Rooms Manager at The Opus, Westchester

Crescent Careers • White Plains, NY

21h • Onsite

About The Position

The Rooms Manager plays a key leadership role within the hotel, responsible for overseeing daily operations of the Rooms Division, including Front Office, Housekeeping, Guest Services, and Bell functions. This leader ensures that every guest receives anticipatory, personalized service consistent with luxury brand standards while driving operational excellence, financial performance, and associate engagement. The ideal candidate will have strong leadership skills, a deep understanding of luxury guest service, and the ability to align operations with strategic goals. This position is critical to ensuring seamless guest experiences while maintaining a focus on expense control, labor optimization, and continuous improvement.

Requirements

• Bachelor’s degree in Hospitality, Business, or related field preferred.
• 4–6 years of hotel operations experience, with at least 2 years in a Rooms Division leadership role.
• Experience in a luxury or lifestyle hotel environment preferred; familiarity with Marriott International standards is a plus.
• Strong leadership skills with the ability to manage Front Office, Housekeeping, and Guest Services operations.
• Proven track record driving guest satisfaction and handling service recovery.
• Solid understanding of labor management, budgeting, and expense control.
• Experience recruiting, coaching, and developing teams; union experience preferred.
• Proficiency in PMS systems (e.g., Opera) and guest feedback platforms (e.g., Medallia, GXP).
• Strong communication, organization, and problem-solving skills.
• Flexible schedule, including evenings, weekends, and holidays.

Responsibilities

• Oversee the daily operations of the Front Office, Housekeeping, Bell, and Guest Services teams to ensure smooth and efficient hotel operations.
• Ensure compliance with Marriott Autograph Collection brand standards, service expectations, and all local, state, and federal regulations.
• Partner with the Assistant General Manager to set and achieve key performance metrics including guest satisfaction (GSS), labor productivity, and expense controls.
• Lead daily stand-up meetings and weekly Rooms Division leadership meetings to review performance, guest feedback, and operational priorities.
• Champion a culture of luxury service, ensuring every touchpoint exceeds guest expectations.
• Actively review guest feedback via GXP, Medallia, TripAdvisor, and other platforms; develop and execute action plans for continuous improvement.
• Lead service recovery efforts, empowering associates to resolve issues promptly and creatively to drive loyalty and repeat business.
• Ensure VIP arrivals, Bonvoy Elite members, and special occasions are recognized with personalized attention and thoughtful amenities.
• Collaborate with the Director of Finance to manage Rooms Division budgets, forecasting, and expense controls.
• Monitor labor costs by aligning staffing levels with occupancy forecasts and business volumes.
• Identify opportunities to improve operational efficiency without compromising service standards.
• Oversee payroll processes for the Front Desk team, ensuring accurate timekeeping, proper job coding, and timely submission in compliance with company standards and wage and hour regulations.
• Recruit, hire, and onboard high-caliber team members who align with the hotel’s luxury service culture.
• Provide ongoing coaching, training, and performance evaluations to develop associates and build a strong leadership pipeline.
• Foster a positive and inclusive work environment that supports team engagement and retention.
• Ensure compliance with union agreements, if applicable, and work closely with P&C on employee relations matters.
• Perform other job-related duties as assigned.

Benefits

• Highly competitive wages
• An exceptional benefit plan for eligible associates & your family members
• RSP/401K matching program for eligible associates
• Flexible scheduling
• Discounts with our Crescent managed properties in North America for you & your family members
• Marriott Hotel Discount
• Tuition Assistance Benefit
• Discount at Spa and Red Horse Restaurant

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level