Rooms Division Manager

Marriott Hotels Resorts; Noord-Kaap; On-site; ZAR 300 000 - 450 000; Full time

Job summary

A leading hospitality company in South Africa, Noord-Kaap is seeking an experienced Rooms Division Manager to oversee and enhance the performance of all rooms area departments. This role requires a strong focus on guest satisfaction and financial performance through effective management and coordination of front office, housekeeping, and related functions. Ideal candidates will possess a 2- or 4-year degree in a related field and have substantial experience in guest services and hospitality management.

Qualifications

• 2 years experience in management of guest services, front desk, and housekeeping.
• 4 years experience in hospitality management roles or related areas.
• Strong background in sales and marketing.

Responsibilities

• Manage and coordinate all Rooms area departments effectively.
• Improve guest and employee satisfaction continuously.
• Develop and implement operational strategies for the Rooms division.

Skills

Guest services

Front desk operations

Housekeeping management

Sales and marketing

Analytical skills

Customer service excellence

Education

2-year degree in Business Administration or related major

4-year bachelor's degree in Business Administration or related major

Job description

Description

Job Summary

Only open to South African citizens. Own vehicle compulsory.

Responsible for the management and coordination of all Rooms area departments (Front Office, Guest Relations, Maintenance, Reservations, Marketing and Housekeeping). Plans, develops, implements and evaluates the quality of the property’s guest rooms. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department. Ensures that standards and procedures are followed. Leads specific teams while assisting with meeting or exceeding property goals. The position ensures that the Rooms division meets the brand’s standard targets, customer needs, employee satisfaction, focus on growing revenues and maximizes financial performance.

Candidate Profile

Education and Experience:

• 2-year degree in Business Administration, Hotel and Restaurant Management or related major; 4 years experience in guest services, front desk, housekeeping, sales and marketing management operations or related area.
• OR 4-year bachelor’s degree in Business Administration, Hotel and Restaurant Management or related major; 2 years experience in guest services, front desk, housekeeping, sales and marketing management operations or related area.

Core Work Activities

Supporting the Management of Rooms Division Activities

• Champions the brand’s service vision for product and service delivery.
• Communicates a clear and consistent message regarding departmental goals to produce desired results.
• Makes and executes the necessary decisions to keep the property moving forward toward achievement of goals.
• Monitors and promotes room rates, specials and promotions at the residence.
• Monitors expected arrivals and departures.
• Coordinates and makes preparations for group activities.
• Runs and reviews critical information contained in Rooms division reports.
• Operates all department equipment as necessary and reports malfunctions.
• Ensures employees have the proper supplies and uniforms.
• Understands night audit procedures and can comprehend and utilize reports as necessary.
• Understands and complies with loss prevention policies and procedures.
• Assists in ensuring the property’s crisis management plan is followed as applicable.

Managing Profitability

• Analyzes service issues and identifies trends.
• Works with Rooms division teams to develop an operational strategy that is aligned with the brand’s business strategy and leads its execution.
• Reviews and audits expenses.

Managing Revenue Goals

• Monitors Rooms division sales performance against budget.
• Reviews reports and financial statements to determine Rooms division performance against budget.
• Reviews Rooms division occupancy & rate wages and controllable expenses.
• Reviews the Wage Progress Report and compares budgeted wages to actual wages coaching direct reports to address problem areas and holding team accountable for results.

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.
• Coordinates and communicates event details both verbally and in writing to the customer and property operations.
• Creates an atmosphere in the Rooms division that meets or exceeds guest expectations.
• Responds to and handles guest problems and complaints.
• Uses personal judgment and expertise to enhance the customer experience.
• Stays available to solve problems and/or suggest alternatives to previous arrangements.
• Interacts with guests to obtain feedback on product quality and service levels.
• Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product service levels and overall satisfaction.
• Works to continually improve customer service by integrating obtained feedback and personal judgment into action plans.
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
• Ensures that employees understand expectations and parameters for Room division duties.

Managing and Conducting Human Resources Activities

• Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.
• Interviews applicants as needed.
• Ensures employees are treated fairly and equitably.
• Ensures that regular ongoing communication is happening in the Rooms division (e.g. pre-shift briefings staff meetings).
• Fosters employee commitment to providing excellent service participates in daily stand-up meetings and models desired service behaviors in all interactions with guests and employees.
• 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 engagement results to identify and address employee problems or concerns.
• Ensures property policies are administered fairly and consistently disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and supports the Peer Review Process.
• Conducts annual performance appraisal with direct reports according to Standard Operating Procedures.
• Champions change ensures brand and regional business initiatives are implemented and communicates follow-up actions to team as necessary.

EEO Statement

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 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.

Additional Information

Required Experience: Manager

• Corrosion Inspection
• Food Safety
• ESL Teaching
• High School
• Corrosion

Employment Type : Full-Time

Experience: years

Vacancy: 1