Overnight Rooms Operations Manager

JOB SUMMARY

Assists in managing the execution of all operations in the rooms area departments (e.g., Front Office, Engineering/Maintenance, Housekeeping) and managing staff. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department. Monitors compliance with standards and procedures. Leads specific team while assisting with meeting or exceeding property goals.

CANDIDATE PROFILE

Education and Experience • High school diploma or GED; 4 years experience in the guest services, front desk, housekeeping, or related professional area. OR • 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 2 years experience in the guest services, front desk, housekeeping, or related professional area.

CORE WORK ACTIVITIES

Leading Room Operations Team • Verifies that goals are being translated to the team as they relate to guest tracking and productivity. • Creates and nurtures a property environment that emphasizes motivation, empowerment, teamwork, continuous improvement and a passion for providing service. • Understands employee and guest satisfaction results and developing game plans to attack need areas and expand on the strengths.

• Verifies that the team has the capabilities to meet expectations.
• Leads by example demonstrating self-confidence, energy and enthusiasm.
• Assists employees in understanding guests’ ever-changing needs and

expectations, and exceeding them. Managing Property Rooms Operations Function(s) • Assists in managing the execution of all operations in the rooms area departments (e.g., Front Office, Engineering/Maintenance, Housekeeping).

• Follows property specific second effort and recovery plan.
• Publishes all guest satisfaction results in a timely fashion including all

guest satisfaction forms, comment cards and guest letters.

• Takes proactive approaches when dealing with employee concerns.
• Extends professionalism and courtesy to employees at all times.
• Communicates/updates all goals and results with employees.
• Meets semiannually with staff on a one-to-one basis.
• Assists/teaches the team scheduling against guest and hours/occupied room

goals.

• Performs hourly job functions as needed.
• Performs other duties, as assigned, to meet business needs.

Managing and Monitoring Activities that Affect the Guest Experience

• Understands the brand's service culture.
• Provides excellent customer service by being readily available/approachable

for all guests.

• Strives to continually improve guest and employee satisfaction.
• Takes proactive approaches when dealing with guest concerns.
• Extends professionalism and courtesy to guests at all times.
• Responds timely to customer service department request.
• Verifies that all team members meet or exceed all hospitality requirements.

Managing Profitability • Assists in performing required annual Quality audit with General Manager (GM) & Regional Director (RD).

• Verifies that a viable key control program is in place.
• Reviews financial statements, sales and activity reports, and other

performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement. • Strives to maximize the financial performance of the department. Conducting Human Resources Activities

• Interviews and assists in making hiring decisions.
• Receives hiring recommendations from team supervisors.
• Verifies that orientations for new team members are thorough and completed in

a timely fashion. • Solicits employee feedback, utilizes an “open door” policy, and reviews employee satisfaction results to identify and address employee problems or concerns. • Verifies property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process, where applicable. • Celebrates successes and publicly recognizes the contributions of team members. At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law. Combining timeless glamour with a vanguard spirit, St. Regis Hotels & Resorts is committed to delivering exquisite experiences at more than 50 luxury hotels and resorts in the best addresses around the world. Beginning with the debut of The St. Regis hotel in New York by John Jacob Astor IV at the dawn of the twentieth century, the brand has remained committed to an uncompromising level of bespoke and anticipatory service for all of its guests, delivered flawlessly by a team of gracious hosts that combine classic sophistication and modern sensibility, as well as our signature Butler Service. We invite you to explore careers at St. Regis. In joining St. Regis, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.