Assistant Room Operations Manager
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, maintain property cleanliness standards, support guest and employee satisfaction, and achieve the operating budget. The Assistant Room Operations Manager supports shift operations, staffing, reporting, revenue and expense management, and guest experience activities. The position also helps uphold The Ritz-Carlton Gold Standards and service culture.
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 relevant experience.
- Experience in guest services, front desk, housekeeping, or a related professional area, as specified under the education-and-experience alternatives.
Responsibilities
- Open and close Front Desk and Housekeeping shifts, completing 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 necessary and report malfunctions.
- Ensure employees have proper supplies and uniforms.
- Understand night audit procedures and use reports as necessary.
- Understand and 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 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 Room Operations.
- Participate in managing departmental controllable expenses to meet or exceed budget goals.
- Understand the impact of Room 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 necessary.
- Assist in reviewing comment cards and guest satisfaction results with employees.
- Deliver The Ritz-Carlton Gold Standards graciously and thoughtfully.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
