Director of Rooms Operations (m/f/x)

Additional Information

Job Number26065772

Job CategoryRooms \& Guest Services Operations

Location16 Place de la Gare, Luxembourg, Luxembourg, Luxembourg, 1616

ScheduleFull Time

Located Remotely?N

Position Type Management

JOB SUMMARY

Functions as the strategic business leader of the property's Rooms department. 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 meet the brand’s standards, targets customer needs, ensures employee satisfaction, focuses on growing revenues and maximizes the financial performance of the department. 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.

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 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.*

Les établissements Marriott Hotels s'efforcent d'élever l'art de l'hôtellerie en innovant dès qu'ils le peuvent tout en préservant le confort propre à ce qui nous est familier partout dans le monde. En tant que collaborateur ou collaboratrice Marriott Hotels, vous nous aiderez à tenir notre promesse, celle d'une hôtellerie de qualité, toujours (« Wonderful Hospitality. Always »), en offrant un service attentionné, sincère et novateur qui respecte et développe ce patrimoine vivant. Avec notre nom synonyme d'hôtellerie partout dans le monde, nous vous accueillons avec fierté pour découvrir les possibilités de carrière chez Marriott Hotels. En rejoignant Marriott Hotels, vous intégrerez le portefeuille d'enseignes de Marriott International. Rejoignez une entreprise qui vous donne la possibilité de donner le meilleur de vous\-même, de trouver un sens à votre vie professionnelle, de faire partie d'une équipe internationale d'exception et de devenir la meilleure version de vous\-même.

JW Marriott fait partie du portefeuille d'établissements de luxe de Marriott International et se compose de plus de 100 superbes établissements situés dans les villes portes d'accès à leur région et dans les plus beaux sites de villégiature partout dans le monde. Pour JW, nos collaborateurs et collaboratrices passent en premier. Parce que si vous vous sentez bien, notre clientèle le sera aussi. Les collaborateurs et collaboratrices JW Marriott sont des personnes assurées, innovantes, authentiques et intuitives qui poursuivent l'héritage laissé par le fondateur de l'entreprise J. Willard Marriott, à qui l'enseigne doit son nom. Nos hôtels offrent une expérience de travail unique, où vous ferez partie d'une communauté et vivrez une véritable camaraderie avec un groupe de collègues varié. JW offre des opportunités de formation, de développement et de reconnaissance et, plus important encore, un endroit où nourrir vos passions dans un environnement luxueux qui met l'accent sur un bien\-être holistique. Traiter notre clientèle de façon exceptionnelle, c'est d'abord prendre soin de nos collaborateurs et collaboratrices. C'est ce que nous appelons The JW Treatment™. En rejoignant JW Marriott, vous intégrerez le portefeuille d'enseignes de Marriott International. Rejoignez une entreprise qui vous donne la possibilité de donner le meilleur de vous\-même, de trouver un sens à votre vie professionnelle, de faire partie d'une équipe internationale d'exception et de devenir la meilleure version de vous\-même.

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