Rooms Operations Manager - Front Office
About The Position
The Rooms Operations Manager assists in managing operations across rooms-area departments, including Front Office, Engineering/Maintenance, and Housekeeping, and helps lead staff. The role supports property goals by improving guest and employee satisfaction, maximizing department financial performance, monitoring compliance with standards and procedures, and leading a team toward meeting or exceeding expectations. The manager helps communicate goals, develop team capabilities, support scheduling, respond to guest and employee concerns, and ensure service standards are met. The role also contributes to financial and quality reviews, hiring and onboarding, employee feedback and recognition, and fair administration of property policies.
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 goals related to guest tracking and productivity to the team.
- Create and nurture a property environment emphasizing motivation, empowerment, teamwork, continuous improvement, and service.
- Review employee and guest satisfaction results, develop plans to address areas needing improvement, and build on strengths.
- Verify that the team has the capabilities to meet expectations.
- Lead by example with self-confidence, energy, and enthusiasm.
- Help employees understand and exceed guests’ changing needs and expectations.
- Assist in managing 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 fashion.
- Address employee concerns proactively and treat employees with professionalism and courtesy.
- Communicate and update employees on goals and results.
- 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.
- Be readily available and approachable to guests, provide excellent customer service, and address guest concerns proactively.
- Respond promptly to customer service department requests and verify that team members meet or exceed hospitality requirements.
- Assist with the annual Quality audit alongside 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.
- Strive 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 completed on time.
- Solicit employee feedback, use an open-door policy, and review satisfaction results to identify and address employee concerns.
- Verify fair and consistent administration of property policies and completion of disciplinary procedures and documentation according to SOPs and LSOPs, supporting the Peer Review Process where applicable.
- Celebrate successes and publicly recognize team members’ contributions.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
