Additional Information

Job Number 26101714

Job Category Rooms & Guest Services Operations

Location P.O Box 4558, Vienna Street, Ras Al Khaimah, United Arab Emirates, United Arab Emirates,VIEW ON MAP

Schedule Full Time

Located Remotely N

Position Type Management

Job Summary

Responsible for the management and coordination of all Rooms area departments (including Front Office, Engineering/Maintenance and Housekeeping) and managing staff. Plans, develops, implements and evaluates the quality of 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 being followed. Leads specific team while assisting with meeting or exceeding property goals. The position ensures that the Rooms division meet the brand's standards, targets customer needs, ensures employee satisfaction, focuses on growing revenues and maximizes the financial performance of the department.

CANDIDATE PROFILE

Education And Experience

2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; 4 years experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.

OR

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

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.

RC RAK, Al Hamra Rooms Division Manager