Rooms Operations Manager

Marriott•Surfside, FL

19d•$60,000 - $73,000

About The Position

The Rooms Operations Manager assists in managing operations across rooms-area departments, including Front Office, Engineering/Maintenance, and Housekeeping, and leads a team while helping meet or exceed property goals. The role focuses on improving guest and employee satisfaction, maximizing department financial performance, and ensuring compliance with standards and procedures. The manager supports team capability, productivity, and service quality; communicates goals and results; handles employee and guest concerns; and helps coordinate scheduling and daily operations. The position also contributes to profitability monitoring, quality audits, key control, hiring, onboarding, employee feedback, and consistent administration of property policies. The role is expected to exemplify The Ritz-Carlton Gold Standards and its luxury service culture.

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 one of those areas.
Ability to lead and support teams and communicate goals and results.
Ability to provide professional, courteous guest and employee service and address concerns proactively.
Ability to review performance data and contribute to productivity, cost reduction, and financial performance goals.

Responsibilities

Lead and motivate the rooms operations team, fostering teamwork, empowerment, continuous improvement, and a strong service orientation.
Translate goals into team expectations related to guest tracking and productivity, and communicate goals and results to employees.
Understand guest and employee satisfaction results and develop plans to address areas needing improvement and build on strengths.
Ensure the team has the capabilities to meet expectations and help employees understand and exceed guests’ changing needs.
Assist in managing operations across Front Office, Engineering/Maintenance, and Housekeeping.
Follow the property’s second-effort and recovery plan.
Publish guest satisfaction results, including satisfaction forms, comment cards, and guest letters, in a timely manner.
Address employee and guest concerns proactively and treat employees and guests with professionalism and courtesy.
Meet individually with staff semiannually and assist or 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.
Provide accessible, approachable customer service and respond promptly to customer service department requests.
Verify team members meet or exceed hospitality requirements and uphold the brand’s service culture.
Assist with the annual quality audit alongside the General Manager and Regional Director, and verify that a viable key control program is in place.
Review financial statements, sales and activity reports, and other performance data to assess productivity, goal achievement, cost reduction opportunities, and program improvements.
Work to maximize department financial performance.
Interview candidates, assist with hiring decisions, and receive hiring recommendations from team supervisors.
Verify that new team member orientations are thorough and timely.
Solicit employee feedback, maintain an open-door policy, and review satisfaction results to identify and address employee concerns.
Ensure property policies are administered fairly and consistently and that disciplinary procedures and documentation follow applicable SOPs and LSOPs and support the Peer Review Process where applicable.
Celebrate successes and publicly recognize team members’ contributions.
Learn and exemplify The Ritz-Carlton Gold Standards, including its Employee Promise, Credo, and Service Values.