Director of Rooms at Marriott International Full Time

Marriott International is currently looking for a director of rooms for immediate employment. Interested persons are expected to apply. Kindly go through the full details of this position below:

Job Title: Director of Rooms

Job Number: 22192965
Location: Lagos Marriott Hotel Ikeja, 122 Joel Ogunnaike Street, Lagos
Schedule: Full-Time
Job Category: Rooms & Guest Services Operations
Position Type: Management

Job Summary

• Functions as the strategic business leader of the property’s Rooms department. 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 meet the brand’s standards, targets customer needs, ensures employee satisfaction, focuses on growing revenues and maximizes the financial performance of the department.
• 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.

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.

Managing Profitability:

• Analyzes service issues and identifies trends.
• Works with Rooms team to develop an operational strategy that is aligned with the brand’s business strategy and leads its execution.
• Reviews and audits expenses.

Managing Revenue Goals:

• Monitors Rooms operations sales performance against budget.
• Reviews reports and financial statements to determine Rooms operations performance against budget.
• Coaches and supports operations team to effectively manage occupancy and rate, wages and controllable expenses.
• Compares budgeted wages to actual wages, coaching direct reports to address problem areas and holding team accountable for results.

Ensuring and Providing Exceptional Customer Service:

• Demonstrates and communicates key drivers of guest satisfaction for the brand’s target customer.
• Delivers excellent customer service throughout the customer experience and encourages the same from other employees.
• Reviews guest feedback with leadership team and ensures appropriate corrective action is taken.
• Coordinates and communicates event details both verbally and in writing to the customer and property operations.
• Creates an atmosphere in all Rooms areas that meets or exceeds guest expectations.
• Responds to and handles guest problems and complaints.
• Uses personal judgment and expertise to enhance the customer experience.
• Stays available to solve problems and/or suggest alternatives to previous arrangements.
• Interacts with guests to obtain feedback on product quality and service levels.
• Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
• Works to continually improve customer service by integrating obtained feedback and personal judgment into action plans.
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
• Ensures that employees understand expectations and parameters for Room duties.
• Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.

Managing and Conducting Human Resources Activities:

• Interviews and hires employees.
• Ensures employees are treated fairly and equitably.
• Ensures that regular, ongoing communication is happening in Rooms (e.g., pre-shift briefings, staff meetings).
• Fosters employee commitment to providing excellent service, participates in daily stand-up meetings and models desired service behaviors in all interactions with guests and employees.
• Incorporates guest satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to continually improve results.
• Sets goals and expectations for direct reports using the performance review process and holds staff accountable for successful performance.
• Solicits employee feedback, utilizes an “open door policy” and reviews employee satisfaction results to identify and address employee problems or concerns.
• Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and supports the Peer Review Process.
• Conducts annual performance appraisal with direct reports according to Standard Operating Procedures.
• Champions change, ensures brand and regional business initiatives are implemented and communicates follow-up actions to team as necessary.
• Identifies talents of direct reports and their teams, and assists with their growth and development plans.

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.

Application Closing Date
Not Specified.

Additional Information: Single package relocation.