Rooms Operations Manager

Marriott•Miami Beach, FL

4h•$60,000 - $73,000

About The Position

The Rooms Operations Manager assists in managing all operations within rooms-area departments, including Front Office, Engineering/Maintenance, and Housekeeping, and manages staff. The role aims to continually improve guest and employee satisfaction while maximizing the department’s financial performance. It monitors compliance with standards and procedures, leads a specific team, and helps meet or exceed property goals. The manager helps lead and develop the rooms operations team, coordinates operational execution, addresses guest and employee concerns, supports staffing and scheduling, and monitors service, quality, and financial performance. The role also contributes to hiring, onboarding, employee feedback and recognition, and consistent application of property policies and procedures.

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 experience in those areas.

Responsibilities

Translate goals related to guest tracking and productivity to the team.
Create and nurture a property environment that emphasizes 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 confidence, energy, and enthusiasm.
Help employees understand guests’ changing needs and expectations and exceed them.
Assist in managing operations across rooms departments, including Front Office, Engineering/Maintenance, and Housekeeping.
Follow the property-specific second effort and recovery plan.
Publish guest satisfaction results, including forms, comment cards, and guest letters, in a timely fashion.
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/occupied-room goals.
Perform hourly job functions as needed and other duties assigned to meet business needs.
Understand the brand’s service culture and be available and approachable to guests.
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 needs.
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 timely.
Solicit employee feedback, maintain an open-door policy, and review employee satisfaction results to identify and address concerns.
Verify that property policies are administered fairly and consistently and that disciplinary procedures and documentation follow Standard and Local Operating Procedures and support the Peer Review Process where applicable.
Celebrate successes and publicly recognize team members’ contributions.