Additional InformationGuest Services
Job Number25128516
Job CategoryRooms & Guest Services Operations
LocationThe Westin Ottawa, 11 Colonel By Drive, Ottawa, ONT, Canada, K1N 9H4
ScheduleFull Time
Located Remotely?N
Position Type Management

JOB SUMMARY

Entry level management position that focuses on supporting the day-to-day activities of Rooms Operations and supervision of related areas that include Housekeeping, Recreation. Laundry, Staff, AYS and Concierge/Guest Services. Position directs and works with employees to carry out guest arrival and departure procedures and to maintain the property’s cleanliness standards. Strives to ensure guest and employee satisfaction and achieve the operating budget.

EDUCATION AND EXPERIENCE

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

PROVIDING FOR AND MANAGING THE GUEST EXPERIENCE

• 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 and
• Sets a positive example for guest relations.
• Interacts with guests to obtain feedback on product quality and service levels; effectively responding 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.

MANAGING AND CONDUCTING HUMAN RESOURCES ACTIVITIES

• Provides support for operational functions as necessary.
• Trains staff and monitoring adherence to all relevant policies and procedures.
• Participates in department meetings and continually communicating 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.
• Helps to train employees in safety procedures and supervises their ability to execute departmental and property emergency procedures.
• Observes service behaviors of employees and providing feedback to individuals; continuously striving to improve service performance.
• Empowers employees to provide excellent customer service within guidelines.
• Participates as needed in the interviewing and hiring of Room operations employee team members with the appropriate skills.
• Uses all available on the job training tools for employees; supervising on-going training initiatives and conducting training when appropriate.
• Communicates performance expectations employees in accordance with job descriptions for each position.
• Participates in the employee performance appraisal process, giving feedback to Room Operations Managers on individual employee performance issues.
• Coaches, counsels and encourages employees.
• Participates in employee progressive disciplinary procedures as required.
• Handles employee questions and concerns.
• Participates in an ongoing employee recognition program.
• Effectively schedules employees to business demands and tracks employee time and attendance.
• Assists in performing the payroll function.
• Oversees daily shift operations and ensures compliance with all policies, standards and procedures.
  The salary range for this position is $56,000 to $73,000 annually.
  At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
  Notification to Applicants: The Westin Ottawa takes seriously its obligations under provincial human rights and accessibility legislation (such as the Accessibility for Ontarians with Disabilities Act, 2005, the Accessibility for Manitobans Act, and Nova Scotia Accessibility Act). We are happy to provide accommodations to job applicants needing assistance. If you require an accommodation in relation to this job posting, our online application or an interview, please call 905-366-5227 or email CanadaApplicationAccommodation@marriott.com and a member of our Human Resources team will respond to your request. Please note that this phone number and email are only for those individuals who would like to request an accessibility accommodation as part of the recruiting process.
  At Westin, we are committed to empowering guests to regain control and enhance their well-being when they need it most while traveling, ensuring they can be the best version of themselves. To achieve the brand mission of becoming the preeminent wellness brand in hospitality, we need passionate and engaged associates to bring the brand’s unique programming to life. We want our associates to embrace their own well-being practices both on and off property. You are the ideal Westin candidate if you are passionate; you are active and take pride in how you maintain your well-being; you are optimistic; you are adventurous. Be where you can do your best work, begin your purpose, belong to an amazing globalteam, and become the best version of you

Please refer the Job description for details