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Senior Rooms Operations Manager, Housekeeping

Marriott International

This is a Contract position in Vancouver, BC posted November 19, 2021.

Posting Date Oct 21, 2021 Job Number 21120471 Job Category Rooms & Guest Services Operations Location The Westin Ottawa, 11 Colonel By Dr, Ottawa, ONT, Canada VIEW ON MAP Brand Westin Hotels & Resorts Schedule Full-Time Relocation?

N Position Type Management Located Remotely?

N At Westin, we are committed to empowering the well-being of our guests by providing a refreshing environment, thoughtful amenities, and revitalizing programming to help ensure that they leave feeling better than when they arrived.

We recognize that travel can be disruptive to our guests’ well-being, and we’re energized to assist as partners in helping them maintain control and soaring above it all while on the road.

Everything we do is designed to help guests be at their best, and they appreciate our supportive attitude, anticipatory service and extensive knowledge on how to best assist them throughout their stay.

We are looking for dynamic people who are excited to join the team and ready to jump into any situation to give a helping hand.

If you’re someone who has is positive, adaptable and intuitive, and has a genuine interest in the well-being of others around you, we invite you to discover how at Westin, together we can rise.

JOB SUMMARY Manages the execution of all operations in the rooms area departments (e.g.,Front Office, Engineering/Maintenance,Housekeeping) and managing staff.

Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department.

Monitors compliance with standards and procedures.

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 Leading Room Operations Team Verifies that goals are being translated to the team as they relate to guest tracking and productivity.

Manages the execution of all operations in the rooms area departments (e.g., Front Office, Engineering/Maintenance, Housekeeping) and manages staff.

Leads specific team while assisting with meeting or exceeding property goals.

Creates and nurtures a property environment that emphasizes motivation, empowerment, teamwork, continuous improvement and a passion for providing service.

Understands employee and guest satisfaction results and developis action plans to attack needed areas and expand on strengths.

Sets clear expectations, with the General Manager, for the team.

Verifies that the team has the capabilities to meet expectations.

Leads by example demonstrating self-confidence, energy and enthusiasm.

Assists employees in understanding guests’ ever-changing needs and expectations, and exceeding them.

Managing Property Rooms Operations Function(s) Follows property specific second effort and recovery plan.

Publishes all guest satisfaction results in a timely fashion including all guest satisfaction forms, comment cards and guest letters.

Takes proactive approaches when dealing with employee concerns.

Extends professionalism and courtesy to employees at all times.

Communicates/updates all goals and results with employees.

Meets semiannually with staff on a one-to-one basis.

Schedules the team against guest and hours/occupied room goals.

Monitors compliance with standards and procedures.

Performs hourly job functions as needed.

Providing Exceptional Customer Service Provides excellent customer service by being readily available/approachable for all guests.

Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department.

Takes proactive approaches when dealing with guest concerns.

Extends professionalism and courtesy to guests at all times.

Responds timely to customer service department request.

Verifies all team members meet or exceed all hospitality requirements.

Managing Profitability Performs required annual Quality audit with General Manager (GM) & Regional Director (RD).

Verifies that a viable key control program is in place.

Reviews financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement.

Conducting Human Resources Activities Interviews and assists in making hiring decisions.

Promotes both Guarantee of Fair Treatment and Open Door policies.

Verifies that orientations for new team members are thorough and completed in a timely fashion.

MANAGEMENT COMPETENCIES Leadership Adaptability
– Determines how change impacts self and others; displays flexibility in adjusting priorities; and communicates both the reasons for change and how it impacts the workplace.

Communication
– Customizes approach to conveying complex information and ideas to others in a convincing and engaging manner; appropriately interprets verbal and non-verbal behavior; and models active listening to ensure understanding Problem Solving and Decision Making
– Models and coaches others on breaking complex issues into manageable parts, identifying and evaluating alternatives and their implications before making decisions, and involving and gaining agreement from others when making key decisions.

Professional Demeanor
– Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.

Managing Execution Building and Contributing to Teams
– Leads and participates as a member of a team to move the team toward the completion of common goals while fostering cohesion and collaboration among team members.

Driving for Results
– Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required.

Planning and Organizing
– Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements for self and/or others to accomplish goals and ensure work is completed.

Building Relationships Coworker Relationships
– Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships.

Customer Relationships
– Develops and sustains relationships based on an understanding of customer needs and actions consistent with the company’s service standards.

Global Mindset
– Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.

Generating Talent and Organizational Capability Organizational Capability
– Evaluates and adapts the structure of team assignments and work processes to best fit the needs and/or support the goals of an organizational unit.

Talent Management
– Provides guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.

Learning and Applying Professional Expertise Applied Learning
– Seeks and makes the most of learning opportunities to improve performance of self and/or others.

Business Acumen
– Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach team, business, and administrative challenges.

Technical Acumen
– Understands and utilizes 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 Detail Orientation
– The ability to attend to and verify the accuracy and completeness of details in work activities.

This includes focusing on the small details of work activities and taking the necessary time to ensure that all the details of completed work are correct and of high quality.

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
– Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).

Mathematical Reasoning
– Demonstrates ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues.

Oral Comprehension
– Demonstrates ability to listen to and understand information and ideas presented through spoken words and sentences.

Reading Comprehension
– Demonstrates understanding of written sentences and paragraphs in work-related documents.

Writing
– Communicates effectively in writing as appropriate for the needs of the audience.

At Marriott, we are committed to putting our associates first and their health and safety are our highest priorities.

This position requires associates to be fully vaccinated for COVID-19 per current Public Health Agency of Canada standards or approved for a Human Rights accommodation Marriott International is an equal opportunity employer.

We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture.

We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

Notification to Applicants: The Westin Ottawa takes seriously its obligations under provincial human rights and accessibility legislation (such as the Accessibility for Ontarians with Disabilities Act, 2005, the Accessibility for Manitobans Act, and Nova Scotia Accessibility Act).

We are happy to 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 CanadaApplicationAccommodationmarriott.com 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.