Senior Rooms Operations Manager

Marriott•Miami Beach, FL

6d•$80,000 - $101,000

About The Position

Manages operations and staff across rooms departments, including Front Office, Engineering/Maintenance, and Housekeeping. The role works to improve guest and employee satisfaction, maximize departmental financial performance, monitor compliance with standards and procedures, and lead a team in meeting or exceeding property goals. It includes supporting team performance, guest service, profitability, and human resources activities.

Requirements

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

Translate goals to the team related to guest tracking and productivity.
Manage operations and staff across rooms departments, including Front Office, Engineering/Maintenance, and Housekeeping.
Lead the team in meeting or exceeding property goals.
Foster motivation, empowerment, teamwork, continuous improvement, and a passion for 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 can meet them.
Lead by example with self-confidence, energy, and enthusiasm.
Help employees understand and exceed guests’ changing needs and expectations.
Follow the property’s second-effort and recovery plan.
Publish guest satisfaction results, including forms, comment cards, and guest letters, in a timely manner.
Address employee concerns proactively and communicate goals and results to employees.
Meet individually with staff semiannually.
Schedule the team according to guest and hours/occupied-room goals.
Monitor compliance with standards and procedures and perform hourly job functions as needed.
Provide accessible, professional, and courteous service to guests; address guest concerns proactively and respond promptly to customer service department requests.
Verify that team members meet or exceed hospitality requirements.
Conduct 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 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 that new team member orientations are thorough and completed on time.