Franchised Hotel Manager
Franchised Hotel Manager
Marriott International, Inc.
Hospitality - Hotel
Posting Date Feb 22, 2018
Job Number 18000IYZ
Job Category Rooms and Guest Services Operations Location JW Marriott Nashville, Nashville, Tennessee VIEW ON MAP Brand Marriott Hotels Resorts /JW Marriott Schedule Full-time Relocation? Yes
Position Type Management
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Thank you for your interest in this position. It is a job opportunity with one of Marriott International's franchisees.
Additional Information: This hotel is owned and operated by an independent franchisee, Turnberry Associates. The franchisee controls all aspects of the hotel's employment policies and practices, including the selection and hiring process. If you accept a position at this hotel you will be employed by a franchisee and not by Marriott International.
Join our entrepreneurial team of professionals as we continue our pursuit of excellence at our newest hotel development, the JW Marriott in Downtown Nashville. The impressive JW Marriott Nashville will rise on the highest elevation points of the city and be one of the tallest buildings in Nashville. With 533 guestrooms and 50,000 sq. ft. of meeting space this newest addition to Music City skyline will enhance and elevate Nashville appeal to business and leisure travelers alike. Scheduled to open in 2018, the hotel will also feature Bourbon Steak House by Michael Mina, a full service Starbucks, a Lobby Cafe and 3-Meal Restaurant.
JW Marriott is part of Turnberry Associates. Turnberry Associates has built over 20 million square feet of retail space, more than 7,000 luxury condominium and condo-hotel units, 1.5 million square feet of class office space, in excess of 2,000 hotel and luxury resort rooms, as well as a number of exciting new projects currently in various phases of development.
Position is based in Nashville.
Functions as the strategic business leader of the property's Rooms department. Responsible for planning, developing, implementing and evaluating the quality of property 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 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 target customer and employees and provides a return on investment to the owner and company.
Essential Job Functions
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Leading Rooms Team
Champions the brand 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 property.
Works with managers to determine staffing needs and making hiring decisions, working with HR team to acquire appropriate talent.
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 policyand 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.
Analyzes service issues and identifies trends.
Works with Rooms team to develop an operational strategy that is aligned with the brand business strategy and leads its execution.
Reviews and audits expenses.
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 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 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.
Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.
Qualifications, Job Knowledge, Experience, Skills, Abilities
- 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; 4 yearsexperience 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.
This company is an equal opportunity employer.