Assistant Director of Services

JOB SUMMARY

 

Assists in managing housekeeping functions and staff on a daily basis to ensure property guest rooms, public space and employee areas are clean and well maintained. Directs and works with team to successfully execute all housekeeping operations. Position focuses on ensuring guest and employee satisfaction and achieving the operating budget. Responsible for inspecting areas of responsibilities and following up with a plan for improving results.

 

CANDIDATE PROFILE

 

Education and Experience

• High school diploma or GED; 2 years experience in housekeeping or related professional area.

OR

• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.

 

CORE WORK ACTIVITIES

 

Managing Housekeeping Operations and Budgets

• Reviews staffing levels to ensure the guest service, operational needs and financial objectives are met.

• Obtains list of rooms to be cleaned immediately and list of prospective check-outs or discharges to prepare work assignments.

• Inventories stock to ensure adequate supplies.

• Supervises an effective inspection program for all guestrooms and public space.

• Understands the impact of department’s operations on the overall property financial goals and objectives and manages to achieve or exceed budgeted goals.

• Ensures all employees have proper supplies, equipment and uniforms.

• Communicates areas that need attention to staff and follows up to ensure understanding.

• Supervises daily housekeeping shift operations and ensures compliance with all housekeeping policies, standards and procedures.

• Participates in departmental meetings and continually communicates a clear and consistent message regarding the departmental goals to produce desired results.

 

Conducting Human Resources Activities

• Uses all available on the job training tools to train new room attendants and provide follow-up training as necessary.

• Establishes and maintains open, collaborative relationships with employees and ensures employees do the same with them.

• Schedule employees to business demands and for tracks employee time and attendance.

• Ensures employees understand expectations and parameters.

• Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to policy.

• Observes service behaviors of employees and provides feedback to individuals.

• Ensures employee recognition is taking place on all shifts.

• Solicits employee feedback, utilizes an “open door” policy, and reviews employee satisfaction results to identify and address employee problems or concerns.

• Participates in employee progressive discipline procedures.

• Review employee satisfaction results.

• Participates in interviewing and hiring of team members with the appropriate skills.

 

Ensuring Exceptional Customer Service

• Sets a positive example for guest relations.

• Participates in the development and implementation of corrective action plans to improve guest satisfaction.

• Empowers employees to provide excellent customer service.

• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.

• Responds to and handles guest problems and complaints.

• Strives to improve service performance.

 

The salary range for this position is $77,000 to $90,000 annually. Marriott offers a bonus program, comprehensive health care benefits, 401(k) plan with up to 5% company match, employee stock purchase plan at 15% discount, accrued paid time off (including sick leave where applicable), life insurance, group disability insurance, travel discounts, adoption assistance, paid parental leave, health savings account (except for positions based out of or performed in Hawaii), flexible spending accounts, tuition assistance, pre-tax commuter benefits, other life and work wellness benefits, and may include other incentives such as stock awards and deferred compensation plans. Benefits and incentive compensation may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions.  

The compensation and benefits information is provided as of the date of this posting. Marriott reserves the right to modify compensation and benefits at any time, with or without notice, subject to applicable law.

 

JW Marriott is part of Marriott International’s luxury portfolio and consists of more than 100 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you’re happy, our guests will be happy. JW Marriott associates are confident, innovative, genuine, intuitive, and carry on the legacy of the brand’s namesake and company founder, J.Willard Marriott. Our hotels offer a work experience unlike any other, where you’ll be part of a community and enjoy true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can pursue your passions in a luxury environment with a focus on holistic well-being. Treating guests exceptionally starts with the way we take care of our associates. That’s The JW Treatment™. In joining JW Marriott, 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.