promotes both Guarantee of Fair Treatment and Open Door policies.
• Verifies that orientations for new team members are thorough and completed in a timely fashion.

This company is an equal opportunity employer.

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