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About the Role

Functions as the strategic business leader of rooms operations and acts as General Manager in his/her absence. Areas of responsibility include Front Office, Retail/Gift Shops, Recreation/Fitness Center, Housekeeping and Security/Loss Prevention. Oversees the development and implementation of departmental strategies, ensuring brand service strategy and initiatives are met. Focuses on growing revenues and maximizing financial performance of the department.

Responsibilities

Develop and implement departmental strategies.
Ensure implementation of brand service strategy and initiatives.
Meet brand's target customer needs.
Ensure employee satisfaction.
Grow revenues and maximize financial performance of the department.
Develop and implement property-wide strategies.
Deliver products and services to meet or exceed customer and employee needs.
Provide a return on investment.
Develop an operational strategy aligned with the brand's business strategy.
Review comment cards, guest satisfaction results, and other data to identify areas of improvement.
Evaluate if Operations Team is meeting service needs and provide feedback.
Participate in public space walk-throughs with Engineering and Housekeeping.
Ensure guest rooms, public space, and back of the house areas are well maintained.
Ensure preventative maintenance processes are in place.
Tour building regularly, speaking with employees and guests.
Assess operational opportunities.
Review findings from comment cards and guest satisfaction results with leadership.
Ensure appropriate corrective action is taken.
Implement sustainable work processes and systems.
Review reports and financial statements to determine Rooms operations performance against budget.
Communicate a clear and consistent message regarding departmental goals.
Ensure employees are treated fairly and equitably.
Celebrate successes and publicly recognize team member contributions.
Foster employee commitment to providing excellent service.
Participate in daily stand-up meetings.
Model desired service behaviors.
Make and execute necessary decisions to keep property moving forward.
Attend owners meetings and provide meaning or context to operational and financial results.
Establish relationship with owner as a business partnership.
Support the relationship between the General Manager and the owner.
Coach and support operations team to effectively manage occupancy & rate, wages, and controllable expenses.
Determine areas of concern with direct reports and establish ways to improve financial performance.
Lead cost containment efforts within Rooms operations.
Focus on maintaining profit margins without compromising guest or employee satisfaction.
Identify key drivers of business success.
Keep Rooms leadership focused on critical few to achieve results.
Create an atmosphere in all Rooms and Food and Beverage areas that meets or exceeds guest expectations.
Champion the brand’s service vision for product and service delivery.
Ensure alignment amongst the Rooms leadership teams.
Ensure core elements of the service strategy are in place.
Establish and maintain open, collaborative relationships with direct reports and the entire Rooms operations team.
Interface with customers on a regular basis to obtain feedback.

Requirements

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.

About the Company

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.
The St. Regis Toronto 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.

Equal Opportunity

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.
We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
If you require an accommodation in relation to this job posting, our online application or an interview, please call 905-366-5227 or email CanadaApplicationAccommodation@marriott.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.