Rooms Operations Manager

The Blackstone, Autograph Collection is proudly owned and operated by Vinayaka Hospitality (VH) , the managing company that serves as the employer and is responsible for all employment–related decisions, including hiring, compensation, benefits, and workplace policies. We are an equal opportunity employer committed to fostering a diverse and inclusive workplace. If your experience does not align perfectly with every qualification, we still encourage you to apply—you may be a great fit for this or future opportunities within VH. Benefits Medical, dental, and vision insurance Paid time off (vacation, sick time, holidays) Six paid company holidays and one floating holiday 401(k) with company match (up to 4%) Life and disability insurance Employee assistance programs Employee discounts (hotel and travel discounts) Position Description Respond in a professional and courteous manner to arriving, departing, and in‑house guests by providing accurate and timely information and services. Respond to inquiries regarding hotel information and guest concerns. Supervise the daily operations of the Guest Services personnel and the housekeeping staff to promote a safe environment and quality services, ensuring maximum guest satisfaction, financial success, protection of assets, and minimal expenses. Assist in implementing and enforcing procedural changes. Greets and completes established check‑in procedures for arriving guests on a daily basis, using both manual and computerized methods to ensure satisfaction and proper room assignment. Facilitates guest departure (check‑out) on a daily basis by following established procedures to close accounts and maintain accurate records. Ensures the front desk team regularly calculates and posts monies, receipts, guest accounts, and other credit forms using proper cash handling methods. Courtly answers inquiries and accepts reservations, accurately communicating rates and information, and uses suggestive selling techniques to increase occupancy and revenue. Maintains good guest relations by being aware of all in‑house and area functions, answering questions with timely and knowledgeable responses in person and on telephone. Operates the PBX equipment by accepting incoming calls, assisting outgoing calls, scheduling and setting wake‑ups to provide efficient service. Controls cash transactions at the front desk and maintains responsibility for personal bank as specified by hotel bank agreement policy. Maintains a friendly, cheerful, and courteous demeanor at all times. Performs other duties as assigned, requested, or deemed necessary by management. Coordinates guest service efforts for group arrivals and departures, guest transportation, and maximizes the guest experience through top‑quality customer service. Coordinates and supervises the activities and fosters good relations with valet service, taxi services, and Airport Connection to provide maximum service quality. Ensures optimum guest satisfaction and follows up on complaints in a timely and professional manner. Implements emergency training and procedures to protect guests, staff, and company assets. Produces weekly schedules and ensures coverage for call‑offs. Provides motivation to the department and assists other employees and departments to contribute to overall performance. Ensures proper communication to subordinates on all hotel activities to meet guest needs in a timely fashion. Ensures new hires are aware of all hotel aspects and properly trained on all computer systems and procedures. Participates in the Hotel MOD program and conducts monthly departmental meetings. Conducts necessary progressive discipline according to policies and assists in hiring decisions with the Director of Rooms, Front Office Manager, and Director of Housekeeping. Manages new associate paperwork, handbook review, benefits, and annual reviews in a timely manner. Maintains staffing levels at Front Desk and Housekeeping and ensures safety through training and enforcement of check‑in and security procedures. Supervises and inspects housekeeping work, ensuring compliance with accident/loss prevention programs, SOPs, and health/sanitation standards. Issues assignments and supplies to staff at shift start to control inventory and expenses. Assists the Executive Housekeeper in handling employee complaints, grievances, and disciplinary actions up to termination when necessary. Other Responsibilities Processes all guest mail, messages, and faxes by sorting, logging, notifying, and distributing to guests promptly. Maintains departmental communication sources such as logbooks to enhance operations. Remains well groomed, in uniform with name tag, and maintains a friendly, personable attitude, representing the hotel professionally. Complies with hotel conduct policy and attends all required meetings. Schedules and completes staff training and has complete knowledge of emergency procedures. Maintains a clean, organized, and presentable work environment. Inventories and orders supplies and ensures proper implementation of new policies. Ensures all associates complete daily shift checklists, balance room inventory, inspect out‑of‑order rooms, identify relocations, and maximize room availability. Responds to guest satisfaction surveys, social media responses, and customer care issues in accordance with hotel guidelines. Maintains time/attendance policy and leads staff by following all policies and procedures. Administers departmental incentive programs and conducts pre‑shift meetings covering all required materials. Reviews previous day or shift issues and addresses them appropriately with staff. Executes all sales strategies, conducts quarterly one‑on‑ones, performs special projects, and participates in hotel committees and task forces. No travel required. Requirements Must have total understanding of all hotel front office and housekeeping procedures. Requires working knowledge of guest services, policies, and hotel operations; learned on‑the‑job. High school graduate level mathematical aptitude; mastery of standard cash handling procedures and computerized cash register systems. Experience dealing directly with the public and general customer service skills. Fluent in oral and written English. Minimum two years previous experience as a front desk supervisor or four years front office experience in hotel work. Vision ability to read written forms and computer screens; hand and finger dexterity for computer, calculator, and telephone keyboards; able to handle cash and paperwork. Can understand and follow verbal/written instructions, multitask, and communicate effectively. Uses tact and understanding with diverse customer service problems, including stressful situations. Highly organized with attention to minute details in tasks. Excellent comprehension and literacy to review correspondence, initiate reports, conduct training, etc. Abilities 90% of shift is standing; bending/kneeling repeated; occasional carrying and lifting of files and office items up to 50 lbs. Environment Work inside, 95% of time, in a thermostatically climate‑controlled workstation with prolonged standing. #J-18808-Ljbffr The Blackstone Hotel