Rooms Operations Manager
5 days ago
Job Summary
The Rooms Operations Manager is responsible for leading the execution 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
To be successful in this role, you will need a high school diploma or equivalent, and 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, and 2 years of experience in the same field.
Key Responsibilities
Leading Room Operations Team
• Translate departmental goals into team objectives and track progress.
• Foster a positive work environment that encourages motivation, empowerment, and teamwork.
• Analyze employee and guest satisfaction results to identify areas for improvement.
• Verify team capabilities to meet expectations and lead by example.
Managing Property Rooms Operations Function(s)
• Assist in managing the execution of all operations in the rooms area departments.
• Implement and follow property-specific second effort and recovery plan.
• Publish guest satisfaction results in a timely manner.
• Address employee concerns proactively and maintain a professional demeanor.
Managing and Monitoring Activities that Affect the Guest Experience
• Understand and embody the brand's service culture.
• Provide exceptional customer service and be approachable for all guests.
• Continuously improve guest and employee satisfaction.
• Respond promptly to customer service requests.
Managing Profitability
• Assist in performing annual Quality audits with the General Manager and Regional Director.
• Verify the existence of a viable key control program.
• Analyze financial statements and performance data to identify areas for cost reduction and program improvement.
Conducting Human Resources Activities
• Participate in hiring decisions and interview candidates.
• Ensure thorough and timely orientations for new team members.
• Solicit employee feedback and address concerns in a timely manner.
• Celebrate successes and recognize team members' contributions.
Marriott International is an equal opportunity employer, committed to hiring a diverse workforce and sustaining an inclusive culture. We believe in non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.
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