Assistant Manager - Room Operations
About The Position
This entry-level management position supports the day-to-day activities of Rooms Operations, including Housekeeping, Recreation, Laundry, Bell Staff, AYS, Front Desk, and Concierge/Guest Services. The role helps employees carry out guest arrival and departure procedures and maintain property cleanliness standards while supporting guest and employee satisfaction and achievement of the operating budget. The Assistant Manager supports shift operations, employee scheduling and performance, room revenue and expense management, and guest service. The role also helps investigate accidents, respond to guest feedback and complaints, and support repeat-guest recognition. The position is with The Ritz-Carlton, part of Marriott International, and is expected to uphold the brand’s Gold Standards and service values.
Requirements
- High school diploma or GED and 3 years of experience in guest services, front desk, housekeeping, or a related professional area; alternatively, a 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major and 1 year of experience in one of those areas.
Responsibilities
- Open and close Front Desk and Housekeeping shifts, ensuring completion of assigned checklists and duties.
- Run and review critical information in Rooms Operations reports.
- Understand the functions of Recreation, Laundry, Housekeeping, Bell Staff, AYS, Front Desk, and Concierge/Guest Services operations.
- Operate department equipment as needed and report malfunctions.
- Ensure employees have proper supplies and uniforms.
- Understand night audit procedures and use reports as necessary.
- Comply with loss prevention policies and procedures.
- Communicate performance expectations to employees in accordance with their job descriptions.
- Handle employee questions and concerns.
- Schedule employees according to business demands and track time and attendance.
- Supervise same-day selling procedures to maximize room revenue and property occupancy.
- Verify room-rate accuracy to maximize revenue opportunities.
- Use budgets, operating statements, and payroll progress reports to support Rooms Operations management.
- Participate in managing controllable departmental expenses to achieve or exceed budgeted goals.
- Understand the impact of Rooms Operations on overall property financial goals and objectives.
- Assist in investigating employee and guest accidents.
- Assist with the guest information tracking system to support repeat-guest recognition and recognition of guest preferences.
- Set a positive example in guest relations.
- Interact with guests to obtain feedback on product quality and service levels, respond to and handle problems and complaints, and seek supervisor assistance as needed.
- Assist in reviewing comment cards and guest satisfaction results with employees.
- Learn and exemplify The Ritz-Carlton Gold Standards, including its Employee Promise, Credo, and Service Values.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
