Rooms Operations Manager

Marriott•Irving, TX

9d•$60,000 - $73,000

About The Position

The Rooms Operations Manager assists in managing the operations of rooms-area departments, including Front Office, Engineering/Maintenance, and Housekeeping, and manages staff. The role focuses on improving guest and employee satisfaction, maximizing department financial performance, monitoring compliance with standards and procedures, and leading a team toward property goals. The manager helps lead the Rooms Operations team, translates goals into team practices, supports motivation, empowerment, teamwork, and continuous improvement, and responds to employee and guest needs. The role also supports day-to-day operations, staff scheduling and development, service recovery, financial and quality reviews, hiring and onboarding, and consistent application of property policies. Marriott International states that it is an equal opportunity employer and values associates’ diverse backgrounds and experiences. Westin describes its mission as supporting guests’ well-being and encourages associates to embrace well-being practices.

Requirements

High school diploma or GED and 4 years of experience in guest services, front desk, housekeeping, or a related professional area; alternatively, a two-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major and 2 years of experience in a related professional area.

Responsibilities

Verify that goals are translated to the team regarding guest tracking and productivity.
Create and nurture 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.
Verify that the team has the capabilities to meet expectations; lead by example with confidence, energy, and enthusiasm.
Help employees understand guests’ changing needs and exceed expectations.
Assist in managing operations across rooms-area departments, including Front Office, Engineering/Maintenance, and Housekeeping.
Follow the property-specific second-effort and recovery plan.
Publish guest satisfaction results in a timely manner, including satisfaction forms, comment cards, and guest letters.
Address employee concerns proactively and treat employees professionally and courteously.
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-per-occupied-room goals.
Perform hourly job functions as needed and other duties as assigned to meet business needs.
Understand the brand’s service culture and remain available and approachable to guests.
Improve guest and employee satisfaction and address guest concerns proactively.
Treat guests professionally and courteously, respond promptly to customer service department requests, and 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 measure 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 completed on time.
Solicit employee feedback, maintain an open-door policy, and use employee satisfaction results to identify and address concerns.
Verify fair and consistent administration of property policies and completion of disciplinary procedures and documentation according to SOPs and LSOPs; support the Peer Review Process where applicable.
Celebrate successes and publicly recognize team member contributions.