Rooms Operations Manager
4 weeks ago
Job Summary
The Rooms Operations Manager is responsible for assisting in the management of 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 and maximize the financial performance of the department.
Key Responsibilities
- 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 develops game plans to address need areas and expand on 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.
- Follows property-specific second effort and recovery plan.
- Publishes all guest satisfaction results in a timely fashion, including all guest satisfaction forms, comment cards, and guest letters.
- Takes proactive approaches when dealing with employee concerns.
- Extends professionalism and courtesy to employees at all times.
- Communicates and updates all goals and results with employees.
- Meets semiannually with staff on a one-to-one basis.
- Assists and teaches the team in scheduling against guest and hours/occupied room goals.
- Performs hourly job functions as needed.
Managing and Monitoring Activities that Affect the Guest Experience
- Understands the brand's service culture.
- Provides excellent customer service by being readily available and 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 requests.
- Verifies that all team members meet or exceed all hospitality requirements.
Managing Profitability
- Assists in performing required annual Quality audit with General Manager and Regional Director.
- Verifies that a viable key control program is in place.
- Reviews financial statements, sales, and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement.
- Strives to maximize the financial performance of the department.
Conducting Human Resources Activities
- Interviews and assists in making hiring decisions.
- 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, and support the Peer Review Process, where applicable.
- Celebrates successes and publicly recognizes the contributions of team members.
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