Rooms Operations Manager

Job Number: 26103341 | Rooms & Guest Services Operations | 103 Eastpark Dr, Brentwood, Tennessee, United States, 37027 | Full Time | On-site

About the Role

Assists in managing the execution of all operations in the rooms area departments (e.g., Front Office, Engineering/Maintenance, Housekeeping) and managing staff. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department. Monitors compliance with standards and procedures. Leads specific team while assisting with meeting or exceeding property goals.

Responsibilities

• Verifies that goals are being translated to the team as they relate to guest tracking and productivity.
• Creates and nurtures a property environment that emphasizes motivation, empowerment, teamwork, continuous improvement, and a passion for providing service.
• Understands employee and guest satisfaction results and develops game plans to address areas of improvement and expand on strengths.
• Verifies that the team has the capabilities to meet expectations.
• Leads by example, demonstrating self-confidence, energy, and enthusiasm.
• Assists employees in understanding guests’ ever-changing needs and expectations, and exceeding them.
• Manages the execution of all operations in the rooms area departments (e.g., Front Office, Engineering/Maintenance, Housekeeping).
• Follows property-specific second effort and recovery plans.
• Publishes all guest satisfaction results in a timely fashion, including guest satisfaction forms, comment cards, and guest letters.
• Takes proactive approaches when dealing with employee concerns.
• Extends professionalism and courtesy to employees at all times.
• Communicates and updates all goals and results with employees.
• Meets semiannually with staff on a one-to-one basis.
• Assists and teaches the team scheduling against guest and hours/occupied room goals.
• Performs hourly job functions as needed.
• Performs other duties as assigned to meet business needs.
• Understands the brand’s service culture and provides excellent customer service by being readily available and approachable for all guests.
• Strives to continually improve guest and employee satisfaction.
• Takes proactive approaches when dealing with guest concerns.
• Extends professionalism and courtesy to guests at all times.
• Responds timely to customer service department requests.
• Verifies that all team members meet or exceed all hospitality requirements.
• Assists in performing required annual Quality audit with General Manager (GM) & Regional Director (RD).
• Verifies that a viable key control program is in place.
• Reviews financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement.
• Strives to maximize the financial performance of the department.
• Interviews and assists in making hiring decisions.
• Receives hiring recommendations from team supervisors.
• Verifies that orientations for new team members are thorough and completed in a timely fashion.
• Solicits employee feedback, utilizes an “open door” policy, and reviews employee satisfaction results to identify and address employee problems or concerns.
• Verifies property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs), and supports the Peer Review Process where applicable.
• Celebrates successes and publicly recognizes the contributions of team members.

Requirements

• High school diploma or GED; 4 years of experience in the guest services, front desk, housekeeping, or related professional area.
• OR 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 2 years of experience in the guest services, front desk, housekeeping, or related professional area.

Pay

$85,000–$104,000 annually | Bonus eligible