Room Operations Manager

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 Room Operations Flex Manager will be responsible for managing the day to day operations of all rooms division functions including front desk, PBX, housekeeping, loss prevention, and parking. This individual will serve as a champion in driving a high level of guest and associate satisfaction results.

What you have 

• 2-year associates degree or higher preferred
• Minimum 1-2 years Hotel Front Desk and Houskeeping managerial experience
• Excellent phone & customer service skills
• Excellent communication skills, both verbal and written
• Ability to use technology e.g. tablets, iPads
  
  

What you’ll do 

• Manages the properties unique arrival service strategy and execution through regular observation and interaction with the front office team
• Supervises and coordinates the daily workflow within the houskeeping department, including but not limited to board assignments, public area and guestroom inspections, and consistent communication with the front desk team to ensure guest needs are met
• Ensures complete guest satisfaction and follows up on all escalated guest issues and concerns in a timely manner.
• Manages and assists in the pre-arrival process to execute guest needs of transportation, airport transfers, room assignments, special requests, and billing requirements are met per hotel, company, and brand standards.
• Maintains guest confidentiality by ensuring department team members maintain current with all property, company, and brand specified training and information
• Actively engage guests in and promote hotel loyalty program including new guest program enrollments.
• Serves as an Empower guest experience tool expert ensuring that guest preference and communication tools are utilized in accordance with property, company, and brand guidelines. Will also ensure all systems administrative tasks are executed in accordance with property, company, and brand guidelines.
• Processes guest check-ins by confirming reservations, assigning room, and issuing and activating room keys
• Ensures proper protocol is maintained to promote a high degree of mobile check-in program execution
• Ensures that front office staff is properly trained and executes against property empowerment guidelines.
• Actively reviews, responds, and shares guest feedback derived from various guest feedback and social media platforms in accordance with property, company, and brand guidelines.
• Strong communication with other departments (e.g., Engineering, Housekeeping) as necessary to resolve guest calls, requests, or issues.
• Obtain list of rooms to be cleaned immediately and list of prospective check-outs or discharges to prepare work assignments.
• Monitor all rooms to include appliances, furniture, room supplies and general appearance of rooms to ensure we are achieving Marriott Brand Standards
• Conduct daily stand ups with housekeeping team focusing on opportunities and any special requests and V.I. P.’s.
• Conduct OSHA training with housekeeping team and maintain compliant on an annual basis.
• Continuous observation of all safety standards in accordance to all OSHA regulations.
• Respond to emergency situations using information contained in Safety Data Sheets. Keep SDS sheets current and easily available.
• Incorporates guest satisfaction as a component of departmental and daily stand-up meetings with a focus on continuous improvement.
• Responds to guest requests or feedback and takes action to address any and all guest service issues.
• Ensures full compliance of standards and the passing of department Quality Assurance items.
• Trains and encourages staff to embody hotel culture and provide guests with the hotel’s story.
• Recognizes and communicates to other departments any hotel VIPs and provides extra touches when warranted.
• Assists in the recruiting function for department including screening, interviewing, and hiring new employees.
• Responsible for ensuring guest credit is procured and all accounting/cash procedures are followed by Front Office staff. Resolves guest accounting issues as needed.
• Ensures that the front office team receives all group resumes and group details as it relates to key department functions
• Provides ongoing training and feedback to staff via monthly department meetings, performance reviews, and one-on-one sessions.
• Serves as property MOD in the absence of senior leadership
• Report accidents, injuries, and unsafe work conditions and take action as needed; complete safety training and certifications.
• Assists in establishing and maintaining a working relationship with key contractors and vendors
• Ensures Front Desk staff adheres to hotel grooming guidelines.
• Report any irregular behavior from guests in public areas and or in room.
• Ability to take initiative and handle assignments with limited supervision.
• Responsible for ensuring that department adheres to all HR policies
• Follow all hotel policies and procedures as outlined in the team member handbook.
• Maintain cleanliness and order of work area.
• Any other duties requested by management.
• Ensure successful performance assisting guests with an exceptional experience.
  
  

Physical Demand 

• Ability to sit or stand for extended periods of time
• Ability to climb stairs / walk for long lengths of time
• Ability to communicate clearly
• Ability to lift up to 25 lbs
• Ability to bend, squat and reach
• Corrected vision to normal range
• Ability to drive/transport self and others
• Ability to travel on occasion for meetings
• Long hours sometimes required
  
  

Mental Demands

• Make sound judgments quickly
• Work on multiple tasks, making appropriate progress towards deadlines
• Able to work independently, take direction and provide direction to others
• Manage differing personalities within the office, the hotel and the community
• Maintain the highest degree of confidentiality
• Ability to work effectively in stressful, high pressure situations
• Ability to effectively handle challenges in the workplace, including anticipating, preventing, identifying and solving problems as necessary
  
  

Ability to interpret, read and communicate information

Mainsail is an Equal Opportunity Employer and it does not discriminate on the basis of actual or perceived race, color, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity expression (including transgender status), sexual orientation, marital status, parental status, military service and veteran status, political affiliation, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances.