Director of Rooms - Marriott Executive Apartments Hanoi West Lake at Marriott International

Job description

HOTEL DESCRIPTION Marriott Executive Apartments Hanoi West Lake is a 240‑key hotel comprising studio guestrooms and 1‑, 2‑, and 3‑bedroom apartments, each equipped with residential‑style amenities including a kitchen with stove, oven, refrigerator, microwave, dishwasher, as well as washer and dryer. The hotel will form part of a mixed‑use development incorporating commercial and retail spaces and is scheduled to open in Q2 2027. Facilities include a residents’ lounge, pool bar, swimming pool, fitness center, kids’ playground, BBQ area, and an arcade with pool table. The hotel also offers one meeting room of approximately 50 sqm, with an outdoor function space that potentially can be integrated with the pool deck and pool bar. Located along Vo Chi Cong Road, the hotel is just a 15-minute drive from West Lake, one of Hanoi’s most vibrant lifestyle destinations, known for its diverse collection of restaurants, cafés, bars, boutiques, and picturesque lakeside experiences JOB SUMMARY Functions as the strategic business leader of the property's Rooms department. Responsible for planning, developing, implementing and evaluating the quality of property’s rooms. Position works with direct reports to develop and implement departmental strategies and ensures implementation of the brand service strategy and brand initiatives. The position ensures Rooms operations meet the brand’s standards, targets customer needs, ensures employee satisfaction, focuses on growing revenues and maximizes the financial performance of the department. Develops and implements 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. 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