Additional Information Director of Rooms

Job Number 24140838

Job Category Rooms & Guest Services Operations

Location Brisbane Marriott Hotel, 515 Queen Street, Brisbane, Queensland, Australia VIEW ON MAP

Schedule Full-Time

Located Remotely? N

Relocation? N

Position Type Management

Job Summary

Functions as the strategic business leader of the property's room operations. Areas of responsibility include Front Office, Recreation/Health Club and Housekeeping. The position involves working with direct reports (department heads) to develop and implement departmental strategies and ensure the implementation of the brand service strategy and brand initiatives. The position ensures Rooms Operations meets the brand’s standards, targets customer needs, ensures associate satisfaction, focuses on growing revenues and maximizes the department's financial performance. As a member of the Executive Committee, develops and implements property-wide strategies that deliver products and services to meet or exceed the needs and expectations of the brand’s target customers and associates and provide a return on investment to the owner and Marriott International.

Position Summary

Oversee and direct all aspects of departmental operations, making business decisions for the department.
You will be fully accountable for sales, profit, guest satisfaction, associate satisfaction, operations, and stock management and will be required to monitor performance against budget.
Manage day-to-day operations and ensure the quality and standards of the hotel and guest expectations are met.
Review reports and financial statements to determine Room operations performance against the budget.
Handle complaints, settle disputes, and resolve grievances and conflicts by negotiating with relevant parties.
Manages staffing levels to ensure that guest service, operational needs and financial objectives are met
Be the “face of the hotel” - engaging and inspiring guests through each guest interaction from arrival to departure.
Build and strengthen relationships with existing and new customers, anticipating their needs and enabling future bookings.
Understand and manage the impact of the department’s operations on the overall property financial goals and objectives to achieve or exceed goals.
Develop and manage relationships with key stakeholders, both internal and external.
Ensure you and the team uphold all company policies and procedures whilst demonstrating Marriott Hotel’s core values.

Managing Profitability

Demonstrates and communicates key drivers of guest satisfaction for the brand’s target customer.
Analyzes service issues and identifies trends.
Makes and executes the necessary decisions to keep the property moving forward toward achieving goals.
Works with the Rooms management team to develop an operational strategy that is aligned with the brand’s business strategy and leads its execution.

Managing Revenue Goals

Monitors Room operations sales performance against budget.
Review reports and financial statements to determine Room operations performance against budget.
Coaches and supports the operations team to effectively manage occupancy & rate, wages and controllable expenses.
Review the Wage Progress Report, compare budgeted wages to actual wages, coach direct reports to address problem areas, and hold the team accountable for results.

Leading Operations and Department Teams

Champions the brand’s service vision for product and service delivery and ensures alignment amongst the Rooms leadership teams.
Develops systems to enable associates to understand guest satisfaction results.
Communicates a clear and consistent message regarding departmental goals to produce desired results.

Managing The Guest Experience

Review guest feedback with the leadership team and ensure appropriate corrective action is taken.
Responds to and handles guest problems and complaints.
Stays visible and interfaces with customers on a regular basis to obtain feedback on the quality of product, service levels and overall satisfaction.
Creates an atmosphere in all Rooms and Food and Beverage areas that meets or exceeds guest expectations.

About You

Experience with OPERA property management system or similar
Relevant experience in a similar managerial role
Working rights in Australia
Enthusiastic about escalating your career
Self-motivated, driven and energized in a fast-paced environment
Armed with smart solutions and a can-do attitude

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.

Marriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh-so-familiar all around the globe. As a host with Marriott Hotels, you will help keep the promise of “Wonderful Hospitality. Always.” by delivering thoughtful, heartfelt, forward-thinking service that upholds and builds upon this living legacy. With the name that’s synonymous with hospitality the world over, we are proud to welcome you to explore a career with Marriott Hotels. In joining Marriott Hotels, 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.

JW Marriott is part of Marriott International's luxury portfolio and consists of more than 100 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you’re happy, our guests will be happy. JW Marriott associates are confident, innovative, genuine, intuitive, and carry on the legacy of the brand’s namesake and company founder, J.Willard Marriott. Our hotels offer a work experience unlike any other, where you’ll be part of a community and enjoy true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can pursue your passions in a luxury environment with a focus on holistic well-being. Treating guests exceptionally starts with the way we take care of our associates. That’s The JW Treatment™. In joining JW Marriott, 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.