Marriott International

FLEX OSR Rooms Operations Manager

Marriott International • $75K — $95K *
Bethesda, MD 20817In-Person
Hospitality & Recreation
Less than 5 years of experience
Today
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Job Overview by Ladders

Qualifications

  • High school diploma or GED with 4+ years in guest services, front desk, or housekeeping; or a 2-year degree with 2 years in guest services and 2 years in hotel leadership.
  • Proficiency in front and back office systems, particularly Lightspeed, PMS, GXP/Empower, MARSHA, Opera, and FOSSE.
  • Union or CBA experience preferred.
  • Leadership experience in Front Office and Housekeeping is preferred.
  • Luxury hotel experience is preferred.

Responsibilities

  • Manage execution of operations in the rooms departments (Front Office, Housekeeping).
  • Drive adoption of key Marriott International initiatives and standards.
  • Support guest satisfaction and engagement through proactive service.
  • Communicate goals and outcomes with associates regularly.
  • Create an empowering environment focused on teamwork and service excellence.
  • Lead teams to meet guest expectations and optimize scheduling for efficiency.
  • Manage departmental budget during assignments.

Benefits

  • 100% travel required, providing diverse operational experiences across various hotels.
  • Opportunity to temporarily fill leadership gaps and drive significant operational improvements.
  • Engagement in hands-on management across multiple services, enhancing skillsets in a dynamic setting.
  • Professionally rewarding position with a focus on high-quality service delivery and guest satisfaction.
Full Job Description
Job Description

JOB SUMMARY

This role will support hotels in all brands across the portfolio in USA and Canada.

100% travel is required.

Members of this team will be deployed to temporary assignments of varying durations (based on specific hotel needs). This job is designed to "fill the gaps" in the operations of our hotels as identified by leadership.

The Rooms Operation Manager is an experienced multi-discipline leader who can quickly adapt to varying environments and complexities in managing the execution of all operations including managing staff in the rooms area departments (e.g., all areas of Front Office, AYS, Bell Stand, Valet, Concierge and Club Lounge and all areas of Housekeeping Operations). Assignments will be focused on, but not limited, to the rooms discipline. Understands brand standards and operations requirements for performance in each of the discipline areas. Coordinates labor scheduling and leads shifts across each discipline area depending on property need. Directs and works with associates to carry out guest arrival and departure procedures. Accountable for supporting compliance with brand standards, tone, and voice as well as legal obligations. Leads shift teams to provide consistent, high quality service. Coordinates and leads daily stand-up meetings. Communicates performance expectations and trains staff in processes. Strives to continually improve guest, associate satisfaction, and maximize financial performance.

Performance will be evaluated after each assignment based on feedback from the Assignment Initiator. Rooms Operations Managers are expected to demonstrate professional behavior and appearance, in accordance with brand voice for the assignment.

CANDIDATE PROFILE

Education and Experience
  • High school diploma or GED; at least 4 years of 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 of experience in the guest services, front desk, housekeeping, or related professional area and 2 years hotel leadership experience. Luxury experience preferred.

  • Must be proficient in front and back office systems including Lightspeed, PMS, GXP/Empower, MARSHA and HotSoS (Opera and FOSSE, and StayPMS highly preferred).


  • Union or CBA experience preferred.


  • Experience in Front Office and Housekeeping leadership preferred.


CORE WORK ACTIVITIES

Managing Property Rooms Operations Function(s)
  • Assists in managing the execution of all operations in the rooms area departments (e.g., Front Office, Housekeeping).
  • Drives adoption of all key Marriott International initiatives.
  • Champions GXP efforts to drive engagement and guest satisfaction scores.
  • Champions Marriott's Commitment to Clean processes and critical brand standards.
  • Provides Marriott Bonvoy Loyalty Subject Matter Expertise with program and procedures.
  • Takes proactive approaches when dealing with associate concerns.
  • Extends professionalism and courtesy to associates and guests.
  • Communicates/updates all goals and results with associates.
  • Assists/develops the team to optimize scheduling with regards to guest satisfaction and department P&L objectives.
  • Performs hourly job functions as permitted with local work rules.
  • Performs other duties, as assigned, to meet business needs.


Leading Room Operations Team
  • Verifies that goals are being translated to the team as they relate to guest tracking and productivity.
  • Creates and nurtures a property environment that emphasizes motivation, empowerment, teamwork, continuous improvement, and a passion for providing service.
  • Understands associate and guest satisfaction survey results and develops strategic plans to support need areas and expand on the strengths for each.
  • Verifies that the team has the resources and capabilities to meet leadership and P&L expectations.
  • Leads by example demonstrating self-confidence, energy, and enthusiasm.
  • Assists associates in understanding guests' expectations and strives to exceed them.


Managing and Monitoring Activities that Affect the Guest Experience
  • Understands and effectively supports the company's expanded brand portfolio and culture.
  • Provides excellent customer service by being readily available/approachable to all guests.
  • Strives to continually improve guest and associate satisfaction by being proactive.
  • Always extends professionalism and courtesy to guests.
  • Responds timely to customer service department requests.


Managing Profitability
  • Assists in supporting components of Marriott's Global Audit Program and Global Accountability Program
  • Effectively manages to department budget during assignment.
  • Reviews financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement.


Safety & Security
  • Verifies that a viable key control program is in place.
  • Ensures minimization of controllable losses by proactive training, policy enforcement and technical expertise in the areas of safety.
  • Adheres to department's traveling manager specific LSOPs.


Conducting Human Resources Activities
  • Provides support to property associates and solicits feedback to share with hotel leadership team.
  • Verifies that orientations for new team members are thorough and completed in a timely fashion.
  • Celebrates successes and officially recognizes the contributions of team members.

About Marriott International

Marriott International is a hospitality company with more than 3,900 properties around the world. Marriot International opened its first hotel in 1957 and operates franchises worldwide. The company’s headquarters is based in Maryland and employees nearly 200,000 people worldwide.   The company was founded by J. Willard and Alice Marriott in 1927 by opening a root beer stand in Washington D.C.

Marriott International Careers

Join the vibrant team at Marriott International, the global leader in hospitality, where career opportunities abound and the potential for growth is limitless. As part of our commitment to innovation and leadership in the industry, we are continuously seeking passionate, creative, and driven individuals to join our diverse team. Work You’ll Do At Marriott International, you will be part of a culture that values diversity, leadership, and professional development. Engage in meaningful work that enhances the travel experience of each guest while fostering a positive environment where all team members can thrive. Our team at Marriott International leads the way in delivering exceptional service and innovative hospitality solutions. With a variety of job opportunities ranging from front-line roles to executive positions, you can find the perfect match for your skills and career ambitions. Marriott International’s commitment to growth and innovation means we are always on the lookout for dynamic professionals to join our team. Whether you are seeking your first job, looking for a challenging leadership role, or aiming to specialize in hospitality management, Marriott offers unparalleled employment opportunities. Internship and Training Programs Kickstart your career with Marriott International’s internship programs. These opportunities provide invaluable industry experience and a chance to develop essential skills in a real-world setting. Interns at Marriott are treated as integral members of the team and are involved in projects that make a tangible impact on the company. In addition to internships, we offer comprehensive diversity training and professional development programs that prepare you for future leadership roles within the company. Our training programs are designed to enhance your capabilities and ensure you are equipped to meet the challenges of the evolving hospitality landscape. Benefits and Career Growth Marriott International believes in rewarding our employees for their dedication and hard work. We offer a competitive benefits package that includes health, vision, and dental insurance, employee discounts, and more. Moreover, we are committed to the professional growth of our employees. Career advancement at Marriott is not just a possibility—it is a priority. Join Our Team Explore the wide range of job opportunities at Marriott International. We are hiring across various departments, including management, customer service, culinary arts, and more. Bring your unique skills and perspective to our team, and help us continue to innovate and lead in the hospitality industry. Networking and Professional Development Stay connected and advance your career through Marriott’s extensive networking opportunities. Our professional community is designed to foster connections that can lead to career advancement and personal growth. Engage with leaders, gain industry insights, and build relationships that will support your career aspirations. Apply Now Ready to take the next step in your career? Search open positions that match your skills and interests on the Marriott Careers page. We look for individuals who are curious, team-oriented, and committed to excellence. Prepare your resume, sharpen your interview skills, and join one of the most respected names in the global hospitality industry. Stay Up to Date Keep informed with the latest career tips, company news, and industry insights from Marriott International. Join our community and discover how you can contribute to the world of hospitality and beyond. Explore job opportunities, embrace professional growth, and become part of a company that values innovation and leadership. At Marriott International, your career journey is just beginning.
Learn more about Marriott International
Size
120,000 employees
Market Cap
$46.5 billion
Industry
Hospitality & Recreation
Net Income
-$267 million
Founded
1927
5 Year Trend
-2.1%
Revenue
$10.5 billion
NASDAQ
MAR
* Ladders Estimates

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