Rooms Operations Manager - Guest Services

The Hedreen Hotel Employer•Seattle, WA

5d•$29 - $30•Onsite

About The Position

You know what it’s like to work in a hotel, otherwise you would not be reading this You LOVE people and LOVE to take care of them, right? Keep reading. You are a Service Pro and know what happens at the front desk, and concierge/valet/bell/phone operator departments. A lot. As the Assistant Guest Services Department Head & Manager on Duty, you are in charge and accountable for ALL people, guests & staff alike. You must be 100% committed to the satisfaction of your team and our guests. Whatever question they have, the answer should always be “YES” (unless it’s illegal, unethical, or negatively impacts other guests/employees). Then it’s up to you to figure out how to deliver. Improve product/services/employee & guest satisfaction while reducing cost – who said this was an easy job? Focus on People, Product, Profit – in that order. What does it take? Let’s see how many tasks we come up with; feel free to add, because we probably forgot some. Recruit, interview, training, double/triple/spot checking quality/quantity of work, in the trenches with your team, available to work any day/any shift (especially weekends/holidays), handle lots of special requests/complaints, written guest correspondence, answering a million questions, capitalize on Marriott resources, plan fun employee events, investigate stuff, coach, mentor, discipline, analyze, paperwork, purchasing, invoices, regulatory things (we are so glad there are only city, county, state, and federal jurisdictions to consider), console, emphasize, cheerlead (pom poms optional), scheduling, payroll, performance reviews, herding cats, DEI, community service. You get the idea. Ensure our people have the best work experience possible. They count on you to be LOVED.

Requirements

2+ years progressively responsible experience in all aspects of in-person Customer Service Management
Computer skills essential
Valid WA State driver’s license - On occasion, this position may be required to park guest vehicles. Must obtain a driver abstract after contingent offer

Nice To Haves

Hospitality related field a BIG plus!
Multi-lingual a BIG plus! What languages? You name it, we probably got it.

Responsibilities

Recruit, interview, training
Double/triple/spot checking quality/quantity of work
In the trenches with your team
Available to work any day/any shift (especially weekends/holidays)
Handle lots of special requests/complaints
Written guest correspondence
Answering a million questions
Capitalize on Marriott resources
Plan fun employee events
Investigate stuff
Coach, mentor, discipline, analyze
Paperwork, purchasing, invoices, regulatory things
Console, emphasize, cheerlead (pom poms optional)
Scheduling, payroll, performance reviews, herding cats, DEI, community service

Benefits

Affordable Medical/Dental/Vision after 30 days of employment with free Back + Joint Care Program and access to Teladoc
Free Short-Term Disability (up to $750 per week). Long-Term Disability at cost (up to $10K/month) after 30 days of employment
Free Basic Life Insurance + Accidental Death & Dismemberment (AD&D) Plan after 30 days of employment (1.5 times of annual salary)
Paytient Healthcare Spending
401k after 30 days of employment with company match (100% of salary deferrals up to the first 3% and 50% of salary deferrals on next 2%)
Generous Paid Time Off (PTO) Plan (accrue from day one at a rate of 0.061 hours per regular hour worked, use on 91st day of employment)
Voluntary Life + Accidental Death & Dismemberment (AD&D) Plan
Free Employee Assistance Program (EAP)
Travel Assistance Program
Hotel discounts at 10,000+ global destinations (nightly rates as low as $45)
Parking: Discounted parking in hotel garage ($7/day or $140 monthly pass)
50% subsidy for public transportation expenses
Referral program of $250 per successfully referred new hire
Complimentary cafeteria meals
Monthly employee appreciation events
Employee Exercise Room
Community Service Events