Assistant Manager- Room Operations

Job Number: 26106607 | Job Category: Rooms & Guest Services Operations | Location: 50 Broadway, Cambridge, Massachusetts, United States, 02142 | Schedule: Full Time

About the Role

Entry-level management position focused on supporting the day-to-day activities of Rooms Operations, including Housekeeping, Recreation, Laundry, Staff, AYS, and Concierge/Guest Services. This role assists in managing guest arrival and departure procedures, maintaining the property’s cleanliness standards, and ensuring guest and employee satisfaction while achieving the operating budget.

Bonus eligible.

Responsibilities

• Opens and closes Front Desk shifts, Housekeeping, and ensures completion of assigned shift checklists and duties.
• Runs and reviews critical information in room operations reports.
• Understands the functions of Recreation, Laundry, Housekeeping, Bell Staff, AYS, Front Desk, and Concierge/Guest Services operations.
• Operates all department equipment as necessary and reports malfunctions.
• Ensures employees have the proper supplies and uniforms.
• Understands night audit procedures and utilizes reports as necessary.
• Complies with loss prevention policies and procedures.
• Communicates performance expectations to employees in accordance with job descriptions.
• Handles employee questions and concerns.
• Effectively schedules employees to meet business demands and tracks time and attendance.
• Supervises same-day selling procedures to maximize room revenue and property occupancy.
• Verifies accuracy of room rates to maximize revenue opportunities.
• Uses budgets, operating statements, and payroll progress reports to manage Room Operations.
• Manages departmental controllable expenses to achieve or exceed budgeted goals.
• Understands the impact of Room Operations on the overall property financial goals.
• Assists in the investigation of employee and guest accidents.
• Uses a guest information tracking system to recognize guest preferences and ensure repeat guest recognition.
• Sets a positive example for guest relations.
• Interacts with guests to obtain feedback on product quality and service levels; responds to and resolves guest problems and complaints, seeking assistance from supervisors as needed.
• Assists in the review of comment cards and guest satisfaction results with employees.

Requirements

• High school diploma or GED; 3 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; 1 year of experience in guest services, front desk, housekeeping, or a related professional area.

Pay

$28.35–$31.25 per hour