Rooms Operations Manager PM

Omni Hotels & Spas•Houston, TX

4d•Onsite

About The Position

This role works closely with the Director of Front Office and other Operations Departments to ensure maximum operating efficiency. The primary focus is to support and ensure smooth PM operations while helping to drive customer satisfaction. The manager will ensure all arriving and departing guests receive exceptional customer service in accordance with Omni standards, communicate continuously with department managers (especially the Night Audit team), and assist in resolving guest complaints. This position also involves understanding and leading emergency procedures, maintaining familiarity with hotel computer systems, participating in guest engagement meetings, conducting daily property walks, overseeing Front Office, Guest Services, Housekeeping, and Security departments, and supporting PM F&B managers. Additionally, the role requires adherence to financial audit compliance, Front Office systems and controls, and representation at Safety and Issue Prevention meetings. Responsibilities include conducting MOS Checklists, facilitating department meetings, training associates on brand standards, resolving SOP review items, maintaining overnight shift standards, understanding hotel services and reservations, ensuring departmental cleanliness, covering shifts in other areas, completing supply inventories, and collaborating with the Loyalty Ambassador for select guest experiences.

Requirements

Ability to work a flexible schedule including nights, overnight coverage, weekends, and holidays.
Ability to stand for the duration of scheduled shifts.
Strong customer service skills with the ability to multitask, pay attention to detail, and stay organized.
Knowledge of Property Management Systems and related computer applications.
Strong proficiency in Microsoft Office software and computer systems.

Nice To Haves

Previous Front Office or Housekeeping leadership experience preferred.
Experience with Opera Cloud, Canary, and Synergy preferred.

Responsibilities

Ensure all arriving and departing guests receive exceptional customer service while supporting Front Office operations in accordance with Omni standards.
Communicate continuously with all department managers, with particular emphasis on nightly communication with the Night Audit team and support late night arrivals.
Assist in resolving guest complaints, ensuring a satisfactory outcome and maintaining guest confidence.
Understand and lead all emergency procedures and security protocols.
Maintain strong familiarity with hotel computer systems for training, maintenance, and troubleshooting purposes.
Participate in guest engagement meetings and respond to Medallia alerts.
Conduct daily property walks to monitor operations, identifying and resolving inconsistencies.
Oversee Front Office, Guest Services, Housekeeping, and Security departments, while supporting PM F&B managers as needed.
Adhere to financial audit compliance and review daily journal transactions and cash handling closures.
Adhere to all Front Office systems, controls, and assigned areas of responsibility.
Ensure representation at Safety and Issue Prevention meetings.
Conduct the required number of MOS Checklists for associates each month.
Facilitate a monthly department meeting.
Review and train associates on brand standards monthly.
Ensure items identified during SOP reviews are resolved promptly.
Verify that all standards on the overnight shift are maintained.
Maintain broad knowledge of hotel services and amenities.
Understand reservations processes and special packages.
Ensure departmental cleanliness and organization.
Cover shifts in other operational areas when required.
Complete weekly supply inventories to ensure proper par levels are maintained.
Collaborate with the Loyalty Ambassador to ensure select guest experiences are tracked and delivered.