Rooms Operations Manager

The Newbury Boston • Boston, MA

20d • $75,000 - $80,000

About The Position

The Rooms Operations Manager at The Newbury Boston is responsible for managing Rooms Division operations in an attentive, friendly, efficient, and courteous manner. The role focuses on providing guests with quality service and a clean, safe environment throughout their stay while managing expenses and maximizing service levels. The manager supports hotel standards and values, ensures staff training and compliance, addresses guest concerns, and contributes to scheduling, payroll, operational procedures, and coordination with other departments.

Requirements

• Two years of experience as a Front Office Manager in a luxury hotel.
• A four-year college degree, or a two-year college degree and at least two years of related experience.
• Proficiency in Windows and company-approved spreadsheet and word-processing applications.

Nice To Haves

• Experience with Opera Cloud.

Responsibilities

• Communicate effectively with employees and guests, listen to and clarify concerns, multitask, and prioritize departmental functions to meet deadlines.
• Approach interactions with guests and employees in an attentive, friendly, courteous, and service-oriented manner; maintain a warm demeanor, professional appearance, regular attendance, and confidentiality.
• Attend required hotel meetings and training, support Highgate core values, facilitate and track weekly WIG meetings, and participate in Manager on Duty coverage as required.
• Maximize productivity, identify problem areas, implement solutions, and anticipate, identify, and resolve operational problems.
• Respond to guest requests, problems, complaints, and accidents through reservations, comment cards, letters, or phone calls; follow up to ensure guest satisfaction.
• Motivate, coach, counsel, and discipline Rooms department personnel according to Highgate Hotel SOPs; develop employee morale and ensure staff training.
• Ensure compliance with Standard of the Week training, Forbes standards, hotel procedures, and corporate Risk Management standards, including MSDS and HazComm requirements.
• Maintain detailed position checklists and ensure consistency in departmental opening and closing procedures.
• Conduct departmental interviews as needed and follow hiring procedures according to Highgate Hotel SOPs.
• Protect guest privacy and security by following hotel procedures.
• Monitor work orders, submit them to Engineering, and follow up to ensure completion.
• Conduct pre-shift meetings and respond to emergencies using information in MSD sheets; keep the sheets current and accessible.
• Assist with reviewing Rooms department staff hours for payroll and submit them to Accounting on time.
• Assist in preparing employee schedules based on business forecasts, payroll budget guidelines, and productivity requirements.
• Follow Highgate Hotel SOPs for purchase orders, invoice vouchering, and checkbook accounting.
• Maintain open communication and professional working relationships with managers, employees, and other departments.
• Perform other duties as requested by management.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Short-term and long-term disability insurance
• 401(k) retirement plan with employer matching contributions
• Paid holidays
• Paid vacation
• Paid sick leave in accordance with applicable law
• Employee assistance program (EAP)
• Educational opportunities and tuition reimbursement
• Paid jury duty leave, personal leave, medical leave, and military leave in accordance with applicable law

What This Job Offers

• Job Type: Full-time
• Career Level: Manager