Room Operations Manager

Marriott•Plano, TX

10d•$60,000 - $73,000

About The Position

The Room Operations Manager assists in managing the execution of operations across rooms-area departments, including Front Office, Engineering/Maintenance, and Housekeeping, and manages staff. The role supports property goals by improving guest and employee satisfaction, maximizing department financial performance, monitoring compliance with standards and procedures, and leading a team. The manager helps translate guest-tracking and productivity goals to the team, builds a motivated and empowered service-focused environment, and uses satisfaction results to address improvement areas and reinforce strengths. The role supports daily rooms operations, employee development and scheduling, guest-service recovery, financial performance, hiring and onboarding, and fair administration of property policies. The position requires either a high school diploma or GED and four years of experience in guest services, front desk, housekeeping, or a related professional area, or a two-year degree in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major and two years of relevant experience.

Requirements

High school diploma or GED and four years of experience in guest services, front desk, housekeeping, or a related professional area; alternatively, a two-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major and two years of relevant experience.

Responsibilities

Translate guest-tracking and productivity goals to the team.
Create and nurture a motivated, empowered, collaborative environment focused on continuous improvement and service.
Use employee and guest satisfaction results to develop plans addressing needs and building on strengths.
Verify the team has the capabilities to meet expectations; lead by example and help employees understand and exceed guests’ changing needs.
Assist in managing operations across rooms-area departments, including Front Office, Engineering/Maintenance, and Housekeeping.
Follow the property’s second-effort and recovery plan and publish guest-satisfaction results in a timely manner.
Address employee concerns proactively, communicate goals and results, meet individually with staff semiannually, and extend professionalism and courtesy to employees.
Assist and teach the team to schedule against guest and hours/occupied-room goals; perform hourly job functions as needed.
Provide accessible, professional guest service; respond proactively to guest concerns and timely to customer-service department requests.
Verify team members meet or exceed hospitality requirements.
Assist with the annual quality audit with the General Manager and Regional Director, and verify that a viable key-control program is in place.
Review financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and identify cost-reduction or program-improvement opportunities.
Work to maximize the department’s financial performance.
Interview candidates and assist with hiring decisions; receive hiring recommendations from team supervisors.
Verify new team-member orientations are thorough and timely.
Solicit employee feedback, use an open-door policy, and review satisfaction results to identify and address employee concerns.
Verify fair and consistent administration of property policies and proper completion of disciplinary procedures and documentation under applicable SOPs and LSOPs; support the Peer Review Process where applicable.
Celebrate successes and publicly recognize team-member contributions.
Perform other duties as assigned to meet business needs.