Rooms Operations Manager

Highgate Hotels • Boston, MA

18d

About The Position

The Rooms Operations Manager is responsible for ensuring that Rooms Division operations are attentive, friendly, efficient, and courteous, providing guests with quality service and a clean, safe environment throughout their stay while managing expenses and maximizing service levels. The role supports the hotel’s operating standards, guest satisfaction, staff development, safety, and effective coordination with other departments.

Requirements

• Two years of experience as a Front Office Manager in a luxury hotel.
• A four-year college degree, or a two-year college degree and at least two years of related experience.
• Proficiency in Windows and company-approved spreadsheets and word-processing software.

Nice To Haves

• Experience with Opera Cloud.

Responsibilities

• Communicate effectively with employees and guests, listen to and clarify concerns, and approach interactions in an attentive, friendly, courteous, and service-oriented manner.
• Multitask and prioritize departmental functions to meet deadlines, handle problems effectively, evaluate information from multiple sources, and maintain confidentiality.
• Attend required hotel meetings and trainings and support Highgate’s core values of passion, innovation, integrity, ownership, and community.
• Facilitate, prepare for, and attend weekly WIG meetings and track results.
• Participate in Manager on Duty coverage as required and maintain regular attendance according to hotel scheduling needs.
• Maintain high standards of personal appearance and grooming, and comply with hotel standards and regulations for safe and efficient operations.
• Promote productivity, identify problem areas, and assist in implementing solutions.
• Respond to guest requests, problems, complaints, and accidents through reservations, comment cards, letters, or phone calls; follow up to ensure guest satisfaction.
• Motivate, coach, counsel, and discipline Rooms department personnel in accordance with Highgate Hotel SOPs.
• Ensure compliance with Standard of the Week training and Forbes standards, and maintain a detailed checklist for each position.
• Assist with compliance with corporate Risk Management standards, including MSDS and HazComm requirements.
• Ensure consistency with departmental opening and closing procedures and carry a Relay device at all times.
• Prepare and conduct departmental interviews as needed and follow hiring procedures according to hotel SOPs.
• Develop employee morale and ensure training of Rooms department personnel.
• Protect guest privacy and security by following hotel procedures.
• Monitor work orders, submit them to Engineering according to hotel procedures, and follow up to ensure completion.
• Conduct pre-shift meetings and respond to emergencies using information in MSDS sheets; keep the sheets current and readily available.
• Assist in reviewing Rooms department staff work hours for payroll and submit information to Accounting on time.
• Assist in preparing employee schedules based on business forecasts, payroll budget guidelines, and productivity requirements.
• Follow hotel SOPs for purchase orders, invoice vouchering, and checkbook accounting.
• Maintain professional working relationships and open communication with managers, employees, and other departments.
• Perform other duties as requested by management.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Short-term and long-term disability insurance
• 401(k) retirement plan with employer matching contributions
• Paid holidays
• Paid vacation
• Paid sick leave in accordance with applicable law
• Employee assistance program
• Educational opportunities and tuition reimbursement
• Paid jury duty leave, personal leave, medical leave, and military leave in accordance with applicable law

What This Job Offers

• Job Type: Full-time
• Career Level: Manager