Rooms & Guest Services Operations
Baltimore Marriott Waterfront, 700 Aliceanna Street, Baltimore, Maryland, United States VIEW ON MAP
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.
Education And Experience 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.
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.
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. Marriott International considers for employment qualified applicants with criminal histories consistent with applicable federal, state and local law.
Marriott International portfolio of brands includes both JW Marriott and Marriott Hotels.
, Marriott International’s flagship brand with more than 500 global locations, is advancing the art of hosting so that our guests can travel brilliantly. As a host with Marriott Hotels, you will help keep this promise by delivering premium choices, sophisticated style, and well-crafted details. With your skills and imagination, together we will innovate and reinvent the future of travel.
is part of Marriott International's luxury portfolio and consists of more than 80 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you’re happy, our guests will be happy. It’s as simple as that. Our hotels offer a work experience unlike any other, where you’ll be part of a community and enjoy a true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can really pursue your passions in a luxury environment. Treating guests exceptionally starts with the way we take care of our associates. That’s The JW Treatment™.