Rooms Operations Manager

Marriott•Miami Beach, FL

13d•$60,000 - $73,000

About The Position

The Rooms Operations Manager assists in managing operations across rooms-area departments, including Front Office, Engineering/Maintenance, and Housekeeping, and manages staff. The role focuses on improving guest and employee satisfaction, maximizing departmental financial performance, monitoring compliance with standards and procedures, and leading a team to meet or exceed property goals. The manager helps deliver The Ritz-Carlton Gold Standards and its luxury service culture.

Requirements

High school diploma or GED and 4 years of experience in guest services, front desk, housekeeping, or a related professional area; or a 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major and 2 years of experience in a related professional area.

Responsibilities

Translate guest-tracking and productivity goals to the team and communicate goals and results to employees.
Foster motivation, empowerment, teamwork, continuous improvement, and a strong service culture.
Review guest and employee satisfaction results, identify areas for improvement, and develop plans to address them.
Verify that the team has the capabilities to meet expectations and help employees understand and exceed guests’ changing needs.
Lead by example with confidence, energy, and enthusiasm.
Assist in managing operations across Front Office, Engineering/Maintenance, and Housekeeping.
Follow the property-specific second-effort and recovery plan.
Publish guest satisfaction results, including satisfaction forms, comment cards, and guest letters, in a timely manner.
Address employee concerns proactively and treat employees with professionalism and courtesy.
Meet semiannually with staff one-to-one and assist or teach the team to schedule against guest and hours/occupied-room goals.
Perform hourly job functions as needed and other duties as assigned to meet business needs.
Be available and approachable to guests, provide excellent customer service, address guest concerns proactively, and respond promptly to customer service department requests.
Verify that team members meet or exceed hospitality requirements.
Assist with the annual quality audit with the General Manager and Regional Director.
Verify that a viable key-control program is in place.
Review financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and identify cost reductions or program improvements.
Work to maximize the department’s financial performance.
Interview candidates, assist with hiring decisions, and receive hiring recommendations from team supervisors.
Verify that new team-member orientations are thorough and completed promptly.
Solicit employee feedback, use an open-door policy, and review satisfaction results to identify and address employee concerns.
Verify that property policies are administered fairly and consistently and that disciplinary procedures and documentation comply with SOPs and LSOPs and support the Peer Review Process where applicable.
Celebrate successes and publicly recognize team members’ contributions.