Rooms Operations Manager - Overnight

Marriott•Boston, MA

4d•$66,000 - $80,000

About The Position

The Rooms Operations Manager assists in managing the execution of operations across rooms 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 toward property goals. The position supports room operations, guest experience, profitability, and human resources activities. It includes communicating goals and results, addressing employee and guest concerns, reviewing performance data, supporting hiring and onboarding, and ensuring policies and procedures are applied consistently.

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 relevant experience.

Responsibilities

Translate guest-tracking and productivity goals to the team.
Create a property environment emphasizing motivation, empowerment, 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 and lead by example.
Help employees understand guests’ changing needs and exceed expectations.
Assist with operations across Front Office, Engineering/Maintenance, and Housekeeping.
Follow the property-specific second effort and recovery plan.
Publish guest satisfaction results, including satisfaction forms, comment cards, and guest letters, in a timely manner.
Address employee concerns proactively and communicate goals and results to employees.
Meet with staff individually on a semiannual basis.
Assist and teach the team to schedule against guest and hours/occupied-room goals.
Perform hourly job functions as needed and other duties as assigned to meet business needs.
Be readily available and approachable to guests, address guest concerns proactively, and respond promptly to customer service department requests.
Ensure 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-reduction or program-improvement opportunities.
Work to maximize the department’s 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 employee satisfaction results to identify and address concerns.
Ensure property policies are administered fairly and consistently and that disciplinary procedures and documentation follow SOPs and LSOPs and support the Peer Review Process where applicable.
Celebrate successes and publicly recognize team members’ contributions.