Senior Rooms Operations Manager - Housekeeping

Marriott•Boston, MA

11h•$86,000 - $109,000

About The Position

Manages the execution of operations across rooms-area departments, including Front Office, Engineering/Maintenance, and Housekeeping, and manages staff. The role seeks to improve guest and employee satisfaction while maximizing departmental financial performance and monitoring compliance with standards and procedures. The manager leads a team and helps the property meet or exceed its goals. The position leads rooms operations, communicates goals and results, supports employee development and satisfaction, responds to guest needs, and oversees scheduling, service standards, profitability, quality audits, and hiring and onboarding activities. The role 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; 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 guest services, front desk, housekeeping, or a related professional area.

Responsibilities

Manage operations and staff in rooms-area departments, including Front Office, Engineering/Maintenance, and Housekeeping.
Lead a team in meeting or exceeding property goals and translate goals into guest-tracking and productivity expectations.
Foster motivation, empowerment, teamwork, continuous improvement, and service-focused behavior.
Review employee and guest satisfaction results, develop action plans, set team expectations with the General Manager, and ensure the team can meet those expectations.
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, including forms, comment cards, and guest letters, in a timely manner.
Address employee concerns proactively and treat employees professionally and courteously.
Communicate and update goals and results with employees; meet individually with staff semiannually.
Schedule the team according to guest and hours/occupied-room goals and monitor compliance with standards and procedures.
Perform hourly job functions as needed.
Provide accessible, professional, and courteous customer service; respond promptly to customer service department requests and address guest concerns proactively.
Ensure team members meet or exceed hospitality requirements.
Conduct the required annual Quality audit with the General Manager and Regional Director.
Ensure 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 reductions or program improvements.
Interview candidates and assist with hiring decisions.
Promote the Guarantee of Fair Treatment and Open Door policies.
Ensure new team member orientations are thorough and completed promptly.