Rooms Operations Manager
2 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 while maximizing the financial performance of the department.
Candidate Profile
Education and Experience
• High school diploma or equivalent; 4 years of experience in guest services, front desk, housekeeping, or a related field.
OR
• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or a related field; 2 years of experience in guest services, front desk, housekeeping, or a related field.
Core Work Activities
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 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 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.
• Performs other duties as assigned to meet business needs.
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 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.
Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.
Notification to Applicants: Delta Hotels Waterloo takes seriously its obligations under provincial human rights and accessibility legislation. We are happy to provide accommodations to job applicants needing assistance. If you require an accommodation in relation to this job posting, our online application, or an interview, please call 905-366-5227 or email
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