The job below is no longer available.
You might also like
in Bethesda, MD
- $15.00 to $16.00
Verified per hour HB Leisure • 30d agoGood pay Fast response 18.4 mi Use left and right arrow keys to navigate 
$41est. per hour Core Medical-Perm • 3d agoUrgently hiring 7.9 mi Use left and right arrow keys to navigate- $65
est. per hour Puyenpa • 12h agoUrgently hiring 19.8 mi Use left and right arrow keys to navigate - $41
est. per hour Fairfax Surgical Center • 3d agoUrgently hiring 16.4 mi Use left and right arrow keys to navigate - $37 - $39
Verified per hour Frito-Lay North America • 1h agoExcellent pay Urgently hiring 12.1 mi Use left and right arrow keys to navigate
AsstMgr-Rooms Ops-Americas(NE) (OSR) - Full-time
•30 days ago
| Hours | Full-time |
|---|---|
| Location | Bethesda, MD Bethesda, Maryland |
About this job
Description
Marriott International offers you the opportunity to find the hospitality job and career journey that's right for you. With more than 1100 managed properties and 18 brands you'll find us in your neighborhood and in more than 74 countries across the globe. Find Your World™ at Marriott.
Qualifications
JOB SUMMARY
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 at all times as the associate represents the Continent Lodging Services organization of the Americas
Entry level management position that supports operations of Front Desk (including Bell/Door Staff, Switchboard, AYS/DTS, Valet Parking/Garrage, and Concierge/Guest Services) and Rooms (including Housekeeping, Recreation, and Laundry) departments. Leads shifts, supports labor scheduling, and works with associates to carry out guest arrival and departure procedures and to maintain the hotel’s cleanliness standards. Supports efforts directed toward guest and associate satisfaction and the achievement of the operating budget. Strives to continually improve guest and associate experiences and maximize financial performance. Ensures that standards and procedures are being followed. Assists more senior managers in completion of financial and administrative responsibilities.
CORE WORK ACTIVITIES
Supporting Management of Front Desk, Housekeeping, and Guest Services Teams
• Leads daily Front Desk, Housekeeping, or Guest Services shift operations.
• Assists in supervising an effective inspection program for all guestrooms and public space.
• Attends all pertinent meetings (e.g., Staff, Forecast, Pre-Cons, Department).
• Encourages and builds mutual trust, respect, and cooperation among team members.
• Ensures knowledge and understanding of OSHA regulations are up to date.
• Handles associate questions and concerns.
• Oversees all lost and found procedures.
• Performs all duties at the Front Office as necessary.
• Serves as a role model to demonstrate appropriate behaviors.
• Supervises daily shift operations and ensures compliance with all housekeeping policies, standards and procedures.
• Supervises Housekeeping and all related areas in the absence of the Director of Services or Housekeeping Manager.
• Supports all areas of the Front Office in the absence of the Front Office or Front Desk Manager.
• Understands associate positions well enough to perform duties in associates' absence.
• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
• 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
• Supports provision of associates with proper supplies, equipment and uniforms.
• Ensures guest room status is communicated to the Front Desk in a timely and efficient manner.
• Inventories stock to maintain adequate supplies and assists in the ordering of supplies as necessary.
• Obtains and maintains a list of rooms to be cleaned immediately and list of prospective check-outs or discharges to prepare work assignments.
• Participates in the management of departmental controllable expenses to achieve or exceed budgeted goals.
• Supervises same day selling procedures to maximize room revenue and hotel occupancy.
• Understands and complies with loss prevention policies and procedures.
• Understands the impact of Room Operations on the overall hotel financial goals and objectives.
• Uses budgets, operating statements and payroll progress reports as needed to assist in the management of the Room Operations.
• Works to manage same-day sell strategy to maximize revenue while following the Best Rate Guarantee.
• Coordinates effectively with the Engineering department on guest room maintenance needs.
Providing a High Quality Guest Experience
• Understands the functions of the Recreation, Laundry, Housekeeping, Bell Staff, AYS, Front Desk and Concierge/Guest Services operations.
• Assists in the review of comment cards and guest satisfaction results with associates.
• 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 inhibit repeat service failures.
• Interacts with guests to obtain feedback on product quality and service levels.
• Responds to guest problems and complaints seeking assistance from supervisor, as necessary.
• Opens and closes Front Desk shifts / Housekeeping and ensures completion of assigned shift checklist and other duties.
• Operates all department equipment as necessary and reports malfunctions.
• Participates as needed in the investigation of associate and guest accidents.
• Runs and reviews critical information contained in room operations reports.
• Sets a positive example for guest relations.
• Temporarily supervises all areas of the Room Operations department in the absence of the Room Operations management.
• Understands night audit procedures and being able to comprehend and utilize reports as necessary.
Supporting the Handling of Human Resource Activities
• Identifies the developmental needs of others and coaches, mentors, or otherwise helps others to improve their knowledge or skills.
• Participates in an ongoing associate recognition program.
• Participates in the associate performance appraisal process, assisting with the completion of annual performance reviews.
• Supports training when appropriate.
• Assists as needed in the interviewing and hiring of associate team members with the appropriate skills.
• Assists more senior managers in establishing guidelines so associates understand job expectations and parameters.
• Communicates and executes departmental and hotel emergency procedures and ensures staff are trained in safety procedures.
• Observes service behaviors of associates and provides feedback to individuals.
• Reviews comment cards and guest satisfaction results with associates.
• Schedules associates to ensure shift coverage and meet business demands and productivity goals.
• Supports a departmental orientation program for associates to receive the appropriate new hire training to successfully perform their job.
Additional Responsibilities as Assigned
• Analyzes information and evaluating results to choose the best solution and solve problems.
• Understands the functions of the Bell Staff, Switchboard and Concierge/Guest Services operations.
CANDIDATE PROFILE
Education and Experience
• High school diploma or GED or 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major. No prior experience.
• If no standard educational background, at least 2 years of experience in guest services, front desk, housekeeping, or related professional area.
Technical Knowledge and Skills Demonstrated on the Job (preferred but not required upon entry)
• AYS/DTS Training, SGI (Rewards Program related - pre-arrival training), Service Excellence, Living our Core Values (LOCV), Brand Training as Appropriate, COMPASS Training (Hourly Target, but incoming managers should take it), PMS web-based training, GuestWare Training.
• Arrival and departure competency (to do this requires understanding of finance and accounting principles, credit, etc), Breakout and inspection procedures, ordering supplies and inventory control, pre-arrival planning (e.g., understanding customers who are coming in), performance management, building schedules. Be able to open and close the shift (has financial implication).
Certifications Earned on the Job (preferred but not required upon entry)
• Data privacy certification.
Management Competencies
Leadership
• 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.
• Adaptability - Maintaining performance level under pressure or when experiencing changes or challenges in the workplace.
• 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.
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.
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.
Marriott International offers you the opportunity to find the hospitality job and career journey that's right for you. With more than 1100 managed properties and 18 brands you'll find us in your neighborhood and in more than 74 countries across the globe. Find Your World™ at Marriott.
Qualifications
JOB SUMMARY
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 at all times as the associate represents the Continent Lodging Services organization of the Americas
Entry level management position that supports operations of Front Desk (including Bell/Door Staff, Switchboard, AYS/DTS, Valet Parking/Garrage, and Concierge/Guest Services) and Rooms (including Housekeeping, Recreation, and Laundry) departments. Leads shifts, supports labor scheduling, and works with associates to carry out guest arrival and departure procedures and to maintain the hotel’s cleanliness standards. Supports efforts directed toward guest and associate satisfaction and the achievement of the operating budget. Strives to continually improve guest and associate experiences and maximize financial performance. Ensures that standards and procedures are being followed. Assists more senior managers in completion of financial and administrative responsibilities.
CORE WORK ACTIVITIES
Supporting Management of Front Desk, Housekeeping, and Guest Services Teams
• Leads daily Front Desk, Housekeeping, or Guest Services shift operations.
• Assists in supervising an effective inspection program for all guestrooms and public space.
• Attends all pertinent meetings (e.g., Staff, Forecast, Pre-Cons, Department).
• Encourages and builds mutual trust, respect, and cooperation among team members.
• Ensures knowledge and understanding of OSHA regulations are up to date.
• Handles associate questions and concerns.
• Oversees all lost and found procedures.
• Performs all duties at the Front Office as necessary.
• Serves as a role model to demonstrate appropriate behaviors.
• Supervises daily shift operations and ensures compliance with all housekeeping policies, standards and procedures.
• Supervises Housekeeping and all related areas in the absence of the Director of Services or Housekeeping Manager.
• Supports all areas of the Front Office in the absence of the Front Office or Front Desk Manager.
• Understands associate positions well enough to perform duties in associates' absence.
• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
• 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
• Supports provision of associates with proper supplies, equipment and uniforms.
• Ensures guest room status is communicated to the Front Desk in a timely and efficient manner.
• Inventories stock to maintain adequate supplies and assists in the ordering of supplies as necessary.
• Obtains and maintains a list of rooms to be cleaned immediately and list of prospective check-outs or discharges to prepare work assignments.
• Participates in the management of departmental controllable expenses to achieve or exceed budgeted goals.
• Supervises same day selling procedures to maximize room revenue and hotel occupancy.
• Understands and complies with loss prevention policies and procedures.
• Understands the impact of Room Operations on the overall hotel financial goals and objectives.
• Uses budgets, operating statements and payroll progress reports as needed to assist in the management of the Room Operations.
• Works to manage same-day sell strategy to maximize revenue while following the Best Rate Guarantee.
• Coordinates effectively with the Engineering department on guest room maintenance needs.
Providing a High Quality Guest Experience
• Understands the functions of the Recreation, Laundry, Housekeeping, Bell Staff, AYS, Front Desk and Concierge/Guest Services operations.
• Assists in the review of comment cards and guest satisfaction results with associates.
• 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 inhibit repeat service failures.
• Interacts with guests to obtain feedback on product quality and service levels.
• Responds to guest problems and complaints seeking assistance from supervisor, as necessary.
• Opens and closes Front Desk shifts / Housekeeping and ensures completion of assigned shift checklist and other duties.
• Operates all department equipment as necessary and reports malfunctions.
• Participates as needed in the investigation of associate and guest accidents.
• Runs and reviews critical information contained in room operations reports.
• Sets a positive example for guest relations.
• Temporarily supervises all areas of the Room Operations department in the absence of the Room Operations management.
• Understands night audit procedures and being able to comprehend and utilize reports as necessary.
Supporting the Handling of Human Resource Activities
• Identifies the developmental needs of others and coaches, mentors, or otherwise helps others to improve their knowledge or skills.
• Participates in an ongoing associate recognition program.
• Participates in the associate performance appraisal process, assisting with the completion of annual performance reviews.
• Supports training when appropriate.
• Assists as needed in the interviewing and hiring of associate team members with the appropriate skills.
• Assists more senior managers in establishing guidelines so associates understand job expectations and parameters.
• Communicates and executes departmental and hotel emergency procedures and ensures staff are trained in safety procedures.
• Observes service behaviors of associates and provides feedback to individuals.
• Reviews comment cards and guest satisfaction results with associates.
• Schedules associates to ensure shift coverage and meet business demands and productivity goals.
• Supports a departmental orientation program for associates to receive the appropriate new hire training to successfully perform their job.
Additional Responsibilities as Assigned
• Analyzes information and evaluating results to choose the best solution and solve problems.
• Understands the functions of the Bell Staff, Switchboard and Concierge/Guest Services operations.
CANDIDATE PROFILE
Education and Experience
• High school diploma or GED or 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major. No prior experience.
• If no standard educational background, at least 2 years of experience in guest services, front desk, housekeeping, or related professional area.
Technical Knowledge and Skills Demonstrated on the Job (preferred but not required upon entry)
• AYS/DTS Training, SGI (Rewards Program related - pre-arrival training), Service Excellence, Living our Core Values (LOCV), Brand Training as Appropriate, COMPASS Training (Hourly Target, but incoming managers should take it), PMS web-based training, GuestWare Training.
• Arrival and departure competency (to do this requires understanding of finance and accounting principles, credit, etc), Breakout and inspection procedures, ordering supplies and inventory control, pre-arrival planning (e.g., understanding customers who are coming in), performance management, building schedules. Be able to open and close the shift (has financial implication).
Certifications Earned on the Job (preferred but not required upon entry)
• Data privacy certification.
Management Competencies
Leadership
• 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.
• Adaptability - Maintaining performance level under pressure or when experiencing changes or challenges in the workplace.
• 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.
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.
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.