Rooms Operations Manager

Position Overview

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 a specific team while assisting with meeting or exceeding property goals.

Key Responsibilities

• Leading Room Operations Team
  • 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 need 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.
• Managing Property Rooms Operations Function(s)
  • Assists in managing the execution of all operations in the rooms area departments (e.g., Front Office, Engineering/Maintenance, Housekeeping).
  • Follows property specific second effort and recovery plan.
  • 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 occupied room goals.
  • Performs hourly job functions as needed.
  • Performs other duties, as assigned, to meet business needs.
• Managing and Monitoring Activities that Affect the Guest Experience
  • Understands the brand’s service culture.
  • 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 hospitality requirements.
• Managing Profitability
  • Assists in performing the required annual Quality audit with the General Manager (GM) and 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 identify areas needing cost reduction and program improvement.
  • Strives to maximize the financial performance of the department.
• Conducting 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 in a timely fashion.
  • Solicits employee feedback, utilizes an "open door" policy, and reviews employee satisfaction results to identify and address concerns.
  • Verifies that property policies are administered fairly and consistently, ensuring disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) while supporting the Peer Review Process, where applicable.
  • Celebrates successes and publicly recognizes the contributions of team members.

Required Qualifications

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

About the Team

EDITION Hotels combine the visionary genius of boutique hotelier Ian Schrager, the service delivery of a world-class luxury hotel, and the global reach of Marriott International to create an entirely new experience in the world of hospitality. EDITION delivers the best of both worlds in a delicate balancing act – polish with personality, perfectionism with individualism, and comfort with charisma and charm. The brand targets sophisticated, knowledgeable consumers who understand quality, originality, design, and service excellence.

At Marriott International, we are dedicated to being a Equal Opportunity Employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or any other characteristic protected by applicable law.

But to create this magical experience, we need you. We are looking for outgoing, authentically amazing people who are inspired, challenged, and proud to come to work. Join us today—be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.