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Rooms Operations Manager
2 months ago
Job Summary
The Rooms Operations Manager is responsible for assisting in the management of all operations in the rooms area departments, including Front Office, Engineering/Maintenance, and Housekeeping. This role strives to continually improve guest and employee satisfaction while maximizing the financial performance of the department.
Candidate Profile
The ideal candidate will have a high school diploma or equivalent, with 4 years of experience in guest services, front desk, housekeeping, or a related field. Alternatively, a 2-year degree in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major, with 2 years of experience in the same field, is also acceptable.
Core Work Activities
Leading Room Operations Team
The Rooms Operations Manager will:
- Verify that goals are being translated to the team as they relate to guest tracking and productivity.
- Create and nurture a property environment that emphasizes motivation, empowerment, teamwork, continuous improvement, and a passion for providing service.
- Understand employee and guest satisfaction results and develop game plans to address need areas and expand on strengths.
- Verify that the team has the capabilities to meet expectations.
- Lead by example, demonstrating self-confidence, energy, and enthusiasm.
- Assist employees in understanding guests' ever-changing needs and expectations, and exceeding them.
Managing Property Rooms Operations Function(s)
The Rooms Operations Manager will:
- Assist in managing the execution of all operations in the rooms area departments.
- Follow property-specific second effort and recovery plan.
- Publish all guest satisfaction results in a timely fashion, including guest satisfaction forms, comment cards, and guest letters.
- Take proactive approaches when dealing with employee concerns.
- Extend professionalism and courtesy to employees at all times.
- Communicate and update all goals and results with employees.
- Meet semiannually with staff on a one-to-one basis.
- Assist and teach the team scheduling against guest and hours/occupied room goals.
- Perform hourly job functions as needed.
Managing and Monitoring Activities that Affect the Guest Experience
The Rooms Operations Manager will:
- Understand the brand's service culture.
- Provide excellent customer service by being readily available and approachable for all guests.
- Strive to continually improve guest and employee satisfaction.
- Take proactive approaches when dealing with guest concerns.
- Extend professionalism and courtesy to guests at all times.
- Respond timely to customer service department requests.
- Verify that all team members meet or exceed all hospitality requirements.
Managing Profitability
The Rooms Operations Manager will:
- Assist in performing required annual Quality audit with General Manager and Regional Director.
- Verify that a viable key control program is in place.
- Review financial statements, sales, and activity reports, and other performance data to measure productivity and goal achievement, and determine areas needing cost reduction and program improvement.
- Strive to maximize the financial performance of the department.
Conducting Human Resources Activities
The Rooms Operations Manager will:
- Interview and assist in making hiring decisions.
- Receive hiring recommendations from team supervisors.
- Verify that orientations for new team members are thorough and completed in a timely fashion.
- Solicit employee feedback, utilize an 'open door' policy, and review employee satisfaction results to identify and address employee problems or concerns.
- Verify property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures, and support the Peer Review Process, where applicable.
- Celebrate successes and publicly recognize the contributions of team members.
