Director of Room Operations
Negotiable
Experience
1-3 years
Job Type
Full Time
Location
Singapore, Singapore
JOB SUMMARY
Functions as the strategic business leader of the property's Rooms
Operations. Areas of responsibility include Front Office, Recreation/Health Club
and Housekeeping. Position works with direct reports (department heads)
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 associate
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 associates and provides a return
on investment to the owner and Marriott International.
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
Managing Profitability
•
Demonstrates and communicates key drivers of guest satisfaction for the brand’s
target customer.
• Analyzes service issues and identifies trends.
• Makes and executes the necessary decisions to keep property moving forward
toward achievement of goals.
• Works with Rooms management team
to develop an operational strategy that is aligned with the brand’s business
strategy and leads its execution.
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 & rate, wages and controllable
expenses.
• Reviews the Wage Progress Report and compares budgeted wages
to actual wages, coaching direct reports to address problem areas and holding
team accountable for results.
Leading Operations and Department
Teams
• Champions the brand’s service vision for product
and service delivery and ensures alignment amongst the Rooms leadership
teams.
• Develops systems to enable associates to understand guest
satisfaction results.
• Communicates a clear and consistent message
regarding departmental goals to produce desired results.
Managing
the Guest Experience
• Reviews guest feedback with leadership
team and ensures appropriate corrective action is taken.
• Responds
to and handles guest problems and complaints.
• Stays visible
and interfaces with customers on a regular basis to obtain feedback on quality
of product, service levels and overall satisfaction.
• Creates
an atmosphere in all Rooms and Food and Beverage areas that meets or exceeds
guest expectations.
Managing and Conducting Human Resources
Activities
• Facilitates the development of creative solutions
to overcome obstacles and ensures implementation to continually improve guest
satisfaction results.
• Ensures associates are treated fairly
and equitably.
• Ensures that regular, ongoing communication is happening
in Rooms (e.g., pre-shift briefings, staff meetings).
• Fosters associate
commitment to providing excellent service, participates in daily stand-up
meetings and models desired service behaviors in all interactions with guests
and associates.
• 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 associate feedback, utilizes
an “open door policy” and reviews associate satisfaction results to identify
and address associate 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.
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.
Marriott Hotels strive to elevate the art
of hospitality, innovating at every opportunity while keeping the comfort of
the oh-so-familiar all around the globe. As a host with Marriott Hotels,
you will help keep the promise of “Wonderful Hospitality. Always.” by delivering
thoughtful, heartfelt, forward-thinking service that upholds and builds upon
this living legacy.
With the name that’s synonymous with hospitality the world over, we are proud
to welcome you to explore a career with Marriott Hotels. In joining Marriott
Hotels, you join a portfolio of brands with Marriott International. Be
where you can do your best work, begin your purpose, belong to
an amazing global team, and become the best version of you.
