Assistant Rooms Operations Manager

Delta Hotels and Resorts®; Kelowna; On-site; CAD 59,000 - 76,000; Full time

Job summary

Delta Hotels Grand Okanagan Resort in Kelowna BC is seeking an entry level management role to support day-to-day Rooms Operations and supervise related areas including Housekeeping, Recreation, Laundry, Staff, AYS and Concierge/Guest Services. This position directs staff to carry out guest arrival and departure procedures and to maintain the property’s cleanliness standards.

The role aims to enhance guest satisfaction while working to achieve the property’s operating budget.

Qualifications

• High school diploma or GED or equivalent required.
• 2-year degree in hospitality-related field preferred.
• 4 years experience in guest services, front desk, housekeeping or related professional area.

Responsibilities

• Opens and closes Front Desk shifts and ensures completion of shift checklist.
• Runs and reviews room operations reports.
• Supervises multiple departments in absence of Room Operations management.
• Ensures proper supplies and uniforms for staff.
• Oversees daily shift operations and compliance with policies.

Education

High school diploma or GED

2-year degree in Hotel/Restaurant Management, Hospitality, Business Administration, or related major

Job description

Additional Information

Job Number 26146115

Job Category Rooms & Guest Services Operations

Location 1310 Water Street, Kelowna BC V1Y 9P3, Canada VIEW ON MAP

Schedule Full Time

Located Remotely? N

Position Type Management

Pay Range: $59,000-$76,000 Annually

Bonus Eligible: Y

Job Summary

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.

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

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

• Supervises same 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: Delta Hotels Grand Okanagan Resort 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.