Rooms Operations Manager, Los Angeles (In-Market Osr)

Marriott International Bethesda , MD 20813

Posted 11 months ago

Marriott International is the world's largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. We believe a great career is a journey of discovery and exploration. So, we ask, where will your journey take you?


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

This job will require members of the team to travel extensively; however, relocation is not expected. The time in position requirement will follow the standard company policies. Performance will be evaluated after each assignment via an appraisal from the General Manager/Department Head of the hotel where the assignment occurred.

Operations Support Resources associates are expected to demonstrate professional demeanor and behavior always as the associate represents the Continent Lodging Services organization of the Americas.

Hotel operations management generalist position that manages Front Desk (including Bell/Door Staff, Switchboard, AYS/DTS, Valet Parking/Garage, and Concierge/Guest Services as applicable) and Rooms (including Front Office, Engineering/Maintenance, Housekeeping, Recreation, and Laundry as applicable) operations. 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 and 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. Assists more senior managers in completion of financial and administrative duties. Strives to continually improve guest and associate satisfaction and maximize financial performance.


Managing Rooms Operations Functions associated with Front Desk, Housekeeping, and Guest Services

  • Leads daily Front Desk, Housekeeping, and Guest Services shift operations and ensures compliance with all policies, standards and procedures.

  • Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity.

  • Creates and nurtures a hotel environment that emphasizes motivation, empowerment, teamwork, continuous improvement and a passion for providing service.

  • Leads by example demonstrating appropriate behaviors, self-confidence, energy and enthusiasm.

  • Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.

  • Understands associate positions well enough to perform duties in associates' absence.

  • Encourages and builds mutual trust, respect, and cooperation among team members.

  • Ensures knowledge and understanding of OSHA regulations are up to date.

  • Participates in departmental meetings and continually communicates a clear and consistent message regarding the Front Desk, Housekeeping, and Guest Services goals to produce desired results.

  • Understands Associate and Guest Satisfaction results and developing game plans to attack need areas and expand on the strengths.

  • Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.

  • Oversees all lost and found procedures.

  • Oversees pre-arrival planning process to effectively deliver against guest preferences, maximize use of room inventories, and drive incremental revenue

Executing Against Department Performance and Budgetary Goals

  • Understands the impact of department's operations on the overall hotel financial goals and objectives and manages to achieve or exceed goals.

  • Ensures guest room status is communicated to the Front Desk in a timely and efficient manner.

  • Supervises an effective inspection program for service iterations, all guestrooms and public space.

  • Inspects guestrooms daily.

  • Obtains list of rooms to be cleaned immediately and list of prospective check-outs or discharges to prepare work assignments.

  • Inventories stock to ensure adequate supplies.

  • Supports and supervises an effective inspection program for all guestrooms and public space.

  • Ensures all associates have proper supplies, equipment and uniforms.

  • Uses budgets, operating statements and payroll progress reports as needed to manage Room Operations.

Ensuring Exceptional Customer Service

  • Understands the functions of the Recreation, Laundry, Housekeeping, Bell Staff, AYS, Front Desk and Concierge/Guest Services operations.

  • Ensures that all Front Desk, Housekeeping, and Guest Services areas have an atmosphere that is conducive to the overall guest experience.

  • Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.

  • Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations.

  • Responds to and handles guest problems and complaints.

  • Proactively interacts with customers to obtain feedback on quality of product, service levels and overall satisfaction.

  • Identifies trends in guest issues for resolution.

  • Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.

  • Assists associates in understanding guests' ever-changing needs and expectations, and exceeding them.

  • Empowers associates to provide excellent customer service.

  • Publishes and reviews comment cards, guest satisfaction results and other data to identify areas of improvement.

  • Schedules and supervise staff to ensure prompt, friendly, and attentive service.

  • Supervises AYS/DTS agents and runners to ensure prompt and complete resolution of guest calls and requests.

Managing Projects and Policies

  • Ensures compliance with all Front Desk, Housekeeping, and Guest Services policies, standards and procedures.

  • Ensures hotel 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.

  • Implements the customer recognition/service program, communicating and ensuring the process.

  • Trains staff and monitors adherence to all credit policies and procedures to reduce bad debts and rebates.

  • Supervises same day selling procedures to maximize room revenue and control hotel occupancy.

  • Ensures hotel 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.

Managing Profitability

  • Performs required annual Quality audit with GM & Regional leadership.

  • Ensures 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.

  • Oversees the financial aspects of the department including purchasing and payment of invoices.

Conducting Human Resources Activities

  • Interviews and hires managers and hourly associates.

  • Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.

  • Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.

  • Administers the performance appraisal process for direct report managers.

  • Ensures orientations for new team members are thorough and completed in a timely fashion.

  • Uses all available on the job training tools to train new associates and provide follow-up training as necessary.

  • Solicits associate feedback, utilizes an "open door" policy, and reviews associate satisfaction results to identify and address associate problems or concerns.

  • Ensures associates are treated fairly and equitably.

  • Manages associate progressive discipline procedures for Front Desk, Housekeeping, and Guest Services Staff.

  • Brings issues concerning associate satisfaction to the attention of the department manager and Human Resources.

  • Participates in an on-going associate recognition program.

Additional Responsibilities as Assigned

  • Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.

  • Analyzes information and evaluating results to choose the best solution and solve problems.

  • Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.

  • Ensures that all department equipment is in proper working condition and that department areas and storerooms are clean.

  • Performs departmental administrative duties.

  • Addresses complaints and serves as Manager on Duty as needed.

  • Attends meetings (e.g., front office supervisor meetings, operations meetings, forecast meetings, monthly department meetings, sales strategy, pre-con meetings).


Education and Experience

  • High school diploma or GED; 4 years experience in the guest services, front desk, housekeeping, management operations or related professional area.


  • 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, management operations or related professional area.

Technical Knowledge and Skills Demonstrated on the Job (preferred but not required upon entry)

  • FSPMS/LightSpeed

  • At the Helm

  • Foundations of Cleanliness

  • GXP

Certifications Earned on the Job (preferred but not required upon entry)

  • No certifications

Management Competencies


  • Professional Demeanor
  • Exhibiting behavioral styles that convey confidence and command respect from others; making a good first impression and representing Marriott in alignment with its values.
  • Problem Solving and Decision Making
  • Identifying and understanding issues, problems, and opportunities; obtaining and comparing information from different sources to draw conclusions, develop and evaluate alternatives and solutions, solve problems, and choose a course of action.
  • Adaptability
  • Maintaining performance level under pressure or when experiencing changes or challenges in the workplace.

Managing Execution

  • Driving for Results
  • Setting high standards of performance for self and/or others; assuming responsibility for work objectives; initiating, focusing, and monitoring the efforts of self and/or others toward the accomplishment goals; proactively taking action and going beyond what is required
  • Building and Contributing to Teams
  • Leading and participating as a member of a team to move toward the completion of common goals while fostering cohesion and collaboration among team members.

Building Relationships

  • Coworker Relationships
  • Interacting with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships.
  • Customer Relationships
  • Developing and sustaining relationships based on an understanding of customer needs and actions consistent with Marriott's Spirit to Serve.
  • Fostering Inclusion
  • Supporting associates with diverse styles, abilities, motivations, and/or cultural perspectives; leveraging personal differences to achieve objectives; and promoting a work environment where all associates are given the opportunity to contribute to their full potential.

Generating Talent and Organizational Capability

  • Talent Management
  • Providing guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.

Learning and Applying Personal Expertise

  • Technical Acumen
  • Understanding and utilizing 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
  • Front Desk
  • Knowledge of procedures and policies for check-in/check-out; pre-arrival planning; Marriott Rewards Program; Corporate-sponsored programs; Property based systems; vendors, products, services, and merchandise; front desk supply management; room inventory management.
  • General Housekeeping
  • Knowledge of procedures, policies and techniques for cleaning all public areas, trash handling and removal, room item replenishment and placement, treatment of room damage and stain removal, use of cleaning supplies, floor care and maintenance, general housekeeping codes, cart care, spa linen, uniform control, inventory management, room status change systems and opening and closing of the house. Ability to use general housekeeping codes to indicate room readiness.
  • 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
  • Using basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
  • Mathematical Reasoning
  • The ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues.
  • Oral Comprehension
  • The ability to listen to and understand information and ideas presented through spoken words and sentences.
  • Reading Comprehension
  • Understanding written sentences and paragraphs in work related documents.
  • Writing
  • Communicating effectively in writing as appropriate for the needs of the audience.

Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.

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Rooms Operations Manager, Los Angeles (In-Market Osr)

Marriott International