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Senior Rooms Operations Manager-Front Office

Posted May 14, 2022

Marriott St. Louis Grand
St. Louis, MO
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About This Job

Job Summary

  • Front Office

Manages 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.
  • Manages the execution of all operations in the rooms area departments (e.g., Front Office, Engineering/Maintenance, Housekeeping) and manages staff.
  • Leads specific team while assisting with meeting or exceeding property goals.
  • 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 developis action plans to attack needed areas and expand on strengths.
  • Sets clear expectations, with the General Manager, for the team.
  • 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)

  • 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.
  • Schedules the team against guest and hours/occupied room goals.
  • Monitors compliance with standards and procedures.
  • Performs hourly job functions as needed.

Providing Exceptional Customer Service

  • Provides excellent customer service by being readily available/approachable for all guests.
  • Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department.
  • 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 all team members meet or exceed all hospitality requirements.

Managing Profitability

  • Performs 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.

Conducting Human Resources Activities

  • Interviews and assists in making hiring decisions.
  • Promotes both Guarantee of Fair Treatment and Open Door policies.
  • Verifies that orientations for new team members are thorough and completed in a timely fashion.
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.
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About this Employer

Marriott St. Louis Grand

800 Washington Avenue
St. Louis, MO 63101

(314) 621-9600

917 Room Hotel

www.marriott.com

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Our Hotel

A redesign earned us recognition from Marriott International in 2016 and made our hotel a destination for discerning travelers. Located downtown, the Marriott St. Louis Grand retains the charm of its historical building while offering a stylish stay. The touch of transformation is introduced in the Greatroom, a place to connect with free Wi-Fi or over hand-crafted cocktails. It’s also home to Zenia Bar & Grille, offering microbrews alongside chef-crafted cuisine. When you’re on the go, 8th Street Pantry is the place for snacks and beverages. Reimagined guest rooms offer simplicity with platform beds, multi-use surfaces, expandable closets, locally inspired art and spa-like bathrooms. A light-filled fitness center features the latest equipment. Across from the convention center, our St. Louis hotel offers over 55,000 square feet of meeting and event space, including one of the city’s largest ballrooms with room for 2,500 guests. We’re also near attractions including the Gateway Arch and Busch Stadium.