Rooms Operations Manager - London Marriott Hotel County Hall

Additional Information
Job Number26136071
Job CategoryRooms & Guest Services Operations
LocationLondon County Hall, Westminster Bridge Road, London Londo SE1 7PB, United Kingdom
ScheduleFull Time
Located Remotely?N
Position Type Management
Pay Range: GBP 60,000 Annual salary

JOB SUMMARY

Functions as the strategic business leader of the property Rooms department (Front Office, Guest Relations and Housekeeping (although outsourced- liaison for day-to-day operations), Leisure Club and Security. Responsible for planning, developing, implementing and evaluating the quality of property’s rooms. Position works with direct reports to develop and implement departmental strategies and ensures implementation of the brand service strategy and brand initiatives. The position ensures Rooms operations and Leisure Club operations meet the brand’s standards, targets customer needs, ensures employee satisfaction, focuses on growing revenues and maximizes the financial performance of the departments. Develops and implements property-wide strategies that deliver products and services to meet or exceed the needs and expectations of the brand’s target customer and employees and provides a return on investment to the owner and company.

CANDIDATE PROFILE

Education and Experience

• 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; 4 years experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.

OR

• 4-year bachelor’s degree in Business Administration, Hotel and Restaurant Management, or related major; 2 years experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.

CORE WORK ACTIVITIES

Leading Rooms Team

• Champions the brand’s service vision for product and service delivery.
• Communicates a clear and consistent message regarding departmental goals to produce desired results.
• Makes and executes the necessary decisions to keep property moving forward toward achievement of goals.
• Monitors and promotes room rates, specials, and promotions at the residence.
• 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.
• Analyzes P&L statements, develops operating budgets, forecasting and capital expenditure planning.
• Utilizes budgets to understand financial objectives balancing costs with employee/guests satisfaction and quality.
• Attends to and prioritizes activities happening at the property (which may involve simultaneous activities).

Maintaining Front of House Goals

• Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
• Develops specific goals and plans to prioritize, organize, and accomplish your work.
• Keeps front of house team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
• Handles complaints, settles disputes, and resolves grievances and conflicts, or otherwise negotiates with others.
• Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.
• Ensures that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results.
• Understands the impact of department’s operations on the overall property financial goals and objectives and manages to achieve or exceed goals.
• Maintains knowledge of room availability and rates and suggestively sells.
• Reviews previous night’s no-shows and ensures appropriate billing.
• Reviews the arrival report for accuracy and completeness. Checks printed registration cards against information on arrival report; rectifies any deficiencies with respective personnel.
• Maintains complete knowledge of property features and services, including hours of operations, hotel restaurant concepts, menu price range, dress code and ambience, hotel room types, numbers, hotel top repeat guests, rate programs, packages and scheduled daily events and activities.

Managing Leisure Department Operations and Budgets

• Develops and coordinates all Leisure Club …