Rooms Operations Manager

Marriott•Philadelphia, PA

7d•$63,000 - $80,000

About The Position

The Rooms Operations Manager assists in managing operations across the rooms departments, including Front Office, Engineering/Maintenance, and Housekeeping, and leads a team while helping meet or exceed property goals. The role supports guest and employee satisfaction, department financial performance, compliance with standards and procedures, and continuous operational improvement. The manager helps translate goals into team performance expectations, supports employee development and scheduling, responds to guest and employee concerns, and monitors service quality. The position also assists with financial and quality reviews, hiring and onboarding activities, and consistent 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; or 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 those areas.
Ability to lead and support rooms operations teams and help meet property goals.
Ability to support guest and employee satisfaction, service standards, and operational procedures.

Responsibilities

Assist in managing operations across Front Office, Engineering/Maintenance, and Housekeeping.
Lead the rooms operations team and communicate goals and results to employees.
Promote motivation, empowerment, teamwork, continuous improvement, and excellent service.
Review guest and employee satisfaction results and develop plans to address needs and build on strengths.
Ensure the team has the capabilities to meet expectations and help employees understand changing guest needs.
Follow the property's second-effort and recovery plan.
Publish guest satisfaction results, including forms, comment cards, and guest letters, in a timely manner.
Address employee concerns proactively and treat employees with professionalism and courtesy.
Meet with staff individually on a semiannual basis.
Assist and teach the team to schedule staffing against guest and hours-per-occupied-room goals.
Perform hourly job functions as needed and other duties assigned to meet business needs.
Remain available and approachable to guests, address guest concerns proactively, respond promptly to customer service department requests, and ensure hospitality requirements are met.
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 evaluate productivity and goal achievement and identify cost-reduction or improvement opportunities.
Help 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, use an open-door policy, and review satisfaction results to identify and address concerns.
Ensure property policies are administered fairly and consistently and disciplinary procedures and documentation follow applicable SOPs and LSOPs and support the Peer Review Process where applicable.
Celebrate successes and publicly recognize team member contributions.