Rooms Manager

Extell Development Company•Park City, UT

1d•Onsite

About The Position

The Rooms Manager is a dynamic and essential leadership role responsible for the efficient and exemplary operation of the Front Office and Housekeeping departments. This role requires a strong, hands-on leader who can maintain the high service standards and unique local experience expected of the Canopy by Hilton brand, especially in a premium resort market like Deer Valley. The Rooms Manager will ensure all guest interactions and physical spaces reflect the brand's positive, local, and comfortable ethos, driving exceptional guest satisfaction and operational profitability.

Requirements

Minimum of 3 years of progressive experience in Front Office, Housekeeping, or Rooms Operations management within the hospitality industry.
Prior experience in a high-volume or luxury/resort environment is highly preferred.
Proven ability to lead, mentor, and motivate a diverse team in a fast-paced environment.
Exceptional communication (written and verbal) and interpersonal skills.
Strong working knowledge of Property Management Systems (PMS) such as OnQ, and Microsoft Office Suite.
Demonstrated skill in managing complex rooms operations, including inventory control, labor scheduling, and executing brand-mandated cleanliness and service standards across two distinct departments.
Proven ability to coach, mentor, and develop a large, diverse team of "Enthusiasts," fostering a positive, professional, and service-driven work environment.
Strong proficiency with hotel PMS systems (e.g., OnQ), including night audit procedures, yield management support, and advanced room inventory control.
Exceptional ability to cultivate and disseminate expert knowledge of the Deer Valley/Park City area, attractions, and local culture to enhance the guest experience.
Decisive and proactive approach to quickly resolving operational issues, maintenance requests, and guest conflicts under pressure in a high-end resort setting.
Competency in managing Rooms Division budgets, analyzing daily labor costs, and overseeing inventory purchasing to optimize departmental profitability.
Excellent verbal and written communication skills, with the ability to interact professionally with guests, staff, and senior leadership.

Responsibilities

Work collaboratively with the Executive Housekeeper to oversee all aspects of the Housekeeping department, including scheduling, inventory management, deep cleaning programs, and quality assurance.
Directly manage the Front Office team (Front Desk, Concierge/Guest Relations, Bell/Valet Services), including hiring, training, performance reviews, and daily supervision.
Develop, implement, and monitor daily operational procedures for both departments to ensure seamless service delivery and compliance with Canopy by Hilton and Hilton brand standards.
Foster a positive and engaged work environment, promoting teamwork and professional development across the rooms division.
Act as the Manager on Duty (MOD) as required, providing leadership and resolving guest or operational issues during peak times.
Champion the Canopy by Hilton philosophy of providing locally inspired, comfortable, and thoughtful service (the "Just Right" stay).
Ensure a smooth and inviting arrival/departure experience, managing inventory, oversells, and VIP amenity requests.
Proactively monitor guest satisfaction scores (e.g., Medallia/SALT) and online reviews, developing action plans to address feedback and continuously improve the guest experience.
Personally resolve complex guest complaints quickly and courteously, empowering team members to also solve issues effectively.
Assist the Director of Rooms along with the Executive Housekeeper in preparing and managing departmental budgets, controlling labor costs, and optimizing expenses for both Front Office and Housekeeping.
Oversee departmental purchasing, ensuring proper stock levels of supplies, linens, and operating equipment while adhering to cost controls.
Monitor room inventory and status in the Property Management System (PMS) to maximize revenue and minimize out-of-order rooms.
Ensure compliance with all safety, security, and loss prevention policies and procedures.
Conduct comprehensive training for all new hires in both departments, focusing on service standards, property features, safety protocols, and PMS proficiency.
Implement ongoing cross-training opportunities between Front Office and Housekeeping to improve efficiency and departmental understanding.
Ensure all staff are knowledgeable about local Deer Valley/Park City attractions, dining, and activities to serve as effective local "Enthusiasts".