Room Operations Manager

Marriott•Portland, OR

19d•$60,000 - $73,000

About The Position

The Room Operations Manager assists in managing all operations in the rooms area departments, including Front Office, Engineering/Maintenance, and Housekeeping, and manages staff. The role aims to continually improve guest and employee satisfaction, maximize departmental financial performance, monitor compliance with standards and procedures, and lead a team in meeting or exceeding property goals. The manager helps create a motivated, empowered, collaborative team environment focused on continuous improvement and service. They monitor satisfaction and performance results, support employee development, address employee and guest concerns, and ensure service and hospitality requirements are met. They also contribute to hiring, onboarding, policy administration, quality auditing, key control, scheduling, and financial performance monitoring. The role supports The Ritz-Carlton’s luxury service culture and its Gold Standards, including the Employee Promise, Credo, and Service Values.

Requirements

High school diploma or GED and 4 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 2 years of experience in a related professional area.

Responsibilities

Translate goals related to guest tracking and productivity to the team.
Foster an environment emphasizing motivation, empowerment, teamwork, continuous improvement, and service.
Review employee and guest satisfaction results, develop plans to address needs, and build on strengths.
Ensure the team has the capabilities to meet expectations; lead by example and help employees understand and exceed guest expectations.
Assist in managing Front Office, Engineering/Maintenance, and Housekeeping operations.
Follow the property-specific second effort and recovery plan.
Publish guest satisfaction results, including forms, comment cards, and guest letters, in a timely fashion.
Address employee concerns proactively and communicate goals and results to employees.
Meet with staff one-to-one semiannually.
Assist and teach the team to schedule against guest and hours/occupied-room goals.
Perform hourly job functions as needed and other duties assigned to meet business needs.
Be readily available and approachable to guests, respond promptly to customer service department requests, and address guest concerns proactively.
Ensure team members meet or exceed hospitality requirements and provide professional, courteous service.
Assist with the annual Quality audit with the General Manager and Regional Director.
Verify that a viable key control program is in place.
Review financial statements, sales and activity reports, and other performance data to assess productivity and goal achievement and identify cost reductions or program improvements.
Work to maximize the department’s financial performance.
Interview candidates and assist with hiring decisions; receive hiring recommendations from team supervisors.
Ensure new team member orientations are thorough and timely.
Solicit employee feedback, maintain an open-door policy, and use satisfaction results to identify and address employee concerns.
Ensure property policies and disciplinary procedures are administered fairly and consistently, with documentation completed according to SOPs and LSOPs; support the Peer Review Process where applicable.
Celebrate successes and publicly recognize team members’ contributions.