FLEX OSR Rooms Operations Manager, In-Market; San Francisco

Position: FLEX OSR Rooms Operations Manager, In-Market (San Francisco)
Job Description

This is a temporary position. The role reports to the OSR team.

JOB SUMMARY

This role prefers the leader to reside in the San Francisco Bay area and will primarily support hotels throughout the San Francisco Bay area based on business demands. This role is not tied to a single home work location (i.e. specific property or office), and the leader may be assigned to support other markets in the US and Canada as operational needs arise, and travel could be required.

Members of this team will be deployed to temporary assignments of varying durations (based on specific hotel needs). This job is designed to "fill the gaps" in the operations of our hotels as identified by leadership.

The Rooms Operation Manager is an experienced multi-discipline leader who can quickly adapt to varying environments and complexities in managing the execution of all operations including managing staff in the rooms area departments (e.g., all areas of Front Office, AYS, Bell Stand, Valet, Concierge and Club Lounge and all areas of Housekeeping Operations). Assignments will be focused on, but not limited, to the rooms discipline.

Understands brand standards and operations requirements for performance in each of the discipline areas. Coordinates labor scheduling and leads shifts across each discipline area depending on property need. Directs and works with associates to carry out guest arrival and departure procedures. Accountable for supporting compliance with brand standards, tone, and voice as well as legal obligations. Leads shift teams to provide consistent, high quality service.

Coordinates and leads daily stand-up meetings. Communicates performance expectations and trains staff in processes. Strives to continually improve guest, associate satisfaction, and maximize financial performance.

Performance will be evaluated after each assignment based on feedback from the Assignment Initiator. Rooms Operations Managers are expected to demonstrate professional behavior and appearance, in accordance with brand voice for the assignment.

CANDIDATE PROFILE

Education and Experience

• High school diploma or GED; at least 4 years of 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 of experience in the guest services, front desk, housekeeping, or related professional area and 2 years hotel leadership experience. Luxury experience preferred.

• Must be proficient in front and back office systems including Lightspeed, PMS, GXP/Empower, MARSHA and HotSoS (Opera and FOSSE highly regarded).

• Union or CBA experience preferred.

REQUIREMENTS

• Candidate must reside in designated market.

CORE WORK ACTIVITIES

Managing Property Rooms Operations Function(s)

• Assists in managing the execution of all operations in the rooms area departments (e.g., Front Office, Housekeeping).
• Drives adoption of all key Marriott International initiatives.
• Champions GXP efforts to drive engagement and guest satisfaction scores.
• Champions Marriott's Commitment to Clean processes and critical brand standards.
• Provides Marriott Bonvoy Loyalty Subject Matter Expertise with program and procedures.
• Takes proactive approaches when dealing with associate concerns.
• Extends professionalism and courtesy to associates and guests.
• Communicates/updates all goals and results with associates.
• Assists/develops the team to optimize scheduling with regards to guest satisfaction and department P&L objectives.
• Performs hourly job functions as permitted with local work rules.
• Performs other duties, as assigned, to meet business needs.

Leading Room Operations Team

• Verifies 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 associate and guest satisfaction survey results and develops strategic plans to support need areas and expand on the strengths for each.
• Verifies that the team has the resources and capabilities…