Rooms Operations Manager

2 weeks ago

Kingston, Canada Strata Hotel Full time

JOB SUMMARY

Assists in managing the execution of all operations in the rooms area departments (i.e. Front Office, Maintenance and Housekeeping) and managing staff in coordination with department supervisors. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department. Leads specific teams while assisting with meeting or exceeding property goals.

Education and Experience
- High school diploma or GED; 4 years experience in the 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’ experience in the guest services, front desk, housekeeping, or related professional area.

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 employee and guest satisfaction results and developing game plans to attack need areas and expand on the strengths.
- Verifies that the team has the capabilities to meet expectations.
- Leads by example demonstrating self-confidence, energy and enthusiasm.
- Assists employees in understanding guests’ ever-changing needs and expectations, and exceeding them.

Managing Property Rooms Operations Function(s)
- Assists in managing the execution of all operations in the rooms area departments (e.g., Front Office, Engineering/Maintenance, Housekeeping)..
- Takes proactive approaches when dealing with employee concerns.
- Performs hourly job functions as needed.
- Performs other duties, as assigned, to meet business needs.

Managing and Monitoring Activities that Affect the Guest Experience
- Understands and emulates the Strata’s brand and service culture.
- Provides excellent customer service by being readily available/approachable for all guests.
- Strives to continually improve guest and employee satisfaction.
- Takes proactive approaches when dealing with guest concerns.
- Extends professionalism and courtesy to guests at all times.
- Responds timely to customer service department request.
- Verifies that all team members meet or exceed all hospitality requirements.
- Interviews and assists in making hiring decisions for all 3 departments.
- Receives hiring recommendations from team supervisors.
- Verifies that orientations for new team members are thorough and completed in a timely fashion.
- Solicits employee feedback, utilizes an “open door” policy, and reviews employee satisfaction results to identify and address employee problems or concerns.
- Verifies property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs)
- Celebrates successes and publicly recognizes the contributions of team members.

**Qualifications**:

- High school diploma or GED; 4 years experience in the 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’ experience in the guest services, front desk, housekeeping, or related professional area.

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