Rooms Operations Manager

SUPPORTING ROOMS OPERATIONS TEAM

Ensures that goals are being translated to the team as they relate to guest tracking and productivity.

Understands employee and guest satisfaction results and communicates game plans to address need areas and expand on the strengths.

Affords assistance in ensuring that the team has the capabilities to meet expectations.

Affords assistance in helping employees understand guests' ever-changing needs and expectations, and exceeding them.

SUPPORTING PROPERTY ROOMS OPERATIONS FUNCTION(S)

• Follows property specific second effort and recovery plan.
• Publishes all guest satisfaction results in a timely fashion including all 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/updates all goals and results with employees.
• Affords assistance in scheduling against guest and hours/occupied room goals.

MANAGING AND MONITORING ACTIVITIES THAT AFFECT THE GUEST EXPERIENCE

• Provides excellent customer service by being readily available/approachable for all guests.
• Takes proactive approaches when dealing with guest concerns.
• Extends professionalism and courtesy to guests at all times.
• Responds timely to customer service department requests.
• Ensures all team members meet or exceed all hospitality requirements.

ASSISTING IN MANAGING PROFITABILITY

• Affords assistance in performing required annual Quality audit with GM & RD.
• Ensures a viable key control program is in place.
• Understands financial statements, sales and activity reports, and other performance data.