Senior Rooms Operations Manager

Marriott•College Park, GA

8d•$78,000 - $99,000

About The Position

The Senior Rooms Operations Manager manages the execution of all operations in rooms-area departments, including Front Office, Engineering/Maintenance, and Housekeeping, and manages staff. The role leads a specific team while assisting the property with meeting or exceeding its goals. It focuses on continually improving guest and employee satisfaction, maximizing departmental financial performance, and monitoring compliance with standards and procedures. The manager leads and develops the rooms operations team, communicates goals and results, sets expectations in coordination with the General Manager, and helps ensure the team can meet those expectations. The position oversees guest-service responses, employee concerns, schedules, productivity, financial performance, quality audits, key control, hiring support, and new-hire orientation. It also performs hourly job functions as needed.

Requirements

High school diploma or GED and 4 years of experience in guest services, front desk, housekeeping, or a related professional area; or
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 guest services, front desk, housekeeping, or a related professional area.

Responsibilities

Manage the execution of operations in rooms departments, including Front Office, Engineering/Maintenance, and Housekeeping, and manage staff.
Lead a specific team in meeting or exceeding property goals.
Translate goals for the team concerning guest tracking and productivity.
Create a team environment emphasizing motivation, empowerment, teamwork, continuous improvement, and service.
Review employee and guest satisfaction results, develop action plans, and build on strengths.
Set clear expectations with the General Manager and verify the team has the capabilities to meet them.
Lead by example and help employees understand and exceed guests’ changing needs and expectations.
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 with professionalism and courtesy.
Communicate and update employees on goals and results.
Meet one-to-one with staff semiannually.
Schedule the team against guest and hours/occupied-room goals.
Monitor compliance with standards and procedures and perform hourly job functions as needed.
Be available and approachable to guests, address guest concerns proactively, and respond promptly to customer-service department requests.
Verify team members meet or exceed hospitality requirements.
Perform the required 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 assess productivity and goal achievement and identify opportunities for cost reduction and program improvement.
Interview candidates and assist with hiring decisions.
Promote Guarantee of Fair Treatment and Open Door policies.
Verify new-team-member orientations are thorough and completed in a timely manner.