Assistant Rooms Operations Manager

Marriott Hotels Resorts; Calgary; On-site; CAD 59,000 - 80,000; Full time

Job summary

A leading hospitality company in Calgary is seeking an entry-level management candidate for a role in Rooms Operations. The ideal applicant will supervise day-to-day activities in various guest service areas, ensuring compliance with cleanliness standards and guest satisfaction. Candidates should possess a high school diploma or GED along with relevant experience in customer service. This position offers a salary range of $59,000 to $80,000 annually, emphasizing the importance of managing budget goals and delivering exceptional guest experiences.

Qualifications

• Experience in guest services or related professional areas.
• Strong understanding of hotel operations.
• Ability to manage and train staff effectively.

Responsibilities

• Support day-to-day operations of Rooms Department.
• Supervise staff and assist with budget management.
• Ensure guest satisfaction and handle complaints.

Skills

Customer service orientation

Supervisory skills

Communication skills

Problem-solving skills

Education

High school diploma or GED

2-year degree in Hotel Management or related field

Job description

CANDIDATE PROFILE

Entry level management position that focuses on supporting the day-to-day activities of Rooms Operations and supervision of related areas that include Housekeeping, Recreation, Laundry, Staff, AYS and Concierge/Guest Services. Position directs and works with employees to carry out guest arrival and departure procedures and to maintain the property’s cleanliness standards. Strives to ensure guest and employee satisfaction and achieve the operating budget.

Education and Experience

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

CORE WORK ACTIVITIES

Supporting the Management of Rooms Operations Activities

• Opens and closes Front Desk shifts / Housekeeping and ensuring completion of assigned shift checklist and other duties.
• Runs and reviews critical information contained in room operations reports.
• Understands the functions of the Recreation, Laundry, Housekeeping, Bell Staff, AYS, Front Desk and Concierge/Guest Services operations.
• Temporarily supervises all areas of the Room Operations department in the absence of the Room Operations management.
• Operates all department equipment as necessary and reporting malfunctions.
• Ensures employees have the proper supplies and uniforms.
• Understands night audit procedures and being able to comprehend and utilize reports as necessary.
• Understands and complies with loss prevention policies and procedures.

Contributing Information to Support Managing to Budget

• Supervisessame day selling procedures to maximize room revenue and property occupancy.
• Verifies accuracy of room rates to maximize revenue opportunities.
• Uses budgets, operating statements and payroll progress reports as needed to assist in the management of the Room Operations.
• Participates in the management of departmental controllable expenses to achieve or exceed budgeted goals.
• Understands the impact of Room Operations on the overall property financial goals and objectives.

Providing for and Managing the Guest Experience

• Participates as needed in the investigation of employee and guest accidents.
• Assists in the use of a guest information tracking system to ensure that a successful repeat guest recognition program is in use to recognize guest preferences and.
• Sets a positive example for guest relations.
• Interacts with guests to obtain feedback on product quality and service levels; effectively responding to and handles guest problems and complaints seeking assistance from supervisor as necessary.
• Assists in the review of comment cards and guest satisfaction results with employees.

Managing and Conducting Human Resources Activities

• Provides support for operational functions as necessary.
• Trains staff and monitoring adherence to all relevant policies and procedures.
• Participates in department meetings and continually communicating a clear and consistent message regarding the Room Operations goals to produce desired results.
• Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.
• Helps to train employees in safety procedures and supervises their ability to execute departmental and property emergency procedures.
• Observes service behaviors of employees and providing feedback to individuals; continuously striving to improve service performance.
• Empowers employees to provide excellent customer service within guidelines.
• Participates as needed in the interviewing and hiring of Room operations employee team members with the appropriate skills.
• Uses all available on the job training tools for employees; supervising on-going training initiatives and conducting training when appropriate.
• Communicates performance expectations employees in accordance with job descriptions for each position.
• Participates in the employee performance appraisal process, giving feedback to Room Operations Managers on individual employee performance issues.
• Coaches, counsels and encourages employees.
• Participates in employee progressive disciplinary procedures as required.
• Handles employee questions and concerns.
• Participates in an ongoing employee recognition program.
• Effectively schedules employees to business demands and tracks employee time and attendance.
• Assists in performing the payroll function.
• Oversees daily shift operations and ensures compliance with all policies, standards and procedures.

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

Notification to Applicants: The Westin Calgary takes seriously its obligations under the applicable provincial legislation and will provide accommodations to job applicants needing assistance. If you require an accommodation in relation to this job posting, our online application or an interview, please call 905-366-5227 or email [e-mail] and a member of our Human Resources team will respond to your request. Please note that this phone number and email are only for those individuals who would like to request an accessibility accommodation as part of the recruiting process.

About the Team

At Westin, we are committed to empowering guests to regain control and enhance their well‑being when they need it most while traveling, ensuring they can be the best version of themselves. To achieve the brand mission of becoming the preeminent wellness brand in hospitality, we need passionate and engaged associates to bring the brand’s unique programming to life. We want our associates to embrace their own well‑being practices both on and off property. You are the ideal Westin candidate if you are passionate; you are active and take pride in how you maintain your well‑being; you are optimistic; you are adventurous. Be where you can do your best work, beginyour purpose, belongto an amazing globalteam, andbecomethe best version of you.

Locations: 320 4th Avenue SW, Calgary, AB, T2P 2S6, CA
Pay Range (US/Canada) $59,000 - $80,000 annually