Rooms Operations Manager

Marriott•New York, NY

2d•$73,000 - $88,000

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, while managing staff. The role supports continual improvement in guest and employee satisfaction, maximizes departmental financial performance, monitors compliance with standards and procedures, and leads a team in meeting or exceeding property goals. The manager helps lead the rooms operations team, translating goals into team practices, fostering motivation, empowerment, teamwork, and continuous improvement, and responding to guest and employee feedback. The role also supports day-to-day property operations, service recovery, scheduling, hiring and onboarding activities, employee relations, policy administration, and performance monitoring. EDITION Hotels describes its experience as combining boutique-hotel vision, luxury-hotel service, and Marriott International’s global reach, with a focus on originality, design, service excellence, and personalized hospitality. Marriott International states that it is an equal opportunity employer and is committed to a welcoming, inclusive, and non-discriminatory workplace.

Requirements

High school diploma or GED and 4 years of experience in guest services, front desk, housekeeping, or a related professional area; alternatively, 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 those areas.

Responsibilities

Verify that goals are translated to the team in relation to guest tracking and productivity.
Create and nurture an environment emphasizing motivation, empowerment, teamwork, continuous improvement, and service.
Understand employee and guest satisfaction results, develop plans to address areas needing improvement, and build on strengths.
Verify that the team has the capabilities to meet expectations.
Lead by example with self-confidence, energy, and enthusiasm.
Help employees understand guests’ changing needs and expectations and exceed them.
Assist in managing operations across rooms departments, including Front Office, Engineering/Maintenance, and Housekeeping.
Follow the property-specific second effort and recovery plan.
Publish guest satisfaction results in a timely fashion, including satisfaction forms, comment cards, and guest letters.
Take proactive approaches to employee concerns and extend professionalism and courtesy to employees.
Communicate and update employees on goals and results.
Meet one-to-one with staff semiannually.
Assist and 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.
Understand the brand’s service culture and be readily available and approachable to guests.
Take proactive approaches to guest concerns, respond promptly to customer service department requests, and extend professionalism and courtesy to guests.
Verify that team members meet or exceed hospitality requirements.
Assist with the annual Quality audit alongside 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 cost reductions or program improvements.
Strive to 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, maintain 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 follow SOPs and LSOPs and support the Peer Review Process where applicable.
Celebrate successes and publicly recognize team-member contributions.