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Strategic Rooms Operations Leader

1 month ago

Hangzhou, Zhejiang, China Marriott International Full time

Company Overview

Marriott International is a leading hospitality company with a commitment to excellence and innovation.

Salary:$90,000 - $110,000 per year (dependent on location and experience)

Job Description:

Resident Manager-C

Main Responsibilities:

The Resident Manager-C will oversee the strategic business leadership of rooms operations, acting as General Manager in their absence. They will be responsible for managing Front Office, Retail/Gift Shops, Recreation/Fitness Center, Housekeeping, and Security/Loss Prevention areas.

The position will develop and implement departmental strategies, ensuring the execution of the brand service strategy and initiatives. It will ensure that rooms operations meet the brand's target customer needs, drive employee satisfaction, grow revenues, and maximize financial performance.

Candidate Profile

Education and Experience:

A 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or a related major, combined with 4 years of experience in guest services, front desk, housekeeping, sales and marketing, management operations, or a related field.

OR

A 4-year bachelor's degree in Business Administration, Hotel and Restaurant Management, or a related major, combined with 2 years of experience in guest services, front desk, housekeeping, sales and marketing, management operations, or a related field.

Main Activities:

Managing Property Operations:

  • Working with Rooms management team to develop an operational strategy aligned with the brand's business strategy and lead its execution.
  • Reviewing comment cards, guest satisfaction results, and other data to identify areas of improvement.
  • Evaluating if Operations Team is meeting service needs and provides feedback to operations team.
  • Participating in public space walk-throughs with Engineering and Housekeeping to ensure guest rooms, public space, and back-of-house areas are well maintained and preventative maintenance processes are in place.
  • Touring building on a regular basis speaking with employees and guests to understand business needs and assess operational opportunities.
  • Reviewing findings from comment cards and guest satisfaction results with leadership team and ensures appropriate corrective action is taken.
  • Working with team to put sustainable work processes and systems in place that support the execution of the strategy.
  • Reviewing reports and financial statements to determine Rooms operations performance against budget.
  • Communicating a clear and consistent message regarding departmental goals to produce desired results.

Leading Operations Teams:

  • Ensuring employees are treated fairly and equitably.
  • Celebrating successes and publicly recognizing the contributions of team members.
  • Fostering employee commitment to providing excellent service, participating in daily stand-up meetings, and modeling desired service behaviors in all interactions with guests and employees.
  • Making and executing necessary decisions to keep property moving forward toward achievement of goals.

Managing Relationships with Property Stakeholders:

  • Attending owners' meetings and providing meaning or context to the rooms operational and financial results.
  • Establishing relationships with owners as a business partnership and supporting the relationship between the General Manager and the owner.

Managing Profitability:

  • Couching and supporting operations team to effectively manage occupancy & rate, wages, and controllable expenses.
  • Working with direct reports to determine areas of concern and establish ways to improve the departments' financial performance.
  • Leading cost containment efforts within Rooms operations, including organizational restructuring when necessary.
  • Focusing on maintaining profit margins without compromising guest or employee satisfaction.
  • Identifying key drivers of business success and keeping Rooms leadership focused on the critical few to achieve results.

Managing the Guest Experience:

  • Creating an atmosphere in all Rooms and Food and Beverage areas that meets or exceeds guest expectations.
  • Championing the brand's service vision for product and service delivery and ensuring alignment amongst the Rooms leadership teams.
  • Ensuring core elements of the service strategy are in place to produce the desired results.
  • Establishing and maintaining open, collaborative relationships with direct reports and entire Rooms operations team. Ensures direct reports do the same for their team.
  • Interfacing with customers on a regular basis to obtain feedback on quality of product, service levels, and overall satisfaction.