Job Number 24076297

Job Category Rooms & Guest Services Operations

Location The Portman Ritz-Carlton Shanghai, Shanghai Center, Shanghai, China, China

Schedule Full-Time

Located Remotely? N

Relocation? N

Position Type Management

JOB SUMMARY

Assists in successfully planning, developing, implementing, and evaluating of the quality of property’s rooms. The position ensures Rooms Operations meet the brand’s standards and targets customer needs. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department. Ensures that standards and procedures are being followed. Assists in leading specific team while meeting or exceeding property goals.

CANDIDATE PROFILE

Education and Experience

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

OR

• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 2 years experience in guest services, front desk, housekeeping, or related professional area.

CORE WORK ACTIVITIES

Supporting the Leading of Rooms Team

• Champions the brand’s service vision for product and service delivery.

• Monitors and promotes room rates, specials, and promotions at the residence.

• Runs and reviews critical information contained in room operations reports.

• Understands the functions of the Front Office, Engineering/Maintenance and Housekeeping operations.

• Temporarily supervises all areas of the Room Operations department in the absence of the Room Operations management.

• Operates all department equipment as necessary and reporting malfunctions.

• Ensures employees have the proper supplies and uniforms.

• Understands and complies with loss prevention policies and procedures.

Contributing Information to Support Managing to Budget

• Verifies accuracy of room rates to maximize revenue opportunities.

• Uses budgets, operating statements and payroll progress reports as needed to assist in the management of the Room Operations.

• Participates in the management of departmental controllable expenses to achieve or exceed budgeted goals.

• Understands the impact of Room Operations on the overall property financial goals and objectives.

Ensuring Exceptional Customer Service

• Participates as needed in the investigation of employee and guest accidents.

• Assists in the use of a guest information tracking system to ensure that a successful repeat guest recognition program is in use to recognize guest preferences.

• Sets a positive example for guest relations.

• Interacts with guests to obtain feedback on product quality and service levels; effectively responds 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.

• Observes service behaviors of employees and providing feedback to individuals; continuously strives to improve service performance.

• Delivers excellent customer service throughout the customer experience and encourages the same from other employees.

• Empowers employees to provide excellent customer service within guidelines.

• 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.

• Interacts with guests to obtain feedback on product quality and service levels.

Managing and Conducting Human Resources Activities

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

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

• Uses all available on the job training tools for employees; supervises on-going 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.

• Coaches, counsels and encourages employees.

• Interviews and assists in making hiring decisions.

• Participates in employee progressive disciplinary procedures as required.

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

• Assists in performing the payroll function.

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

• Drives positive employee engagement by conducting the department feedback sessions and creating action plans to address open concerns.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

At more than 100 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. Attracting the world’s top hospitality professionals who curate lifelong memories, we believe that everyone succeeds when they are empowered to be creative, thoughtful and compassionate.

Every day, we set the standard for rare and special luxury service the world over and pride ourselves on delivering excellence in the care and comfort of our guests.

Your role will be to ensure that the “Gold Standards” of The Ritz-Carlton are delivered graciously and thoughtfully every day. The Gold Standards are the foundation of The Ritz-Carlton and are what guides us each day to be better than the next. It is this foundation and our belief that our culture drives success by which The Ritz Carlton has earned the reputation as a global brand leader in luxury hospitality. As part of our team, you will learn and exemplify the Gold Standards, such as our Employee Promise, Credo and our Service Values. And our promise to you is that we offer the chance to be proud of the work you do and who you work with.

In joining The Ritz-Carlton, 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.