Mgr-Rooms Operations II

Job Number ‎22160038
Job Category Rooms & Guest Services Operations
Location Jabal Omar Marriott Hotel Makkah, Umm Al Qura, Makkah, Saudi
Arabia, Saudi Arabia VIEW ON MAP
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Management

JOB SUMMARY

Assists in managing the execution of all operations in the rooms area
departments (e.g.,Front Office, Engineering/Maintenance, Housekeeping) and
managing staff. Strives to continually improve guest and employee satisfaction
and maximize the financial performance of the department. Monitors compliance
with standards and procedures. Leads specific team while assisting with
meeting or exceeding property goals.

CANDIDATE PROFILE

Education and Experience
* 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.

CORE WORK ACTIVITIES

Leading Room Operations Team
* Verifies that goals are being translated to the team as they relate to guest tracking and productivity.
* 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 developing game plans to attack need areas and expand on the strengths.
* 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.

Managing Property Rooms Operations Function(s)
* Assists in managing the execution of all operations in the rooms area departments (e.g., Front Office, Engineering/Maintenance, Housekeeping).
* 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.
* Assists/teaches the team scheduling against guest and hours/occupied room goals.
* Performs hourly job functions as needed.
* Performs other duties, as assigned, to meet business needs.

Managing and Monitoring Activities that Affect the Guest Experience
* Understands the brand's service culture.
* Provides excellent customer service by being readily available/approachable for all guests.
* Strives to continually improve guest and employee satisfaction.
* 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 that all team members meet or exceed all hospitality requirements.

Managing Profitability
* Assists in performing 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.
* Strives to maximize the financial performance of the department.

Conducting Human Resources Activities
* Interviews and assists in making hiring decisions.
* Receives hiring recommendations from team supervisors.
* Verifies that orientations for new team members are thorough and completed in a timely fashion.
* Solicits employee feedback, utilizes an "open door" policy, and reviews employee satisfaction results to identify and address employee problems or concerns.
* Verifies property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process, where applicable.
* Celebrates successes and publicly recognizes the contributions of team members.

Marriott International is an equal opportunity employer. We believe in hiring
a diverse workforce and sustaining an inclusive, people-first culture. We are
committed to non-discrimination on any protected basis, such as disability and
veteran status, or any other basis covered under applicable law.

Marriott International portfolio of brands includes both JW Marriott and
Marriott Hotels.

Marriott Hotels , Marriott International's flagship brand with more than
‎500 global locations, is advancing the art of hosting so that our guests can
travel brilliantly. As a host with Marriott Hotels, you will help keep this
promise by delivering premium choices, sophisticated style, and well-crafted
details. With your skills and imagination, together we will innovate and
reinvent the future of travel.

JW Marriott is part of Marriott International's luxury portfolio and
consists of more than ‎80 beautiful properties in gateway cities and
distinctive resort locations around the world. JW believes our associates come
first. Because if you're happy, our guests will be happy. It's as simple as
that. Our hotels offer a work experience unlike any other, where you'll be
part of a community and enjoy a true camaraderie with a diverse group of co-
workers. JW creates opportunities for training, development, recognition and
most importantly, a place where you can really pursue your passions in a
luxury environment. Treating guests exceptionally starts with the way we take
care of our associates. That's The JW Treatment™.