Job Number 23211937 Job Category Rooms & Guest Services Operations Location The Ritz-Carlton Rabat Dar Es Salam, KM 9 Avenue Mohammed VI, Rabat, Morocco, Morocco VIEW ON MAP Schedule Full-Time Located Remotely? N Relocation? N Position Type Management ABOUT THE HOTEL With a planned opening in spring 2024, The Ritz-Carlton Rabat Dar Es Salam will manifest the people and the culture of the city and will become synonymous of luxury service and innovative design with one-of-a-kind food, beverage and entertainment offerings. Built upon a blend of Moroccan and Asian elegance, The Ritz-Carlton Rabat, Dar es Salam offers a tranquil retreat set amid 440 acres of oak forest, landscaped gardens and a manmade lake. The hotel honors its surroundings and heritage with luxury amenities and bespoke services. 117 luxury rooms and suites blending Art Deco and Moroccan styles Six restaurants and lounges with garden and fountain views Spa with eight treatment rooms, two couple's suites and a traditional hammam More than 25,700 sq. ft. of indoor and outdoor event space Recreation including indoor and outdoor pools, tennis and a jogging track Access to the Royal Golf Dar Es Salam and the Royal Equestrian Club ABOUT THE POSITION The ideal candidate for this position has extensive experience in luxury brands in a Director of Rooms position and is fluent in French and English. Ideally you would have prior experience in leading a hotel opening or major renovation/conversion. You will function as the strategic business leader of the property's Rooms department. You will be responsible for planning, developing, implementing and evaluating the quality of property's rooms. Your position works with direct reports to develop and implement departmental strategies and ensures implementation of the brand service strategy and brand initiatives. You ensure Rooms operations meet The Ritz-Carlton standards, targets customer needs, ensures employee satisfaction, focuses on growing revenues and maximizes the financial performance of the department. You develop and implement property-wide strategies that deliver products and services to meet or exceed the needs and expectations of the brand's target customer and employees and provides a return on investment to the owner and company. AND THIS IS WHAT WE HAVE FOR YOU: Attractive remuneration and bonus scheme Excellent career opportunities within the world's largest hotel chain Marriott international Regular training and well-founded further education opportunities Participation in the worldwide ‘Take Care'' program for employees where regular workshops, trainings and meetings on the topics of Physical, Mental and Financial Wellbeing take place Worldwide discounted accommodations in over 8,000 hotels worldwide CANDIDATE PROFILE Education and Experience * 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; 4 years experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area. OR * 4-year bachelor's degree in Business Administration, Hotel and Restaurant Management, or related major; 2 years experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area. CORE WORK ACTIVITIES Leading Rooms Team * Champions the brand's service vision for product and service delivery. * Communicates a clear and consistent message regarding departmental goals to produce desired results. * Makes and executes the necessary decisions to keep property moving forward toward achievement of goals. * Monitors and promotes room rates, specials, and promotions at the residence. Managing Profitability * Analyzes service issues and identifies trends. * Works with Rooms team to develop an operational strategy that is aligned with the brand's business strategy and leads its execution. * Reviews and audits expenses. Managing Revenue Goals * Monitors Rooms operations sales performance against budget. * Reviews reports and financial statements to determine Rooms operations performance against budget. * Coaches and supports operations team to effectively manage occupancy and rate, wages and controllable expenses. * Compares budgeted wages to actual wages, coaching direct reports to address problem areas and holding team accountable for results. Ensuring and Providing Exceptional Customer Service * Demonstrates and communicates key drivers of guest satisfaction for the brand's target customer. * Delivers excellent customer service throughout the customer experience and encourages the same from other employees. * Reviews guest feedback with leadership team and ensures appropriate corrective action is taken. * Coordinates and communicates event details both verbally and in writing to the customer and property operations. * 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. * Stays available to solve problems and/or suggest alternatives to previous arrangements. * Interacts with guests to obtain feedback on product quality and service levels. * Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction. * Works to continually improve customer service by integrating obtained feedback and personal judgment into action plans. * Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement. * Ensures that employees understand expectations and parameters for Room duties. * Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results. Managing and Conducting Human Resources Activities * Interviews and hires employees. * Ensures employees are treated fairly and equitably. * Ensures that regular, ongoing communication is happening in Rooms (e.g., pre-shift briefings, staff meetings). * Fosters employee commitment to providing excellent service, participates in daily stand-up meetings and models desired service behaviors in all interactions with guests and employees. * Incorporates guest satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to continually improve results. * Sets goals and expectations for direct reports using the performance review process and holds staff accountable for successful performance. * Solicits employee feedback, utilizes an “open door policy” and reviews employee satisfaction results to identify and address employee problems or concerns. * Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and supports the Peer Review Process. * Conducts annual performance appraisal with direct reports according to Standard Operating Procedures. * Champions change, ensures brand and regional business initiatives are implemented and communicates follow-up actions to team as necessary. * Identifies talents of direct reports and their teams, and assists with their growth and development plans. 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.
Détails du poste Lieu de travail Rabat Maroc Domaine de la société Autres Services de Soutien aux Entreprises Type de société Employeur (secteur privé) Type demploi Non spécifié Salaire mensuel Non spécifié Nombre de postes à pourvoir Non spécifié