Room Division Manager

Job description

Additional Information: This hotel is owned and operated by an independent franchisee, Visconti Cesi s.r.l.. The franchisee is a separate company and a separate employer from Marriott International, Inc.  The franchisee solely controls all aspects of the hotel’s employment policies and practices, including hiring, firing, discipline, staffing, compensation, benefits, and all other terms and conditions of employment.  If you accept a position at this hotel, you will be employed by a franchisee and not by Marriott International, Inc.

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 oversee the operations and coordination of Housekeeping, Front Office and Engineering departments, ensuring smooth and efficient running of day to day operations. This position ensures that Rooms operations meet the brand standards, targets customer needs, ensures employee satisfaction, focuses on growing revenues and maximizes the financial performance of the department.

CORE WORK ACTIVITIES

Leading Rooms Team
•    Champions the brand’s service vision for product and service delivery and ensures alignment amongst the hotel leadership teams.
•    Communicates a clear and consistent message regarding departmental goals to produce desired results.
•    Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision-making; demonstrates honesty/integrity; leads by example.
•    Oversees the entire rooms division, including front desk operations, housekeeping, and maintenance, ensuring all departments meet the hotel’s standards of quality and service.

Develops and implements policies and procedures for the rooms division to maximize efficiency, guest satisfaction, and profitability.
•    Liaise with the maintenance department to ensure all guest rooms and public areas are in excellent condition and any issues are promptly addressed.

Strives to maximize the financial performance of the Rooms departments.
•    Train, mentor, and evaluate the performance of staff within the rooms division, promoting a culture of excellence and continuous improvement.
•    Coordinate with other departments to develop strategies to maximize financial performance and service excellence 
•    Ensure compliance with all safety and security protocols for guests and staff within the rooms division, including emergency response procedures.
•    Analyze guest feedback and implement changes to improve the guest experience, including introducing innovative services or amenities unique to the hotel.
•    Communicates/updates all goals and results with employees.
•    Analyzes service issues and identifies trends.
•    Makes and executes the necessary decisions to keep property moving forward toward achievement of goals.
•    Works with hotel management team to develop an operational strategy that is aligned with the brand’s business strategy and leads its execution.
•    Conducts semi-annual Self Audits and ensures specific documentation is readily available for Annual Brand Standard Audits through the development of a targeted and scheduled action plan.

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.
•    Creates an atmosphere in all Rooms areas that meets or exceeds guest expectations.
•    Responds to and handles guest problems and complaints. Takes proactive approaches when dealing with guest concerns. Interacts with guests to obtain feedback on product quality and service levels.
•    Uses personal judgment and expertise to enhance the customer experience.
•    Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
•    Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.
•    Understands the brand's service culture.
•    Strives to continually improve guest and employee satisfaction.
•    Provides daily updates and monthly reports, including a monthly analytical report, containing customer feedback, GSS results and others guest experience KPIs, to be delivered to the hotel team at the end of each month.

Managing and Conducting Human Resources Activities
•    Interviews and assists in making hiring decisions.
•    Ensures employees are treated fairly and equitably.
•    Verifies that orientations for new team members are thorough and completed in a timely fashion.
•    Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
•    Uses all available on the job training tools for employees.
•    Supervises on-going training initiatives and conducts training when appropriate.
•    Ensures that regular, ongoing communication is happening in Rooms (e.g., pre-shift briefings, staff meetings).
•    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.
•    Identifies talents of direct reports and their teams, and assists with their growth and development plans.
•    Celebrates successes and publicly recognizes the contributions of team members.

 

CANDIDATE PROFILE 
•    Proven experience in a senior leadership role within the hotel industry, with comprehensive knowledge of hotel operations across multiple departments.
•    High level of English and Italian, a third language is a plus.
•    International and hotel chains experience is highly valued for this role. Familiarity with Marriott International's brand standards and operational guidelines (preferred).
•    Brand-oriented approach, ensuring the representation of our brand both in presence and in adherence to brand standards.
•    Excellent leadership and interpersonal skills, with the ability to inspire and motivate a diverse team.
•    Exceptional communication and presentation skills, with the ability to effectively interact with guests, employees, and stakeholders at all levels.
•    Strong problem-solving and decision-making skills, with the ability to prioritize and manage multiple tasks and projects. 
•    Proficiency in relevant hospitality software and systems.
•    Utilize guest feedback to refine service standards.
•    Passion for details, not only attention.

This company is an equal opportunity employer.

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