**Additional Information** **Job Number** 25030318 **Job Category** Rooms & Guest Services Operations **Location** JW Phuket Chalong Bay, One Marriott Drive, Phuket, Phuket, Thailand, 83000VIEW ON MAP (https://www.google.com/maps?q=JW%20Phuket%20Chalong%20Bay%2C%20One%20Marriott%20Drive%2C%20Phuket%2C%20Phuket%2C%20Thailand%2C%2083000) **Schedule** Full Time **Located Remotely?** N **Position Type** Management **HOTEL DESCRIPTION** The 189-key JW Marriott Phuket Chalong Bay Resort & Spa and the 277-key Courtyard by Marriott Phuket Chalong Bay are located at the northern end of Chalong Bay. The JW Marriott Resort features 146 rooms and 43 villas situated on the northwest side of the property, with the villas in a designated area to create an exclusive environment for guests. It will be closest to the beach and will include two outdoor pools. Nearly 2,000 square meters of meeting space will be centrally located between the JW Marriott Resort and the adjacent Courtyard Hotel, allowing for shared use. The Courtyard Hotel offers 207 standard rooms and 70 family rooms located on the southwest end of the property. While this hotel is further from the beach, its rooms overlook the pool or the surrounding landscaping. Both hotels are conveniently located just a 10-15 minute drive from Chalong Pier, the largest pier on the island, which provides access to nearby islands such as Phi Phi. For more shopping and dining options, Phuket Town is a 10-15 minute drive away, offering a chance to explore local culture. Courtyard by Marriott Phuket Chalong Bay is expected to open first in Q2, 2025 while JW Marriott Phuket Chalong Bay Resort & Spa is expected to open in Q1, 2026. **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 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._ Marriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh-so-familiar all around the globe. As a host with Marriott Hotels, you will help keep the promise of “Wonderful Hospitality. Always.” by delivering thoughtful, heartfelt, forward-thinking service that upholds and builds upon this living legacy. With the name that’s synonymous with hospitality the world over, we are proud to welcome you to explore a career with Marriott Hotels. In joining Marriott Hotels, 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. JW Marriott is part of Marriott International's luxury portfolio and consists of more than 100 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you’re happy, our guests will be happy. JW Marriott associates are confident, innovative, genuine, intuitive, and carry on the legacy of the brand’s namesake and company founder, J.Willard Marriott. Our hotels offer a work experience unlike any other, where you’ll be part of a community and enjoy true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can pursue your passions in a luxury environment with a focus on holistic well-being. Treating guests exceptionally starts with the way we take care of our associates. That’s The JW Treatment™. In joining JW Marriott, 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.