Room Operations Manager

Marriott•Plano, TX

20d•$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 helps lead department staff. The role supports property goals by improving guest and employee satisfaction, maximizing departmental financial performance, monitoring compliance with standards and procedures, and ensuring teams meet or exceed expectations. The manager also helps maintain the brand’s service culture and provides professional, approachable service to guests and employees.

Requirements

High school diploma or GED and 4 years of experience in guest services, front desk, housekeeping, or a related professional area; or 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 guest services, front desk, housekeeping, or a related professional area.

Responsibilities

Lead and support the rooms operations team, translating goals into guest-tracking and productivity expectations.
Foster a motivated, empowered, collaborative team culture focused on continuous improvement and service.
Review guest and employee satisfaction results, address areas needing improvement, and build on team strengths.
Ensure the team has the capabilities to meet expectations; lead by example and help employees understand and exceed guest needs.
Assist in managing Front Office, Engineering/Maintenance, and Housekeeping operations.
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, and meet with staff one-to-one semiannually.
Help the team schedule staffing against guest and hours/occupied-room goals; perform hourly job functions as needed.
Provide accessible, professional customer service and respond promptly to customer service department requests.
Ensure team members meet or exceed hospitality requirements and take proactive approaches to guest concerns.
Assist the General Manager and Regional Director with the annual Quality audit and verify that a key-control program is in place.
Review financial statements, sales and activity reports, and other performance data to assess productivity, goal achievement, cost reduction, and improvement opportunities.
Support hiring by interviewing candidates, assisting with hiring decisions, and receiving recommendations from team supervisors.
Ensure new team member orientations are thorough and timely; solicit employee feedback and address employee problems or concerns.
Ensure property policies and disciplinary procedures are administered fairly and consistently, with documentation completed according to SOPs and LSOPs, and support the Peer Review Process where applicable.
Celebrate successes and publicly recognize team contributions.
Perform other duties as assigned to meet business needs.