Rooms Manager II - WorldMark Eagle Crest

Travel + Leisure Co.•Eagle Crest, WV

About The Position

The Rooms Manager is responsible for the daily operation of the resort Maintenance and Guest Services departments. The role oversees administrative, accounting, property guest service, property maintenance, associate development, and other functions required for both departments. The manager ensures successful implementation and performance, meets the needs of owners, manages varying schedules and weekly staffing forecasts, participates in daily unit inspections, trains staff on ROPs/DOPs standards, and is responsible for associate selection and development. The role ensures appropriate staffing and scheduling for productivity, controls payroll costs, communicates priorities through daily and weekly meetings, and works to meet guest satisfaction goals. The Rooms Manager identifies process improvements, manages room inventory and occupancy, oversees guest accounts and rate authorization, coordinates group room blocking and front-office requirements, resolves guest concerns, and manages the Internal Audit process. The manager also ensures compliance with Quality Assurance, Loss Prevention, and safety standards; supports departmental financial management; prepares the annual department budget; and maintains cost control and the appearance of retail inventory.

Requirements

Strong leadership skills, including the ability to coach, mentor, and train staff effectively.
Strategic thinking.
2 to 5 years of hotel or resort experience.
Excellent communication skills.
Proficiency in Microsoft Excel, Word, and Outlook.

Responsibilities

Oversee the daily operation of the resort Maintenance and Guest Services departments, including administrative, accounting, guest service, maintenance, and associate development functions.
Manage staffing and scheduling to maximize productivity, forecast weekly staffing levels, and control payroll costs.
Communicate department priorities to staff through daily and weekly meetings.
Ensure guest satisfaction goals are met and identify process improvements for efficient team and guest service.
Manage room inventory to achieve the highest possible occupancy.
Manage guest accounts, verify rates and authorizations, and ensure payment methods are received.
Review incoming groups to confirm room-blocking and front-office requirements, and communicate information to appropriate staff.
Ensure guest resolutions are achieved and concerns are addressed.
Own and manage the Internal Audit process.
Ensure departmental compliance with Quality Assurance, Loss Prevention, and safety standards and procedures.
Manage and support departmental financial matters.
Prepare the annual department budget, identify cost reductions and operational improvements, explain variances, and analyze expense data.
Maintain cost control and the appearance of retail inventory.
Participate in daily unit inspections to ensure standards are met.
Train staff on ROPs/DOPs standards for both departments.
Select, develop, coach, mentor, and train associates in both departments.