Rooms Operations Manager

Job Number: 26116237 | Location: 821 Marquette Ave, Minneapolis, Minnesota, United States, 55402

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

• Leads Room Operations Team: verifies that goals are translated to the team regarding guest tracking and productivity; creates and nurtures a property environment emphasizing motivation, empowerment, teamwork, continuous improvement, and passion for service; understands employee and guest satisfaction results and develops game plans to address needs and expand strengths; verifies team capabilities to meet expectations; leads by example demonstrating self-confidence, energy, and enthusiasm; assists employees in understanding guests’ ever‑changing needs and exceeding them.
• Manages Property Rooms Operations Function(s): assists in managing execution of all operations in rooms area departments (Front Office, Engineering/Maintenance, Housekeeping); follows property‑specific second effort and recovery plan; publishes guest satisfaction results timely (forms, comment cards, letters); takes proactive approaches when dealing with employee concerns; extends professionalism and courtesy to employees; communicates/updates goals and results with employees; meets semiannually with staff one‑to‑one; assists/teaches team scheduling against guest and hours/occupied room goals; performs hourly job functions as needed; performs other duties as assigned to meet business needs.
• Manages and monitors activities that affect the guest experience: understands the brand's service culture; provides excellent customer service by being readily available/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; responds timely to customer service department requests; verifies that all team members meet or exceed hospitality requirements.
• Manages profitability: assists in performing required annual Quality audit with General Manager and Regional Director; verifies 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 financial performance of the department.
• Conducts Human Resources activities: interviews and assists in making hiring decisions; receives hiring recommendations from team supervisors; verifies that orientations for new team members are thorough and completed timely; 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 completed according to SOPs and LSOPs and support the Peer Review Process where applicable; celebrates successes and publicly recognizes contributions of team members.

Requirements

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

Pay

Pay range: $60,000 – $73,000 annually; bonus eligible.

Schedule

Full‑time, on‑site (not remote).