JOB OVERVIEW: 

The Rooms Operations Manager, an overtime eligible position, is responsible for assisting both the Director of Housekeeping/Rooms and the Front Office Manager in managing the daily operations of the Rooms Division of the hotel to maximize revenues and profit while attaining optimal guest satisfaction. Provides guidance and leadership to the Housekeeping and Front Office department, ensuring consistent compliance with hotel policies, and quality of the guest and associates experiences and service.

REPORTS TO:

Director Of Housekeeping/Rooms and Front Office Manager

ESSENTIAL JOB FUNCTIONS:

Manage hotel’s daily quality process including goal communication, associate improvement, compliance with Crescent standards of product and performance, service recovery and problem resolution. Disseminate feedback from guest feedback, guest satisfaction and service failure measurements and coach accordingly.

Assist in interviewing, hiring, training, performance evaluations, resolving problems, as well as providing open communication and recommending discipline and/or termination when appropriate.

Arranges staff work schedules, determining days off, insuring staffing levels are based on occupancy and/or any current or anticipated projects. Submits payroll records, correcting errors to ensure pay is on time and includes any purchased rooms, extra cleanup, costs, etc.

Communicate both verbally and in writing to provide clear directions to staff.

Assist both Director of Housekeeping / Rooms and Front Office Manager in details of work. Observe performance and encourage improvement. Monitor hotel occupancy and make staffing adjustments accordingly. Supervise and review cost and inventory controls.

Field guest complaints, conducting thorough research to develop the most effective solutions. Prepare written correspondence to guests. Listen and extend assistance to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps or problem resolution by using experienced judgment and discretion.

Review Security logs daily for significant incidents, and coordinate with department heads all enforcement of policy and/or improvements in service needed.

Work closely with the Dir of Housekeeping in establishing and monitoring policies and guidelines in the day-to-day operation of the hotel to include Housekeeping and Front Desk to ensure profitability and consistency in cleanliness of the Hotel. Solve problems that come up in the course of the work.

Plan, organize, chair, attend and/or participate in various hotel meetings such as: Staff Meetings, Rooms Division Meetings, Housekeeping Meetings, Quality Teams Meetings, and Safety Committee.

Comply with attendance rules and be available to work on a regular basis.

Perform any other job-related duties as assigned.

REQUIRED SKILLS AND ABILITIES:

Must have the ability to communicate in English and Spanish. Previous experience in housekeeping department and or Front Office in a full-service hotel. Self-starting personality with an even disposition. Always maintain a professional appearance and manner. Can communicate well with guests. Must be willing to “pitch-in” and help co- workers with their job duties and be a team player. Requires the exercise of considerable managerial skill as position involves frequent decisions, meeting of deadlines, negotiations of contracts of vendors, analytical ability and the planning, organization development and coordination of large-scale work projects. Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts. Complex mathematical skills and considerable skills in the use of a calculator to prepare complex mathematical calculations without error, i.e. budgets, forecasting. Ability to be mobile for significant distances between and within buildings on the property. Ability to observe performance and detect signs of emergency situations and respond with proper action. 

PERFORMANCE STANDARDS

Customer Satisfaction: 

Our customers are what we are about. One of the keys to a positive guest experience is positive interaction with Crescent staff. It is essential that you remain professional at all times, and that you treat all guests and associates with courtesy and respect, under all circumstances. Every Crescent associate is a guest relations ambassador, every working minute of every day. 

Work Habits:

In order to maintain a positive guest and associate experience, your work habits should always meet and strive to exceed hotel standards for work procedures, dress, grooming, punctuality and attendance. You should be adaptable to change in your work area and in hotel procedures with a willingness to learn new skills and/or improve existing ones, have the ability to solve routine problems that occur on the job and ask for help whenever you are not sure how to do something.

Safety & Security: 

The safety and security of our guests and associates is of utmost importance to Crescent. Every Crescent associate should adhere to the hotel security policies and procedures, particularly regarding key controls, lifting heavy objects, using chemicals, and effectively reporting safety hazards and safety concerns.

NOTE:

This description excludes non-essential and marginal functions of the position that are incidental to the performance of the fundamental job duties. Furthermore, the specific examples in each section are not intended to be all-inclusive. Rather, they represent the typical elements and criteria considered necessary to perform the job successfully. Other job-related duties may be assigned by the associate’s supervisor.

Furthermore, this description is subject to change, in the sole discretion of the Company, and in no way creates an employment contract, implied or otherwise; each associate remains, always, an “at will” associate.

Education/Training: High school diploma required.

For applicants who will be working in California, the anticipated compensation range for the position is $ 29.00 per hour- The salary offered to a successful candidate will be dependent on several factors that may include, but are not limited to years of experience within the job, years of experience within the required industry, education, work location, etc. Crescent Hotels is a multi-state employer and the salary ranges indicated herein may not reflect positions that work only in other states.