Rooms Operations Manager

Rooms Operations Manager — EJWL

Role Overview

The Rooms Operations Manager oversees the execution of all operations in the rooms area departments (such as Front Office, Recreations, and Housekeeping) and leads staff to drive guest and employee satisfaction while maximizing the department’s financial performance. This role monitors adherence to standards and procedures and guides the team toward meeting or exceeding property goals.

Candidate Profile

Education and Experience

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

OR

• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major; 2 years of experience in guest services, front desk, housekeeping, or a related professional area.

What You'll Do

Leading Room Operations Team

• Verify that goals are translated to the team as they relate to guest tracking and productivity.
• Create and nurture a property environment that emphasizes motivation, empowerment, teamwork, continuous improvement, and a passion for delivering service.
• Understand employee and guest satisfaction results and develop game plans to address needs while building on strengths.
• Ensure the team has the capabilities to meet expectations.
• Lead by example with self-confidence, energy, and enthusiasm.
• Help employees understand guests’ evolving needs and expectations, and strive to exceed them.

Managing Property Rooms Operations Function(s)

• Assist in managing the execution of all operations in the rooms area departments (e.g., Front Office, Engineering/Maintenance, Housekeeping).
• Follow the property-specific second effort and recovery plan.
• Publish all guest satisfaction results in a timely fashion, including guest satisfaction forms, comment cards, and guest letters.
• Take proactive approaches when addressing employee concerns.
• Maintain professionalism and courtesy toward employees at all times.
• Communicate and update all goals and results with employees.
• Meet semiannually with staff on a one-to-one basis.
• Assist and teach the team in scheduling against guest and hours/occupied room goals.
• Perform hourly job functions as needed.
• Perform other duties, as assigned, to meet business needs.

Managing and Monitoring Activities that Affect the Guest Experience

• Understand the brand's service culture.
• Provide excellent customer service by being readily available and approachable for all guests.
• Strive to continually improve guest and employee satisfaction.
• Take proactive approaches when addressing guest concerns.
• Extend professionalism and courtesy to guests at all times.
• Respond timely to requests from the guest services department.
• Verify that all team members meet or exceed all hospitality requirements.

Managing Profitability

• Assist in performing the required annual Quality audit with the General Manager (GM) and Regional Director (RD).
• Verify that a viable key control program is in place.
• Review financial statements, sales and activity reports, and other performance data to measure productivity, goal achievement, and identify areas for cost reduction and program improvement.
• Strive to maximize the department’s financial performance.

Conducting Human Resources Activities

• Interview and assist in making hiring decisions.
• Receive hiring recommendations from team supervisors.
• Ensure orientations for new team members are thorough and completed in a timely fashion.
• Solicit employee feedback, maintain an open-door policy, and review employee satisfaction results to identify and address concerns.
• Ensure property policies are administered fairly and consistently; disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and, where applicable, support the Peer Review Process.
• Celebrate successes and publicly recognize the contributions of team members.

Company Culture and Equal Opportunity

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates.

We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

At Aloft, we aren’t your typical hotel—but we aren’t too cool for school either. We’re here to be our guests’ launching and landing pad.

Whether they are taking their dog for a walk and coming back for a drink, wrapping up a day of meetings with coworkers, or they’re in town to see family, friends, or their favorite band, we offer a hub for connection to others and the area around them, with modern design and personality to boot. We’re looking for confident self-expressers who aren’t afraid to draw outside the lines.

If you are someone who gets excited about the possibilities to connect with others, then Aloft Hotels is the place for you. In joining Aloft Hotels, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.