Posting Date Jun 08, 2021 Job Number 21053415 Job Category Rooms & Guest Services Operations Location The Ritz-Carlton Lake Tahoe, 13031 Ritz Carlton Highlands Court, Truckee, California, United States VIEW ON MAP Brand The Ritz-Carlton Schedule Full-Time Relocation? N Position Type Management Located Remotely? N At more than 80 award-winning properties worldwide, The Ritz-Carlton Ladies and Gentlemen create experiences so exceptional that long after a guest stays with us, the experience stays with them. As the premier worldwide provider of luxury experiences, we set the standard for rare and special luxury service the world over. We invite you to explore The Ritz-Carlton. JOB SUMMARY Assists in successfully executing all operations in the rooms area departments (including Front Office, Engineering/Maintenance and Housekeeping) and managing staff. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department. Ensures that standards and procedures are being followed. Assists in leading specific team while meeting or exceeding property goals. CANDIDATE PROFILE Education and Experience • High school diploma or GED; 4 years experience in 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 guest services, front desk, housekeeping, or related professional area. CORE WORK ACTIVITIES Supporting the Management of Rooms Operations Activities • 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 Front Office, Engineering/Maintenance and Housekeeping 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 and complies with loss prevention policies and procedures. Contributing Information to Support Managing to Budget • 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. Ensuring Exceptional Customer Service • 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. • Sets a positive example for guest relations. • Interacts with guests to obtain feedback on product quality and service levels; effectively responds 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. • Observes service behaviors of employees and providing feedback to individuals; continuously strives to improve service performance. • Empowers employees to provide excellent customer service within guidelines. Managing and Conducting Human Resources Activities • Participates in department meetings and continually communicates 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. • Uses all available on the job training tools for employees; supervises 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. • Coaches, counsels and encourages employees. • Interviews and assists in making hiring decisions. • Participates in employee progressive disciplinary procedures as required. • Schedules employees to business demands and for tracks employee time and attendance. • Assists in performing the payroll function. • Oversees daily shift operations and ensures compliance with all policies, standards and procedures. • Drives positive employee engagement by conducting the department feedback sessions and creating action plans to address open concerns. 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.
Experience The Ritz-Carlton, Lake Tahoe and discover the pristine beauty of this breathtaking region. The hotel’s mid-mountain location provides ski-in / ski-out access to Northstar California offering the region’s best winter adventure. When you are ready for a day on the mountain, simply head down to mountain concierge where the ski valets will assist you with your boots and escort you to your skis and poles waiting on the slopes. A plethora of family activities are available in the Village at Northstar accessed from the hotel by an intermountain gondola. A luxurious slope-side spa and a vibrant children's program filled with interactive games, crafts and opportunities to connect with our mountain setting in meaningful ways allows every member of the family to make the most of their Lake Tahoe vacation.Welcome to a mountain retreat unlike any other featuring luxurious accommodations and exceptional service in the heart of Northern California. This North Lake Tahoe resort provides the perfect destination for anything from unforgettable family vacations to romantic weekend getaways. For additional information about our Lake Tahoe vacation resort, please contact a Ritz-Carlton representative at (530) 562-3000. If you are planning your next summer vacation, click here to learn more about the summer experience. The Ritz-Carlton, Lake Tahoe is a Tier 3 property in The Ritz-Carlton Rewards.