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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.
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 (SOPs and LSOPs) and support the Peer Review Process, where applicable.
- Celebrates successes and publicly recognizes the contributions of team members.
