FLEX OSR Rooms Operations Manager (StayPMS Knowledge Required)

Marriott • Bethesda, MD

6d • $29 - $35 • Onsite

About The Position

The Rooms Operations Manager is a temporary, traveling leader who supports hotels across all brands in the portfolio in the United States and Canada. The role requires 100% travel, with assignments of varying durations based on hotel needs. Managers are deployed to fill operational gaps identified by leadership and are evaluated after each assignment based on feedback from the Assignment Initiator.

This multi-discipline leader adapts quickly to different hotel environments and manages execution across rooms departments, including Front Office, AYS, Bell Stand, Valet, Concierge, Club Lounge, and Housekeeping. Assignments focus primarily, but not exclusively, on rooms operations. The manager understands applicable brand standards and operating requirements, coordinates labor scheduling, leads shifts, and supports guest arrival and departure procedures. The role promotes compliance with brand standards and legal obligations, provides consistent high-quality service, leads daily stand-up meetings, communicates performance expectations, trains staff, and works to improve guest and associate satisfaction while maximizing financial performance. Professional behavior and appearance consistent with the assigned brand voice are expected.

Requirements

• High school diploma or GED and at least 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, plus 2 years of relevant experience and 2 years of hotel leadership experience.
• Proficiency in front- and back-office systems, including Lightspeed, PMS, GXP/Empower, MARSHA, and HotSoS.
• Ability to travel 100% and accept temporary assignments of varying durations in the United States and Canada.
• Professional behavior and appearance consistent with the brand voice for each assignment.

Nice To Haves

• Luxury experience preferred.
• Opera, FOSSE, and StayPMS experience highly preferred.
• Union or CBA experience preferred.
• Experience in Front Office and Housekeeping leadership preferred.

Responsibilities

• Manage and support execution of operations in rooms departments, including Front Office and Housekeeping.
• Drive adoption of Marriott International initiatives, champion GXP efforts, and support Marriott’s Commitment to Clean processes and brand standards.
• Provide Marriott Bonvoy loyalty program expertise and guidance on related procedures.
• Address associate concerns proactively and communicate goals, results, and performance expectations to associates.
• Support and develop teams to optimize scheduling for guest satisfaction and department P&L objectives.
• Lead shift teams, coordinate labor scheduling, and support guest arrival and departure procedures across rooms disciplines as hotel needs require.
• Translate guest-tracking and productivity goals to the team, and foster motivation, empowerment, teamwork, continuous improvement, and service.
• Review associate and guest satisfaction survey results and develop plans to address needs and build on strengths.
• Ensure teams have the resources and capabilities to meet leadership and P&L expectations; lead by example and help associates understand and exceed guest expectations.
• Provide approachable, professional customer service; respond promptly to customer service department requests and work to improve guest and associate satisfaction.
• Support Marriott’s Global Audit Program and Global Accountability Program, manage the department budget during assignments, and review financial and performance data to identify productivity, cost-reduction, and improvement opportunities.
• Verify that key-control programs are in place and minimize controllable losses through training, policy enforcement, and safety expertise.
• Follow department traveling-manager-specific LSOPs.
• Support property associates, solicit feedback for hotel leadership, ensure timely and thorough new-team-member orientation, and recognize team contributions.
• Perform hourly job functions as permitted by local work rules and other duties as assigned to meet business needs.

Benefits

• 401(k) plan
• Stock purchase plan
• Discounts at Marriott properties
• Commuter benefits
• Employee assistance plan
• Childcare discounts
• For full-time positions: medical, dental, and vision coverage; health care and dependent care flexible spending accounts; life insurance; disability insurance; accident insurance; adoption expense reimbursements; and paid parental leave.
• For Washington applicants: accrued paid sick leave, PTO accrual of 0.0384 hours for every hour worked, and eligibility to receive at least 9 holidays annually.

What This Job Offers

• Career Level: Manager
• Education Level: High school or GED