Rooms Operations Manager

Marriott•New York, NY

16h•$73,000 - $88,000

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 department financial performance, monitoring compliance with standards and procedures, and leading a team to meet or exceed property goals. The manager leads and develops the rooms operations team, translates goals into team activities, supports teamwork and continuous improvement, and responds to guest and employee feedback. The role assists with day-to-day operations, scheduling, guest service recovery, quality audits, key control, productivity and financial monitoring, hiring, onboarding, and consistent application of property policies. Candidates must have either a high school diploma or GED and four years of relevant experience, or a two-year degree in a related field and two years of relevant experience. Marriott International states that it is an equal opportunity employer and welcomes and values associates’ diverse backgrounds and experiences.

Requirements

High school diploma or GED and four years of experience in guest services, front desk, housekeeping, or a related professional area; alternatively, a two-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major and two years of relevant experience.
Ability to lead and manage staff and rooms-area operations.
Ability to monitor standards, procedures, guest and employee satisfaction, productivity, and financial performance.
Ability to provide professional guest and employee service and respond to concerns.

Responsibilities

Translate guest-tracking and productivity goals to the team.
Create a motivating, empowering, collaborative environment focused on teamwork, continuous improvement, and service.
Review employee and guest satisfaction results, develop plans to address needs, and build on strengths.
Ensure the team has the capabilities to meet expectations; lead by example and help employees understand and exceed changing guest expectations.
Assist in managing Front Office, Engineering/Maintenance, Housekeeping, and other rooms-area operations.
Follow the property’s second-effort and recovery plan and publish guest satisfaction results, including forms, comment cards, and guest letters, promptly.
Address employee concerns proactively, communicate goals and results, and meet individually with staff semiannually.
Assist and teach the team to schedule against guest and hours/occupied-room goals; perform hourly job functions as needed.
Provide accessible, professional, and courteous 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 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-reduction and improvement opportunities.
Work to maximize department financial performance.
Interview candidates and assist with hiring decisions; receive hiring recommendations from team supervisors.
Ensure new team member orientations are thorough and timely.
Solicit employee feedback, maintain an open-door policy, and use satisfaction results to identify and address employee concerns.
Ensure 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 contributions.
Perform other duties as assigned to meet business needs.