JOB SUMMARY
Responsible for successfully executing all operations in two departments (Front Office and Food and Beverage/Culinary or Engineering/Maintenance and Housekeeping) and managing staff. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department. Ensures that standards and procedures are being followed. 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
Providing for and Managing the Guest Experience
- Provides excellent customer service by being readily available/approachable for all guests.
- Extends professionalism and courtesy to guests at all times.
- Assists employees in understanding guests’ ever-changing needs and expectations, and exceeds them.
- Ensures that all employees, team leaders (if applicable) and manager(s) understand the brand service culture.
- Responds timely to customer service department request.
Supporting Safety Standards and Work Procedures
- Implements property emergency plan.
- Provides a safe working environment in compliance with OSHA/MSDS.
- Implements and sustains property accident prevention programs.
- Ensures a viable key control program is in place.
- Follows property specific second effort and recovery plan.
Managing Property Operations and Department Budgets
- Reviews financial statements, sales and activity reports, and other performance data to measure productivity, goal achievement and to determine areas in need of cost reduction and program improvement.
- Assists/teaches the team scheduling (using Scheduling Tool) against guest and hours/occupied room goals.
- Ensures barriers to achieving goals are being discussed and resolved by the team.
- Extends professionalism and courtesy to employees at all times.
- Ensures that the team has the capabilities to meet expectations.
- Ensures that goals are being translated to the team as they relate to guest tracking and productivity.
- Leads by example and demonstrates self-confidence, energy and enthusiasm.
Conducting Human Resources Activities
- Ensures that staffing levels are appropriate to exceed guest expectations.
- Promotes both Guarantee of Fair Treatment and Open Door policies.
- Maintains current licenses and permits as prescribed by local, state and federal agencies.
- Publishes all guest satisfaction results in a timely fashion including all guest satisfaction forms, comment cards and guest letters.
- Solicits feedback for continuous improvement.
- Ensures training plans are in place and being executed.
- Ensures all team members meet or exceed all hospitality requirements.
- Ensures Continuous Improvement Meetings (CIMS) are taking place weekly in each department.
- Creates and nurtures a property environment that emphasizes motivation, empowerment, teamwork, continuous improvement and a passion for providing service.
- Provides support for operations functions as appropriate
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.
At more than 100 award-winning properties worldwide, The Ritz-Carlton Ladies and Gentlemen create experiences so exceptional that long after a guest stays with us, the experience stays with them. Attracting the world’s top hospitality professionals who curate lifelong memories, we believe that everyone succeeds when they are empowered to be creative, thoughtful and compassionate.
Every day, we set the standard for rare and special luxury service the world over and pride ourselves on delivering excellence in the care and comfort of our guests.
Your role will be to ensure that the “Gold Standards” of The Ritz-Carlton are delivered graciously and thoughtfully every day. The Gold Standards are the foundation of The Ritz-Carlton and are what guides us each day to be better than the next. It is this foundation and our belief that our culture drives success by which The Ritz Carlton has earned the reputation as a global brand leader in luxury hospitality. As part of our team, you will learn and exemplify the Gold Standards, such as our Employee Promise, Credo and our Service Values. And our promise to you is that we offer the chance to be proud of the work you do and who you work with.
In joining The Ritz-Carlton, 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.
