Senior Rooms Operations Manager

CORE WORK ACTIVITIES

• Leading Room Operations Team
• Verifies that goals are being translated to the team as they relate to guest tracking and productivity.
• Manages the execution of all operations in the rooms area departments (e.g., Front Office, Engineering/Maintenance, Housekeeping) and manages staff.
• Leads specific team while assisting with meeting or exceeding property goals.
• 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 action plans to attack needed areas and expand on strengths.
• Sets clear expectations, with the General Manager, for the team.
• 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.
• Managing 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.
• Mets semiannually with staff on a one-to-one basis.
• Schedules the team against guest and hours/occupied room goals.
• Maintains compliance with standards and procedures.
• Performs hourly job functions as needed.
• Providing Exceptional Customer Service
• Provides excellent customer service by being readily available/approachable for all guests.
• Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department.
• 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 all team members meet or exceed all hospitality requirements.
• Managing Profitability
• Performs 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.
• Conducting Human Resources Activities
• Interviews and assists in making hiring decisions.
• Promotes both Guarantee of Fair Treatment and Open Door policies.
• Verifies that orientations for new team members are thorough and completed in a timely fashion.