Rooms Operations Manager - Protea Hotel Fire & Ice! Johannesburg Melrose Arch

Job description

JOB SUMMARY

Assists in managing 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.

CANDIDATE PROFILE 

Education and Experience

·  High school diploma or GED; 4 years 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 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.
·  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 developing game plans to attack need areas and expand on the strengths.
·  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) 

·  Assists in managing the execution of all operations in the rooms area departments (e.g., Front Office, Engineering/Maintenance, Housekeeping).
·  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.
·  Assists/teaches the team scheduling against guest and hours/occupied room goals.
·  Performs hourly job functions as needed.
·  Performs other duties, as assigned, to meet business needs.

Managing and Monitoring Activities that Affect the Guest Experience

·  Understands the brand's service culture.
·  Provides excellent customer service by being readily available/approachable for all guests.
·  Strives to continually improve guest and employee satisfaction.
·  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 that all team members meet or exceed all hospitality requirements.

Managing Profitability

·  Assists in performing 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.
·  Strives to maximize the financial performance of the department.

Conducting Human Resources Activities

·  Interviews and assists in making hiring decisions.
·  Receives hiring recommendations from team supervisors.
·  Verifies that orientations for new team members are thorough and completed in a timely fashion.
·  Solicits employee feedback, utilizes an “open door” policy, and reviews employee satisfaction results to identify and address employee problems or concerns.
·  Verifies property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process, where applicable.
·  Celebrates successes and publicly recognizes the contributions of team members.

MANAGEMENT COMPETENCIES 

Leadership

·  Adaptability - Determines how change impacts self and others; displays flexibility in adjusting priorities; and communicates both the reasons for change and how it impacts the workplace. 
·  Communication  - Customizes approach to conveying complex information and ideas to others in a convincing and engaging manner; appropriately interprets verbal and non-verbal behavior; and models active listening to ensure understanding..
·  Problem Solving and Decision Making - Models and coaches others on breaking complex issues into manageable parts, identifying and evaluating alternatives and their implications before making decisions, and involving and gaining agreement from others when making key decisions.
·  Professional Demeanor  - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.

Managing Execution

·  Building and Contributing to Teams - Leads and participates as a member of a team to move the team toward the completion of common goals while fostering cohesion and collaboration among team members.
·  Driving for Results - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required.
·  Planning and Organizing - Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements for self and/or others to accomplish goals and ensure work is completed.

Building Relationships

·  Coworker Relationships - Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships. 
·  Customer Relationships  - Develops and sustains relationships based on an understanding of customer needs and actions consistent with the company’s service standards.
·  Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.

Generating Talent and Organizational Capability

·  Organizational Capability  - Evaluates and adapts the structure of team assignments and work processes to best fit the needs and/or support the goals of an organizational unit.
·  Talent Management  - Provides guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.

Learning and Applying Professional Expertise

·  Applied Learning  - Seeks and makes the most of learning opportunities to improve performance of self and/or others.
·  Business Acumen - Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach team, business, and administrative challenges.
·  Technical Acumen - Understands and utilizes professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges
·  Detail Orientation - The ability to attend to and verify the accuracy and completeness of details in work activities.  This includes focusing on the small details of work activities and taking the necessary time to ensure that all the details of completed work are correct and of high quality. 
·  General Hotel Operations - Knowledge of the operating principles and practices of all brand/hotel-specific functions to support successful operations of the overall property (e.g., Engineering/Maintenance, Event Management, Finance and Accounting, Human Resources, Legal/Contracting, Food and Beverage, Guest Services/Front Desk, Sales & Marketing, Security/Loss Prevention, Retail/Gift Shops, Spa, and Recreation/Health Club).
·  Basic Competencies - Fundamental competencies required for accomplishing basic work activities.
·  Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
·  Mathematical Reasoning - Demonstrates ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues.
·  Oral Comprehension - Demonstrates ability to listen to and understand information and ideas presented through spoken words and sentences.
·  Reading Comprehension  - Demonstrates understanding of written sentences and paragraphs in work-related documents.
·  Writing  - Communicates effectively in writing as appropriate for the needs of the audience.

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.

Protea Hotels by Marriott® is the leading hospitality brand in Africa and one of the most widely recognized hospitality brands on the continent, with over 60 hotels across South Africa, Zambia, Nigeria, Namibia, Tanzania and Uganda. If you have a passion for delivering every guest a personalized service experience and desire to be part of the ‘Coolest Hotel Brand in South Africa’, join the Protea Hotels by Marriott® team today! In joining Protea Hotels, you join a portfolio of brands with Marriott International. Be where you can do your best work,​ begin  your purpose,  belong  to an amazing global​team, and  become  the best version of you.