Rooms operation manager /Executive committe member
Marriott international
Total years of experience :22 years, 3 Months
Ensures 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.
Ensures 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.
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.
Extends professionalism and courtesy to employees at all times.
Assists/teaches the team scheduling against guest and hours/occupied room goals.
Performs hourly job functions as needed.
Provides excellent customer service by being readily available /approachable for all guests.
Takes proactive approaches when dealing with guest concerns.
Extends professionalism and courtesy to guests at all times.
Responds timely to customer service department request.
Ensures all team members meet or exceed all hospitality requirements
• Maintain strong working relationship with Front Office to ensure effective communications for operational issues.
• Ensure guestrooms, public space and employee areas are cleaned according to operating standards.
• Ensure compliance with all housekeeping policies, standards and procedures.
• Initiate and maintain an effective inspection program including rooms, public areas, employee work and locker areas, storage areas, recreation areas, laundry areas, garage and grounds.
• Supervise and approve the budgeting and ordering of guestroom and cleaning supplies.
• Keeps the Housekeeping team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
• Manage department controllable expenses and cost per occupied room to achieve or exceed budgeted goals.
• Respond to and handle guest problems and complaints effectively.
• Incorporate guest satisfaction as a component of departmental meetings with a focus on continuous improvement.
• Communicate expectations, recognize performance, and produce desired business results.
• Ensure property policies are administered fairly and consistently.
• Ensure disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and supports the Peer Review Process.
• Interviews and hires management and hourly employees with the appropriate skills to meet the business needs of the operation.