Marriott International Looking for Front Desk Leader (HOD) at United Arab Emirates Full Time

JOB SUMMARY

Functions as the strategic business leader of the property’s Rooms Operation. Areas of responsibility include Front Office, Housekeeping, Recreation and Loss Prevention.
Works with direct reports to develop and implement departmental strategies and ensuring implementation of the brand service strategy and brand initiatives, ensuring Rooms Operations meet the brand’s standards, targets customer needs, ensuring associate satisfaction, focuses on growing revenues and maximizes the financial performance of the department
CRITICAL TASKS

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 property moving forward toward achievement of goals.
• Works with 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 Rooms operations sales performance against budget.
• Reviews reports and financial statements to determine Rooms operations performance against budget.
• Coaches and supports operations team to effectively manage 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.

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

• Reviews guest feedback with leadership team and ensures 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 quality of product, service levels and overall satisfaction.
• Creates an atmosphere in all Rooms areas that meets or exceeds guest expectations.

Managing and Conducting Human Resources Activities

• Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.
• Ensures associates are treated fairly and equitably.
• Ensures that regular, ongoing communication is happening in Rooms (e.g., pre-shift briefings, staff meetings).
• Fosters associate commitment to providing excellent service, participates in daily stand-up meetings and models desired service behaviors in all interactions with guests and associates.
• 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 associate feedback, utilizes an open door policy and reviews associate satisfaction results to identify and address associate 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.

CRITICAL 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.
• 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.
• Communication – Conveying information and ideas to others in a convincing and engaging manner through a variety of methods. Strong public presentation skills.
• Adaptability – Maintaining performance level under pressure or when experiencing changes or challenges in the workplace.

Managing Execution

• Planning and Organizing – Gathering information and resources required to set a plan of action for self and/or others prioritizing and arranging work requirements to accomplish goals and ensure work is completed.
• 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.
• Fostering Inclusion – Supporting associates with diverse styles, abilities, motivations, and/or cultural perspectives leveraging personal differences to achieve objectives and promoting a work environment where all associates are given the opportunity to contribute to their full potential.

Generating Talent and Organizational Capability

• Talent Management – Providing guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.
• Organizational Capability – Understanding and leveraging associate talent and capabilities to meet work needs supporting the attraction, selection, and/or retention of associates in order to achieve department and business objectives.

Learning and Applying Personal Expertise

• Applied Learning – Seeking and making the most of learning opportunities to improve performance of self and/or others.
• 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
• General Property Operations – Knowledge of the operating principles and practices of all brand/property-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).
• 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.

Business Acumen

• Understanding and utilizing business information (e.g., data used in the Marriott Balanced Scorecard related to Associate Engagement, Guest Satisfaction, and Property Financial Performance) to manage everyday operations and generate innovative solutions to approach business and administrative challenges

• Applied Business Knowledge – Evaluates market conditions, organizational objectives, and important aspects of the business to accurately diagnose market opportunities and threats anticipates opportunities and threats, identify issues, and develop strategies and plans. Aligning individual and team actions with strategies and plans to drive business results.
• Management of Capital Resources – Determines the appropriate allocation of money used to accomplish work goals, and submits expenses according to guidelines appropriately utilizes and maintains equipment, facilities, and materials needed to perform work activities.
• Administration and Management – Understands and applies the business and management information involved in strategic planning, resource allocation, human resources modeling, leadership techniques, production methods, and coordination of people and resources.

PREFERRED QUALIFICATIONS

Education and Related Work 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.

• 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.

Residence Inn by Marriott helps guests thrive while on long stays so they can perform at their best. Spacious suites with full kitchens offer the comforts of the modern home, while employees provide service with a human touch to business and leisure travelers alike. Working at Residence Inn, you will build relationships grounded in team work and experience the legendary Residence Inn service culture which focuses on delivering against the unique needs of long stay guests. Find Your World at Residence Inn by Marriott.