Assistant Rooms Operations Manager - Overnight

• High school diploma or GED; 4 years experience in the guest services, front desk, housekeeping, or related professional area.

• 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.

• Opens and closes Front Desk shifts / Housekeeping and ensuring completion of assigned shift checklist and other duties.

• Runs and reviews critical information contained in room operations reports.

• Understands the functions of the Recreation. Laundry, Housekeeping, Bell Staff, AYS, Front Desk and Concierge/Guest Services operations.

• Temporarily supervises all areas of the Room Operations department in the absence of the Room Operations management.

• Operates all department equipment as necessary and reporting malfunctions.

• Ensures employees have the proper supplies and uniforms.

• Understands night audit procedures and being able to comprehend and utilize reports as necessary.

• Understands and complies with loss prevention policies and procedures.

• Supervises same day selling procedures to maximize room revenue and property occupancy.

• Verifies accuracy of room rates to maximize revenue opportunities

• Uses budgets, operating statements and payroll progress reports as needed to assist in the management of the Room Operations.

• Participates in the management of departmental controllable expenses to achieve or exceed budgeted goals.

• Understands the impact of Room Operations on the overall property financial goals and objectives.

• Participates as needed in the investigation of employee and guest accidents.

• Assists in the use of a guest information tracking system to ensure that a successful repeat guest recognition program is in use to recognize guest preferences and

• Sets a positive example for guest relations.

• Interacts with guests to obtain feedback on product quality and service levels; effectively responding to and handles guest problems and complaints seeking assistance from supervisor as necessary.

• Assists in the review of comment cards and guest satisfaction results with employees.

• Provides support for operational functions as necessary.

• Trains staff and monitoring adherence to all relevant policies and procedures.

• Participates in department meetings and continually communicating a clear and consistent message regarding the Room Operations goals to produce desired results.

• Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.

• Helps to train employees in safety procedures and supervises their ability to execute departmental and property emergency procedures.

• Observes service behaviors of employees and providing feedback to individuals; continuously striving to improve service performance.

• Empowers employees to provide excellent customer service within guidelines.

• Participates as needed in the interviewing and hiring of Room operations employee team members with the appropriate skills.

• Uses all available on the job training tools for employees; supervising on-going training initiatives and conducting training when appropriate.

• Communicates performance expectations employees in accordance with job descriptions for each position.

• Participates in the employee performance appraisal process, giving feedback to Room Operations Managers on individual employee performance issues.

• Coaches, counsels and encourages employees.

• Participates in employee progressive disciplinary procedures as required.

• Handles employee questions and concerns.

• Participates in an ongoing employee recognition program.

• Effectively schedules employees to business demands and tracks employee time and attendance.

• Assists in performing the payroll function.

• Oversees daily shift operations and ensures compliance with all policies, standards and procedures.

Marriott