Director of Rooms - Marriott Executive Apartments Kuala Lumpur

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.