Rooms Operations Manager
- 3IQ MPM Luminary
- Atlanta, GA
- 7mo ago
- Full-Time
- On-site
...
We’re looking for enthusiastic, fun, and energetic people who take the work seriously, but not themselves. Let’s see if we’re a fit. We hope so.
The Rooms Operations Manager will be responsible for the day-to-day front office and housekeeping operations, to include supporting the staff of the Front Desk, Night Audit, Housekeeping, AYS Operators and Valet Operation. The person in this role will ensure that the front desk and housekeeping staff provides exemplary service to the hotel guests by delivering memorable service experiences.
JOB SUMMARY
Assists in managing the execution of all operations in the rooms area departments (Front Office and Housekeeping) and managing staff. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the rooms department.
CANDIDATE PROFILE
Experience
• Experience in the guest services, front desk, housekeeping, or related area. Experience with Opera PMS is a plus!
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 developing game plans to attack need areas and expand on the 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 Hotel Rooms Operations Function(s)
• Assists in managing the execution of all operations in the rooms area departments (Front Office and Housekeeping).
• 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.
• Always extends professionalism and courtesy to employees.
• Communicates/updates all goals and results with employees.
• Meets with staff on a one-to-one basis.
• Assists/teaches the team scheduling against guest and hours/occupied room goals.
• Performs other duties, as assigned, to meet business needs.
Managing 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.
• Always extends professionalism and courtesy to guests.
• Responds timely to customer service request.
• Verifies that all team members meet or exceed all hospitality requirements.
Managing department Success
• Assists in performing required annual BSA
• 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.
Human Resources
• Interviews and assists in making hiring decisions.
• Verifies that training 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).
• Celebrates successes and publicly recognizes the contributions of team members.