Assistant Manager - Room Operations
About The Position
This entry-level management role supports the day-to-day activities of Rooms Operations, including Housekeeping, Recreation, Laundry, Bell Staff, AYS, Front Desk, and Concierge/Guest Services. The Assistant Manager helps employees carry out guest arrival and departure procedures and maintain the property’s cleanliness standards, while working to achieve guest and employee satisfaction and meet the operating budget. The role supports shift operations, employee scheduling and performance, revenue and expense management, and guest experience activities. It also helps investigate employee and guest accidents, respond to guest feedback and complaints, and support repeat-guest recognition efforts.
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 those areas.
Responsibilities
- Open and close Front Desk and Housekeeping shifts, ensuring completion of assigned shift checklists and other 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 job descriptions.
- Handle employee questions and concerns.
- Schedule employees according to business demands and track employee 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 assist in managing Rooms Operations.
- Participate in managing departmental controllable 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 use of a guest information tracking system to support repeat-guest recognition and recognition of guest preferences.
- Set a positive example for guest relations.
- Obtain guest feedback on product quality and service levels, respond to and handle guest problems and complaints, and seek supervisor assistance as necessary.
- Assist in reviewing comment cards and guest satisfaction results with employees.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
