What are the responsibilities and job description for the Rooms Operations Manager position at Boston Harbor Hotel?
About Us:
#PGH-BMC
Location Description:
The Rooms Operations Manager plays a key support role in the daily operations of both the Front Desk and Housekeeping departments. Working closely with the Director of Housekeeping and Director of Front Office, this individual ensures seamless communication, operational efficiency, and an exceptional guest experience. This role requires strong leadership, hands-on problem-solving, and a commitment to service excellence.
Key Responsibilities
Guest Services & Front Desk Operations:
Housekeeping Operations:
Team Leadership & Development:
Financial & Operational Efficiency:
Guest Experience & Quality Assurance:
Qualifications:
At Pyramid Global Hospitality, people come first. As a company that values its employees, Pyramid Global Hospitality is dedicated to creating a supportive and inclusive work environment that fosters diversity, growth, development, and wellbeing. Our commitment to a People First culture is reflected in our approach to employee development, employee benefits and our dedication to building meaningful relationships. Pyramid Global Hospitality offers a range of employment benefits, including comprehensive health insurance, retirement plans, and paid time off, as well as unique perks such as on-site wellness programs, local discounts, and employee rates on hotel stays. In addition, Pyramid Global Hospitality is committed to providing ongoing training and development opportunities to help our people build the skills and knowledge they need to advance their careers. Whether you are just starting out in the hospitality industry or are a seasoned professional, Pyramid Global Hospitality offers a supportive and collaborative work environment that encourages growth and fosters success, in over 230 properties worldwide. Join their team and experience the benefits of working for a company that values its employees and is committed to creating exceptional guest experiences. Check out this video for more information on our great company!
#PGH-BMC
The Boston Harbor Hotel is Boston’s premier waterfront hotel, where luxury service is personal. We offer a competitive and comprehensive compensation and benefits package, as well as growth opportunity. All candidates must display superior service orientation, be willing to learn and work as part of our team. Due to the nature of our business, schedule flexibility is required for all positions.
Overview:
Position Overview
The Rooms Operations Manager plays a key support role in the daily operations of both the Front Desk and Housekeeping departments. Working closely with the Director of Housekeeping and Director of Front Office, this individual ensures seamless communication, operational efficiency, and an exceptional guest experience. This role requires strong leadership, hands-on problem-solving, and a commitment to service excellence.
Key Responsibilities
Guest Services & Front Desk Operations:
- Oversee front desk operations, including guest check-in/check-out, reservations, and VIP handling.
- Ensure front office associates provide exceptional service and resolve guest concerns promptly.
- Monitor and improve guest satisfaction scores related to front desk service.
- Implement and enforce policies related to billing, cash handling, and key control.
- Work closely with Revenue Management to optimize room inventory and ensure accurate rate implementation.
Housekeeping Operations:
- Supervise housekeeping team to maintain cleanliness, safety, and presentation standards in guest rooms and public areas.
- Ensure rooms are inspected and released on time for arrivals.
- Manage inventory and ordering of housekeeping supplies, linen, and amenities.
- Enforce brand standards and cleanliness protocols, conducting regular audits.
- Work closely with Maintenance/Engineering to address room and facility issues.
Team Leadership & Development:
- Recruit, train, and develop team members across both departments.
- Conduct performance evaluations and provide coaching for continuous improvement.
- Foster a positive work environment that promotes teamwork and high morale.
- Ensure compliance with all HR policies, including scheduling, attendance, and disciplinary actions.
Financial & Operational Efficiency:
- Monitor labor costs and adjust staffing levels as needed to maintain efficiency.
- Control expenses related to housekeeping supplies, laundry, and front office operations.
- Assist in budgeting, forecasting, and cost control initiatives.
- Identify and implement process improvements to enhance service delivery and operational efficiency.
Guest Experience & Quality Assurance:
- Regularly review guest feedback (surveys, online reviews, etc.) and implement action plans to improve service.
- Conduct property walkthroughs to ensure guest rooms and public spaces meet quality standards.
- Develop and implement training programs to enhance service consistency and efficiency.
- Coordinate with other departments (F&B, Engineering, Sales) to ensure seamless guest experiences.
Qualifications & Requirements:
- Education: Bachelor’s degree in hospitality management or related field preferred.
- Experience: Minimum 3–5 years of leadership experience in hotel operations, with exposure to both front office and housekeeping.
- Strong knowledge of PMS (Property Management Systems) and housekeeping management software.
- Exceptional leadership, communication, and problem-solving skills.
- Ability to multitask, work under pressure, and adapt to changing business needs.
- Understanding of hotel industry trends, guest service standards, and best operational practices.
Physical Requirements:
- Ability to stand/walk for extended periods and occasionally lift items up to 30 lbs.
- Flexibility to work on varied schedules, including weekends and holidays as needed.
