Rooms Operations Manager

Marriott•Mclean, VA

1d•$66,000 - $80,000

About The Position

The Rooms Operations Manager assists in managing operations across rooms-area departments, including Front Office, Engineering/Maintenance, and Housekeeping, and helps manage staff. The role focuses on improving guest and employee satisfaction, maximizing departmental financial performance, monitoring compliance with standards and procedures, and leading a team in meeting or exceeding property goals. The manager leads the rooms operations team by communicating goals, supporting productivity and guest-tracking efforts, fostering motivation, empowerment, teamwork, and continuous improvement, and helping employees understand and exceed guests’ changing expectations. The role monitors satisfaction results, develops plans to address areas needing improvement, verifies team capabilities, and leads by example. The position assists with day-to-day rooms operations, follows property recovery plans, shares guest satisfaction results, addresses employee and guest concerns proactively, and supports scheduling against guest and occupied-room goals. It also monitors service standards, responds to customer-service requests, helps conduct quality audits, reviews performance and financial data to identify improvement or cost-reduction opportunities, and supports hiring, onboarding, employee feedback, policy administration, and recognition of team contributions. The Ritz-Carlton describes its service culture as grounded in its Gold Standards, including its Employee Promise, Credo, and Service Values. Marriott International states that it is an equal opportunity employer and values the diverse backgrounds, talents, and experiences of its associates.

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

Responsibilities

Assist in managing operations in rooms-area departments, including Front Office, Engineering/Maintenance, and Housekeeping.
Lead the rooms operations team and communicate goals related to guest tracking and productivity.
Foster motivation, empowerment, teamwork, continuous improvement, and service excellence.
Review guest and employee satisfaction results and develop plans to address needs and build on strengths.
Verify that the team has the capabilities to meet expectations and help employees exceed guests’ changing needs and expectations.
Follow the property-specific second-effort and recovery plan.
Publish guest satisfaction results, including forms, comment cards, and guest letters, in a timely manner.
Address employee and guest concerns proactively and treat employees and guests with professionalism and courtesy.
Communicate goals and results to employees and meet with staff one-to-one semiannually.
Assist and teach the team to schedule against guest and hours/occupied-room goals.
Perform hourly job functions as needed and other duties assigned to meet business needs.
Provide excellent, accessible customer service and respond promptly to customer-service department requests.
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 cost reductions or program improvements.
Work 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 timely.
Solicit employee feedback, use an open-door policy, and review satisfaction results to identify and address employee concerns.
Ensure property policies are administered fairly and consistently and that disciplinary procedures and documentation follow applicable SOPs and LSOPs and support the Peer Review Process where applicable.
Celebrate successes and publicly recognize team contributions.