Asst. Residences Mgr Marriott International

Providing for and Managing the Guest Experience

Provides excellent customer service by being readily available/approachable for all guests.

Extends professionalism and courtesy to guests at all times.

Assists employees in understanding guests ever-changing needs and expectations, and exceeds them.

Ensures that all employees, team leaders (if applicable) and manager(s) understand the brand service culture.

Responds timely to customer service department request.

Supporting Safety Standards and Work Procedures

Implements property emergency plan.

Provides a safe working environment in compliance with OSHA/MSDS.

Implements and sustains property accident prevention programs.

Ensures a viable key control program is in place.

Follows property specific second effort and recovery plan.

Managing Property Operations and Department Budgets

Reviews financial statements, sales and activity reports, and other performance data to measure productivity, goal achievement and to determine areas in need of cost reduction and program improvement.

Assists/teaches the team scheduling (using Scheduling Tool) against guest and hours/occupied room goals.

Ensures barriers to achieving goals are being discussed and resolved by the team.

Extends professionalism and courtesy to employees at all times.

Ensures that the team has the capabilities to meet expectations.

Ensures that goals are being translated to the team as they relate to guest tracking and productivity.

Leads by example and demonstrates self-confidence, energy and enthusiasm.

Conducting Human Resources Activities

Ensures that staffing levels are appropriate to exceed guest expectations.

Promotes both Guarantee of Fair Treatment and Open Door policies.

Maintains current licenses and permits as prescribed by local, state and federal agencies.

Publishes all guest satisfaction results in a timely fashion including all guest satisfaction forms, comment cards and guest letters.

Solicits feedback for continuous improvement.

Ensures training plans are in place and being executed.

Ensures all team members meet or exceed all hospitality requirements.

Ensures Continuous Improvement Meetings (CIMS) are taking place weekly in each department.

Creates and nurtures a property environment that emphasizes motivation, empowerment, teamwork, continuous improvement and a passion for providing service.

Provides support for operations functions as appropriate