Executive Assistant Manager Rooms

[{{ $ctrl._job.status.name | translate}}] Executive Assistant Manager Rooms
The Ritz-Carlton, Astana

Posted

Job description

Education/ critical competences: High School diploma/G.E.D. equivalent
Preferred qualifications:     5+ years’ experience in the Rooms Division
Critical tasks:            Responsible for the management and coordinate of all departments in the Rooms Division. Plans, develops, implements and evaluates the quality of products and services given to our internal and external customers.
Reports to:                 Hotel Manager and General Manager
Key relationships:      Internal: All hotel employees
                                   External: Suppliers, hotel guests
 
Critical competences:  Specific tasks that will need to be completed in order to perform job
  • Ability to ascertain guests’/employees’ needs and comply with such to ensure guest/employee satisfaction.
  • Ability to think clearly, analyze and resolve problems exercising good judgment, in pressure situations.
  • Ability to focus on details.
  • Ability to input and access information into property management system.
  • Ability to exert physical effort in transporting supplies and move freely throughout the hotel.
  • Ability to work 10-15 hours per day, 5 to 7 days per week.
  • Ability to work without direct supervision.
  • Ability to ensure security and confidentiality of guest and hotel information.
  • Ability to motivate hotel staff and maintain a cohesive team.
  • Ability to work with constant interruptions and maintain a calm, pleasant and professional attitude.
  • Ability to enforce the hotel’s standards, policies and procedures with hotel staff.
  • Ability to prioritize and organize work assignments; delegate work.
  • Ability to direct performance of staff and follow up with corrections where needed.
  • Ability to remain calm and courteous with demanding /difficult guests and /or situations.
  •  
    Essential job function
  • To follow fire and work safety regulations.
  • Maintain complete knowledge at:
    • All hotel features/services, hours of operation,
    • All room types, numbers, layout, décor, appointments and locations.
    • All room rates, special packages and promotions.
    • Daily house count and expected arrivals/departures,
    • Previous day’s pick up and anticipated business levels.
    • Room availability status for any given day.
    • Scheduled in-house group activities, locations and times.
    • All hotel and divisional policies and procedures.
    • Monthly forecast and budget items.
  • Tour hotel daily; audit staff adherence to hotel policies and procedures; follow up with designated personnel where needed.
  • Review and audit expenses; paid-outs; miscellaneous; and verify all travel agents’ checks before signing and mailing.
  • Review departmental/divisional profits, payroll expenses, rooms’ expenses, Cost Per Occupied Room, previous day’s occupancy and room revenues.
  • Interview applicants for departmental managers and any other positions as needed.
  • Monitor the hiring, evaluation, training and discipline of all hourly employees by department managers to ensure consistency in administering direction; follow up with corrections where needed.
  • Prepare weekly work schedules and Manager on Duty schedules throughout the week to meet the business demands.
  • Assign work duties to staff in accordance with divisional procedures. Communicate additions or changes to the assignments as they arise throughout the week. Identify situations, which compromise the division’s standards and delegate these tasks.
  • Conduct weekly meetings with divisional managers and review all information pertinent to the week’s business.
  • Inspect the grooming and attire of staff; rectify any deficiencies.
  • Constantly monitor staff performance in all phases of service and job functions, ensuring that all procedures are carried out to divisional standards; rectify any deficiencies with respective personnel.
  • Monitor the staff’s interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel.
  • Assist staff with their job functions to ensure optimum service to guests.
  • Observe guest reaction and confer frequently with staff to ensure guest satisfaction.
  • Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
  • Promote positive guest relations at all times.
  • Monitor and handle guest complaints by following the instant pacification procedures and ensuring guest satisfaction.
  • Adhere to hotel requirements for guest/employee accidents or injuries and in emergency situations.
  • Anticipate sold-out situations and know how many rooms are overbooked. Assisting in locating alternative accommodations for guests and assist in “walking” guests, following hotel policies and procedures. Follow up the next day to ensure that guests are welcomed back to the hotel in accordance with hotel policies and procedures.
  • Review resumes for arriving groups; follow up with Front Office and housekeeping to ensure preparations are made for arrivals.
  • Review all out-of-order rooms daily with respective departments to determine most current status and estimated date for return to room inventory.
  • Provide feedback to staff on their performance. Handle disciplinary problems and counsel employees and managers according to hotel standards.
  • Foster and promote a cooperative working climate, maximizing productivity and employee morale.
  • Respond to all pages by beeper promptly.
  • Complete work orders for maintenance repair and submit to Engineering. Contact Engineering directly for urgent repairs
  • Document pertinent information in department’s log book
  • Prepare monthly, quarterly and yearly rooms division financial forecasts
  • Prepare annual capital expenditures report
  • Monitor monthly status of all accrual categories, i.e. linen, bathrobes, uniforms, etc
  • Administer pay increases according to length of service, performance evaluation and hotel policy standards
  • Monitor the effectiveness of implementing staffing guides
  • Provide training, development, professional discipline and positive support for all management personnel to ensure qualitative standards and growth for both the individual and the operation
  • Administer quarterly performance evaluations for all managers
  • Assist in the development of new marketing ideas within the division and related areas
  • Handle all guest comments and complaints in accordance with the instant guest pacification procedures to ensure guest satisfaction
  • Successfully complete the training certification process for this position and at least 6 different positions within different departments of the Rooms Division.
  • Establish, maintain quality recognition programs within the division
  • Facilitate divisional and departmental strategic planning meetings
  • Facilitates divisional and departmental meetings
  • Monitor and facilitate all internal defect reports relating to rooms division
  • Help to conduct line ups, review all information pertinent to the day’s business
  • Work with appropriate departments in setting future rates and special packages
  • Be a daily coach/mentor with any problem solving team meetings and with all contact with any hotel staff.
  • Attend designated meetings.
  • Successfully complete Manager on Duty training.
  • Carry out official orders of the immediate manager.
  •  
     
     
    At more than 80 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. As the premier worldwide provider of luxury experiences, we set the standard for rare and special luxury service the world over. We invite you to explore The Ritz-Carlton.

    JOB SUMMARY

    Functions as the strategic business leader of the property's Rooms department. Responsible for planning, developing, implementing and evaluating the quality of property’s rooms. Position works with direct reports to develop and implement departmental strategies and ensures implementation of the brand service strategy and brand initiatives. The position ensures Rooms operations meet the brand’s standards, targets customer needs, ensures employee satisfaction, focuses on growing revenues and maximizes the financial performance of the department. Develops and implements property-wide strategies that deliver products and services to meet or exceed the needs and expectations of the brand’s target customer and employees and provides a return on investment to the owner and company.

    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

    Leading Rooms Team

    • 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.

    • Review all out-of-order rooms daily with respective departments to determine most current status and estimated date for return to room inventory.

    Managing Profitability and Revenue Goals

    • Analyzes service issues and identifies trends.

    • Works with Rooms team to develop an operational strategy that is aligned with the brand’s business strategy and leads its execution.

    • Reviews and audits expenses (e.g., departmental/divisional profits, payroll expenses, rooms’ expenses, cost per occupied room, previous day’s occupancy and room revenues).

    • Conducts weekly meetings with divisional managers and review all information pertinent to the week’s business.

    • Prepares monthly, quarterly and yearly Rooms Division financial forecasts.

    • Prepares annual capital expenditures report.

    • 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 and rate, wages and controllable expenses.

    • 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 all Rooms areas 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 duties.

    • Monitor and handle guest complaints by following the instant pacification procedures and ensuring guest satisfaction.

    • Anticipate sold-out situations/and know how many rooms are overbooked. Assist in locating alternative accommodations for guests and assist in “walking” guests, following hotel policies and procedures. Follow-up the next day to ensure that guests are welcomed back to the hotel in accordance with hotel policies and procedures.

    • Review resumes for arriving groups; follow up with all departments to ensure preparations are made for arrivals.

    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 and hires employees.

    • Ensures employees are treated fairly and equitably.

    • Ensures that regular, ongoing communication is happening in Rooms (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 satisfaction 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.

    • Identifies talents of direct reports and their teams, and assists with their growth and development plans.

     
    The Ritz-Carlton is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. The Ritz-Carlton does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.

    Requirements

    See description

    Job type
    Fulltime job
    Location
    Astana, Kazakhstan
    Department
    Rooms division
    Starting in
    As soon as possible

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