Rooms Operations Manager

Marriott•Miami, FL

2d•$60,000 - $73,000

About The Position

The Rooms Operations Manager assists in managing the execution of operations across rooms-area departments, including Front Office, Engineering/Maintenance, and Housekeeping, and helps manage staff. The role leads a specific team while supporting property goals, monitoring compliance with standards and procedures, continually improving guest and employee satisfaction, and maximizing departmental financial performance. The manager helps lead and develop the rooms operations team, communicate goals and results, address guest and employee concerns, and ensure team members meet hospitality requirements. The role also supports financial and quality reviews, hiring and onboarding activities, fair administration of property policies, and recognition of employee contributions. Hourly job functions may be performed as needed, along with other duties assigned to meet business needs.

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 guest services, front desk, housekeeping, or a related professional area.

Responsibilities

Lead a specific rooms operations team and help the property meet or exceed its goals.
Translate guest-tracking and productivity goals for the team and verify the team has the capabilities to meet expectations.
Foster motivation, empowerment, teamwork, continuous improvement, and a passion for service; lead by example.
Review guest and employee satisfaction results, develop plans to address areas needing improvement, and build on strengths.
Help manage operations in Front Office, Engineering/Maintenance, and Housekeeping.
Follow the property-specific second-effort and recovery plan and publish guest satisfaction results in a timely manner.
Address employee concerns proactively, communicate goals and results, and meet with staff one-to-one semiannually.
Help teach the team to schedule against guest and hours-per-occupied-room goals; perform hourly job functions as needed.
Provide excellent, approachable guest service; respond promptly to customer service department requests and address guest concerns proactively.
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 assess productivity and goal achievement and identify opportunities for cost reduction and program improvement.
Help maximize the department’s financial performance.
Interview candidates and assist with hiring decisions; 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 employee satisfaction results to identify and address problems or concerns.
Verify that property policies are administered fairly and consistently and that disciplinary procedures and documentation follow Standard and Local Operating Procedures and support the Peer Review Process where applicable.
Celebrate successes and publicly recognize team members’ contributions.
Perform other duties as assigned to meet business needs.