Rooms Operations Manager

Job Description

Job Description

Description:

About the Property & Employer

The Blackstone, Autograph Collection is proudly owned and operated by Vinayaka Hospitality (VH) . As the managing company, VH serves as the employer and is responsible for all employment-related decisions, including hiring, compensation, benefits, and workplace policies.

Vinayaka Hospitality was founded in 2008 on a foundation of innovation, intelligence, and compassion. With a passion for hospitality and a practical, results-driven approach to hotel management, VH collaborates with leading global brands—including Hilton, Marriott, Hyatt, and Wyndham—to successfully manage a growing portfolio of properties across diverse markets.

We are proud to welcome The Blackstone Hotel to our portfolio as part of our continued expansion. Located on Michigan Avenue in downtown Chicago, The Blackstone is one of the city’s most iconic historic hotels. Originally opened in 1910, it has long been recognized as a landmark in Chicago hospitality, known for hosting presidents, dignitaries, and distinguished guests from around the world. Today, it offers a unique blend of timeless character and modern sophistication.

At VH, we are committed to growth—both for our properties and our people. We take a proactive and agile approach to sales, marketing, and revenue strategy, allowing us to adapt quickly to changing market conditions. Equally important, we invest in our associates by creating an environment where individuals can grow, succeed, and make a meaningful impact.

We are an equal opportunity employer committed to fostering a diverse and inclusive workplace. If your experience doesn’t 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

Eligible team members may have access to a comprehensive benefits package, which may include:

· 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)

Eligibility for benefits may vary based on position, employment status, and tenure.

Position Description

Respond in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services. Responds to inquiries regarding hotel information and guest concerns. Supervise the daily operations of the Guest Services personnel; promoting a safe environment and quality services to achieve maximum guest satisfaction and financial success. Additionally, supervise the operations of the housekeeping staff promoting a safe environment and quality service to achieve maximum guest satisfaction, protection of assets and minimal expenses. Assists 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, in order to ensure guests are satisfied and in rooms as requested.

· Facilitates guest departure (check-out) on a daily basis by following established manual and computer procedures in order to close guest accounts ensuring the guests are satisfied.

· Ensures the entire front desk team regularly calculates and/or posts monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods and established procedures in order to present the customer with timely and precise hotel charges upon check-out and maintain accurate hotel records.

· Courteously answers inquiries and accepts reservations by accurately communicating hotel rates and information and by using suggestive selling techniques to sell room rates, increase occupancy and revenue.

· Maintain good guest relations by keeping abreast of all in-house and area functions in order to answer questions and concerns 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-up to provide guests with timely and efficient service.

· Control cash transactions at the front desk and maintain complete responsibility for personal bank as specified by hotel bank agreement policy.

· Maintain a friendly, cheerful and courteous demeanor at all times.

· Perform other duties as assigned, requested or deemed necessary by management.

· Coordinate guest service efforts to include group arrivals and departures, and guest transportation, while maximizing the guest experience through top quality customer service.

· Coordinate and supervise the activities and foster good relations with our valet service, taxi services, and the Airport Connection to provide the maximum level of quality service.

· Ensure optimum guest satisfaction.

· Greet guests, offer assistance with check-in/check-out, deliver laundry and store luggage.

· Provide guest transportation as required by hotel’s standard operating procedures.

· Order all supplies and maintain inventory control minimizing unnecessary expenses.

· Follow-up on any complaints or problems a guest may experience in a timely and professional fashion to ensure a quality guest experience.

· Implement emergency training and procedures to ensure appropriate protection of the hotel’s guests, staff and company assets.

· Produces weekly schedules

· Responsible for covering/finding replacements for call-offs.

· Ensure proper communication to subordinates on all hotel activities in a way that insures that guest needs are being met in a timely fashion.

· Ensures all new hires are aware of all aspects of the hotel.

· Ensure all associates are properly trained on all computer systems/procedures that will help them provide our guests with quality service.

· Provide motivation to the department.

· Provide assistance to other employees and departments to contribute to the best overall performance of the department and hotel.

· Ensure the Front Desk and Housekeeping departments are represented at each Safety Committee Meeting.

· Participates in Hotel MOD program

· Research guest bills as requested.

· Monitor all front desk associates banks to make sure they are accurate. Research any and all discrepancies.

· Conduct necessary progressive disciplines according to policies

· Interview and assist Director of Rooms/ Front Office Manager/ Director of Housekeeping in hiring decisions.

· Ensure new associates complete all new hire paperwork, review handbook, and benefits.

· Conduct annual reviews in a timely manner.

· Maintains flow of communication between the Front Office, Housekeeping and the Director of Rooms

· Conducts monthly departmental Meetings

· Maintain proper staffing at Front Desk and Housekeeping

· Ensures safety by training and enforcing guest check in and security procedures and reporting suspicious activity to security, manager, or MOD

· Supervise the housekeeping staff; planning, apportioning, and directing their work, training, coaching and counseling and provide performance feedback to ensure maximum efficiency.

· Monitor the housekeeping staff and their productivity and efficiency for the purpose of recommending promotions or other changes in their status

· Assist the Executive Housekeeper in the handling of employee complaints and grievances and disciplining them up to termination when necessary

· Determine the type of materials, supplies, and tools to be used or merchandise to be bought, stocked and sold.

· Supervise and inspect the cleaning of the guest rooms, turndown service, public areas and back of the house; ensure compliance with accident/loss prevention programs, SOPs and health/sanitation standards and regulations to achieve a high level of cleanliness and guest satisfaction.

· Implement emergency training and procedures to ensure appropriate protection of the hotel's guests, staff and company assets.

· Issue assignments to staff reviewing special requests and areas of concentration to ensure a smooth flow of the housekeeping operation.

· Issue supplies/goods to staff at beginning of shift in order to control inventory and ensure proper supplies are available while controlling expenses.

· Respond to guest requests, concerns and problems to ensure guest satisfaction.

· Implement emergency training and procedures to ensure appropriate protection of the hotel, guest, staff and company assets.

· Assist and make recommendations to the Director of Rooms in the areas of conducting performance evaluations, discipline and terminations as appropriate.

OTHER RESPONSIBILITIES

· Processes all guest mail, messages and faxes by receiving, sorting, logging, notifying and distributing to mailboxes and to guests in order to ensure the information is received by the guests in the most timely and accurate method possible.

· Contributes and maintains established information and communication sources such as departmental logbooks in order to enhance department communications and operations.

· Is well groomed and in uniform with nametag at all times.

· Has a friendly and personable attitude with each encounter. Represents the hotel with the utmost of professionalism.

· Complies with the hotel conduct policy.

· Attends all required meetings.

· Schedules and completes training of all staff.

· Has a complete knowledge of emergency procedures of the hotel.

· Maintains a clean organized and presentable work environment at all times.

· Inventories and orders supplies.

· Responsible for the implementation of new procedures and/or policies.

· Ensures that the all associates are completing daily shift checklists.

· Prepares for the day (and the next 3 days) by balancing room type inventory, communicating and inspecting any out of order rooms, identifying potential relocations, etc.

· Continuously monitors inventory and occupancy in order to maximize room availability through sell-outs

· Responds to guest satisfaction surveys, social media responses and Customer Care issues in accordance with Marriott and hotel-specific guidelines.

· Maintains time/attendance policy.

· Leads and sets examples for the staff by following all policies and procedures to the letter.

· Administers departmental incentive programs (i.e. upsells, sales incentives, dollars for dreams, etc.)

· Provides effective pre-shift meetings with associates covering all required materials

· Review any problems or concerns from the previous day and/or previous shift. Address any issues with entire staff or individual associates; whichever is appropriate.

· Execute against all sales strategies

· Conduct one on ones with associates at least quarterly.

· Perform special projects and other responsibilities as assigned.

· Participate in hotel committees and task force assignments. No travel required. Scheduled days and times may vary based on need.

Knowledge/Skills

·Must have total understanding of all hotel front office and housekeeping procedures.

· Requires working knowledge of guest services and hotel services, policies or operations. Working knowledge is generally learned on-the-job.

· Must have high school graduate level mathematical aptitude; know standard cash handling procedures and knowledge of computerized cash register systems.

· Must have past experience in dealing directly with the public and acquired general knowledge of basic customer service skills.

· Must be fluent in oral and written English.

·Minimum two years previous experience as a front desk supervisor or minimum of four years front office experience in hotel work.

· Must have vision ability to read written forms of communication and monochrome computer screen.

· Must have hand and finger dexterity to operate computer, calculator and telephone keyboards, for cash handling and paperwork processing.

· Must be able to understand and follow verbal/written instructions, work on more than one task at a time, and be able to communicate both verbally and in writing.

· Must be able to use tact and understanding when dealing with a variety of customer service problems, including stressful and highly emotional situations.

· Must be highly organized and able to pay attention to minute written and verbal details, particularly when performing multiple tasks.

· Excellent comprehension and literacy required to review correspondence, initiate reports, conduct training, etc.

Abilities

90% of shift is standing, Bending/kneeling - repeated bending and kneeling required while filing, Mobility - must be able to reach all areas of hotel to assist clients. Occasional standing. Occasional carrying and lifting of files and office items up to 50 lbs.

Environment

Work inside 95%Material/Equipment Used

Prolonged standing at indoor, thermostatically climate-controlled workstation.