Rooms Operations Manager
About The Position
Tucked away at 9 Crosby, NoMo is a hidden gem just steps from the excitement that the streets of New York have to offer. Inspired by the neighborhood, NoMo represents an intrigue for the nostalgic + modern. Our building is a curated collection of vintage and contemporary art, illustrating the eclectic mix of those who made SoHo what it is today. At Crescent Hotels & Resorts, we are a team of hospitality professionals that are deeply connected to and proud of the exceptional experiences we provide for our guests. More than that, we know our Associates are the shining stars of what we do! We are committed to providing you with: Competitive salary An exceptional benefit plan for eligible associates & your family members 401K matching program for eligible associates Flexible scheduling to allow you to focus on what is important to you Discounts with our Crescent managed properties in North America for you & your family members Position Summary Supervises daily rooms operations (front desk, housekeeping, bell/concierge) to deliver efficient service, maintain room readiness, and ensure high guest satisfaction. Reports to the Rooms/Hotel Director and implements departmental standards, procedures, and initiatives.
Requirements
- Experience: 3–5 years in hotel operations with 1–2 years in an assistant manager role or manager role within rooms division.
- Education: Associate degree or bachelor's in hospitality management, Business, or related field preferred; equivalent hotel experience acceptable.
- Technical: Proficient with Property Management Systems (e.g., Opera Cloud GXP, Profit-Sword, Medallia, UKG), Microsoft Office and common hotel reporting tools; comfortable learning property-specific systems.
- Skills: Strong customer-service orientation, conflict resolution, staff coaching, time management, and attention to detail.
- Availability: Flexible schedule for a 24-hour operation including evenings, weekends, and holidays. This position will require supporting rooms leaders. Time will be split in rooms based on occupancy and property needs.
Responsibilities
- Oversee front desk, housekeeping, and bell staff shifts; ensure smooth check-ins/outs, timely room turns, accurate arrivals/departures and lost-and-found handling.
- Monitor room status, assignment accuracy, and maintenance requests; escalate issues to engineering or management as needed.
- Ensure compliance with brand/property standards, health & safety, and SOPs.
- Handle guest inquiries, service recovery, and escalated complaints promptly and professionally.
- Coach staff on service standards and visible guest engagement; conduct regular rounding in rooms areas.
- Review guest feedback (surveys, reviews) and coordinate corrective actions with relevant teams.
- Schedule, supervise and evaluate front-line supervisors and associates; provide on-the-job training and performance feedback.
- Assist with hiring, onboarding and cross-training to maintain adequate coverage and service continuity.
- Hold daily/weekly briefings to communicate priorities and performance expectations.
- Execute rate/room assignment directives from management to maximize occupancy and guest satisfaction.
- Monitor daily labor deployment and controllable expenses; report variances to the Rooms/Hotel Director.
- Maintain accurate records for room inventory, no-shows, and billing issues; assist with audit and cash-handling controls.
- Prepare and submit daily/weekly operational reports (occupancy, ADR variances, housekeeping status) to the Rooms/Hotel Director.
- Maintain shift logs, incident reports and training documentation.
- Ensure accurate PMS entries and coordination with reservations, sales and F&B as required.
- Maintain high guest satisfaction scores for rooms-related metrics.
- Keep room readiness and cleanliness targets on track.
- Control labor and operational costs through effective scheduling and oversight (as directed).
- Promote a positive, team-oriented work environment and ensure adherence to policies and safety procedures.
Benefits
- Competitive salary
- An exceptional benefit plan for eligible associates & your family members
- 401K matching program for eligible associates
- Flexible scheduling to allow you to focus on what is important to you
- Discounts with our Crescent managed properties in North America for you & your family members
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
Number of Employees
101-250 employees
