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About the Role

Entry-level management position supporting daily Rooms Operations and supervising areas including Housekeeping, Recreation, Laundry, Staff, AYS, and Concierge/Guest Services. This role directs employees in guest arrival/departure procedures and maintaining cleanliness standards, aiming for guest and employee satisfaction and operating budget achievement.

Responsibilities

Opens and closes Front Desk shifts and Housekeeping, ensuring completion of assigned shift checklist and other duties.
Runs and reviews critical information contained in room operations reports.
Understands the functions of Recreation, Laundry, Housekeeping, Bell Staff, AYS, Front Desk, and Concierge/Guest Services operations.
Temporarily supervises all areas of the Room Operations department in the absence of management.
Operates all department equipment as necessary and reporting malfunctions.
Ensures employees have the proper supplies and uniforms.
Understands night audit procedures and is able to comprehend and utilize reports as necessary.
Understands and complies with loss prevention policies and procedures.
Supervises same day selling procedures to maximize room revenue and property occupancy.
Verifies accuracy of room rates to maximize revenue opportunities.
Uses budgets, operating statements, and payroll progress reports as needed to assist in managing Room Operations.
Participates in the management of departmental controllable expenses to achieve or exceed budgeted goals.
Understands the impact of Room Operations on overall property financial goals and objectives.
Participates as needed in the investigation of employee and guest accidents.
Assists in the use of a guest information tracking system to ensure a successful repeat guest recognition program is in use.
Sets a positive example for guest relations.
Interacts with guests to obtain feedback on product quality and service levels; effectively responding to and handles guest problems and complaints, seeking assistance from supervisor as necessary.
Assists in the review of comment cards and guest satisfaction results with employees.
Provides support for operational functions as necessary.
Trains staff and monitors adherence to all relevant policies and procedures.
Participates in department meetings and continually communicating a clear and consistent message regarding Room Operations goals to produce desired results.
Supervises staffing levels to ensure guest service, operational needs, and financial objectives are met.
Helps to train employees in safety procedures and supervises their ability to execute departmental and property emergency procedures.
Observes service behaviors of employees and providing feedback to individuals; continuously striving to improve service performance.
Empowers employees to provide excellent customer service within guidelines.
Participates as needed in the interviewing and hiring of Room operations employee team members with the appropriate skills.
Uses all available on the job training tools for employees; supervising ongoing training initiatives and conducting training when appropriate.
Communicates performance expectations to employees in accordance with job descriptions for each position.
Participates in the employee performance appraisal process, giving feedback to Room Operations Managers on individual employee performance issues.
Coaches, counsels, and encourages employees.
Participates in employee progressive disciplinary procedures as required.
Handles employee questions and concerns.
Participates in an ongoing employee recognition program.
Effectively schedules employees to business demands and tracks employee time and attendance.
Assists in performing the payroll function.
Oversees daily shift operations and ensures compliance with all policies, standards, and procedures.

Requirements

High school diploma or GED; 4 years experience in the guest services, front desk, housekeeping, or related professional area.
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.

Skills

Guest services
Front desk operations
Housekeeping
Hotel and Restaurant Management
Hospitality
Business Administration
Room operations
Loss prevention
Budget management
Guest experience management
Human resources management
Staff training
Employee supervision
Scheduling
Payroll functions

Location

Toronto, Downtown

Work Type

Full-time

Experience Level

Entry level

Education Level

High school diploma or GED
2-year degree

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. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
At Courtyard, we’re passionate about better serving the needs of travelers everywhere. It’s what inspired us to create the first hotel designed specifically for business travelers, and it’s why the Courtyard experience today empowers our guests, no matter the purpose of their trip.
We’re looking for achievers who are passionate about providing a guest experience that goes above and beyond, enjoy being part of a small yet ambitious team, and love learning how to always improve – all while having fun.
In joining Courtyard, 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.

Equal Opportunity

Marriott International is 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.
Courtyard by Marriott Toronto Downtown takes seriously its obligations under provincial human rights and accessibility legislation.
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 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.