搜索建议:

外企
远程办公
remote
香港
accounting
legal counsel
marketing
兼职
实习
finance
国外工作
sustainability
采购
澳門
Shanghai
香港
顺德区
上海市
澳門
葵青區
北京市
四川省
福建省
饶平县
Wenzhou
申请

EAM-Rooms-A

Marriott International
中国
全职
2周前

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.

• Review all out-of-order rooms daily with respective departments to determine most current status and estimated date for return to room inventory.

 

Managing Profitability and Revenue Goals

• 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 (e.g., departmental/divisional profits, payroll expenses, rooms’ expenses, cost per occupied room, previous day’s occupancy and room revenues).

• Conducts weekly meetings with divisional managers and review all information pertinent to the week’s business.

• Prepares monthly, quarterly and yearly Rooms Division financial forecasts.

• Prepares annual capital expenditures report.

• 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.

• Monitor and handle guest complaints by following the instant pacification procedures and ensuring guest satisfaction.

• Anticipate sold-out situations/and know how many rooms are overbooked. Assist in locating alternative accommodations for guests and assist in “walking” guests, following hotel policies and procedures. Follow-up the next day to ensure that guests are welcomed back to the hotel in accordance with hotel policies and procedures.

• Review resumes for arriving groups; follow up with all departments to ensure preparations are made for arrivals.

 

Managing and Conducting Human Resources Activities

• Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.

• 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.

保存 申请
举报职位
其他职位推荐:

Room Attendant

Marriott International
澳門, 澳門
万豪国际集团致力于成为提倡机会均等的雇主,欢迎所有求职者加入,并为其提供平等的就业机会。我们不懈努力营造工作环境,重视并赞美员工的独特背景。我们员工的文化、才能和经验相互融合共同作用,这正是我们最大的优势。我们承诺不会基于任何受保护特征而歧视他人,这类特征包括...
1天前

Attendant-Uniformed room

Marriott International
澳門, 澳門
万豪国际集团致力于成为提倡机会均等的雇主,欢迎所有求职者加入,并为其提供平等的就业机会。我们不懈努力营造工作环境,重视并赞美员工的独特背景。我们员工的文化、才能和经验相互融合共同作用,这正是我们最大的优势。我们承诺不会基于任何受保护特征而歧视他人,这类特征包括...
1天前

Room Attendant-Langham Place,Xiamen

Great Eagle Group
中国
Langham Hospitality Group (LHG) is a global hotel company with properties located in major cities and four continents under The...
1周前

Rooms Secretary 房务部秘书

Marriott International
Zhuhai, 广东省
Respond promptly to requests from guests and other departments Identify and report preventative or other maintenance issues in...
2周前

Asst. Director of Rooms 助理房务总监

Marriott International
Xiamen, 福建省
As a member of the Executive Committee, develops and implements property-wide strategies that deliver products and services to...
1周前

In Room Dining Captain - CY (万怡)送餐部领班

Marriott International
Guangzhou City, 广东省
Communicate service needs to chefs and stewards throughout functions Inspect the cleanliness and presentation of all china, glass,...
2周前

Room Attendant 客房服务员

Marriott International
Shenzhen, 广东省
Our Guest Environment Experts are skilled in a wide range of housekeeping functions with responsibility for maintaining the...
3周前

In Room Dining Supervisor 送餐主管

Marriott International
Haikou City, 海南省
Ensure staff is working together as a team to ensure optimum service and that guest needs are met Monitor dining rooms for seating...
3周前

In Room Dining Captain - WS 威斯汀送餐部领班

Marriott International
Guangzhou City, 广东省
Complete closing duties, including storing all reusable goods, breaking down goods, cleaning all equipment and areas, returning...
3周前

In Room Dinning Waiter/Waitress

Marriott International
Hangzhou City, 浙江省
Complete closing duties, including storing all reusable goods, breaking down goods, cleaning all equipment and areas, returning...
3周前