Rooms Operations Manager
$66k - $80k/yr
Mid
Associate's
Arlington County, Arlington, VA, USA
In Person
Food Service & HospitalityHotel Guest Services
About the job
Requirements
- A high school diploma or GED and four years of experience in guest services, front desk, housekeeping, or a related professional area; alternatively, a two-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major and two years of relevant experience.
- Ability to meet hospitality requirements for team members and maintain compliance with property policies and procedures.
Responsibilities
- Assist in managing the execution of operations in the rooms area departments, including Front Office, Engineering/Maintenance, and Housekeeping, while managing staff.
- Continually improve guest and employee satisfaction and maximize the financial performance of the department.
- Monitor compliance with standards and procedures, lead a specific team, and assist with meeting or exceeding property goals.
- Translate goals to the team regarding guest tracking and productivity.
- Create and nurture a property environment emphasizing motivation, empowerment, teamwork, continuous improvement, and service.
- Understand employee and guest satisfaction results, develop game plans to address need areas, and expand on strengths.
- Verify that the team has the capabilities to meet expectations.
- Lead by example, demonstrating self-confidence, energy, and enthusiasm.
- Help employees understand guests’ changing needs and expectations and exceed them.
- Follow the property-specific second effort and recovery plan.
- Publish guest satisfaction results promptly, including guest satisfaction forms, comment cards, and guest letters.
- Take proactive approaches when dealing with employee concerns and extend professionalism and courtesy to employees.
- Communicate goals and results to employees.
- Meet semiannually with staff on a one-to-one basis.
- Assist and teach the team to schedule against guest and hours/occupied-room goals.
- Perform hourly job functions as needed and other duties assigned to meet business needs.
- Understand the brand’s service culture and be readily available and approachable to guests.
- Take proactive approaches when dealing with guest concerns, extend professionalism and courtesy to guests, and respond promptly to customer service department requests.
- Verify that all team members meet or exceed hospitality requirements.
- Assist in performing the annual quality audit with the General Manager and Regional Director.
- Verify that a viable key control program is in place.
- Review financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and determine areas for cost reduction and program improvement.
- Assist with maximizing the financial performance of the department.
- Interview candidates and assist in making hiring decisions; receive hiring recommendations from team supervisors.
- Verify that new team member orientations are thorough and completed promptly.
- Solicit employee feedback, use an open-door policy, and review employee satisfaction results to identify and address employee problems or concerns.
- Verify that property policies are administered fairly and consistently, and that disciplinary procedures and documentation follow standard and local operating procedures and support the Peer Review Process where applicable.
- Celebrate successes and publicly recognize team members’ contributions.
About the company
Marriott International manages and franchises hotels and resorts for leisure and business travelers, with brands spanning luxury stays, select-service hotels and extended visits. Its portfolio includes The Ritz-Carlton, Sheraton and Courtyard, giving hotel owners different formats for serving guests. Most properties belong to third-party owners: Marriott earns management fees tied to hotel revenue and profit, or franchise royalties for use of its brands and systems, while owning or leasing a small share itself. The company also licenses its names for branded residences and vacation ownership properties. With operating roots dating to 1927, Marriott is headquartered in Bethesda, Maryland.
Company Size
10,001+
Company Stage
IPO
Headquarters
Bethesda, Maryland
Founded
1927
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Simplify's Take
What believers are saying
- Graduates get management training: Marriott's paid Voyage program lasts 12-18 months and includes departmental rotations at managed hotels.
- Long service earns travel rewards: eligible associates at Marriott-managed locations receive complimentary rooms after 25 years.
- Marriott earns beyond hotel stays: Chase and American Express co-branded cards generate fees linked to customer spending.
What critics are saying
- Security teams face mandated scrutiny: Marriott's FTC order requires independent assessments every two years for 20 years.
- Headquarters work requires office attendance: Marriott's HQ listing specifies regular in-person presence, including nearby candidates in remote roles.
- Franchise roles have separate employment terms: Marriott's HR conditions assign employment decisions solely to franchisees or their management companies.
What makes Marriott International unique
- MGM broadens casino resort access: Bonvoy members earn and redeem points at participating MGM Collection destinations.
- Autograph marks independent hotels individually: each joining property receives a unique number designed to reflect its personality.
- Business travel extends beyond rooms: Business Access by Marriott Bonvoy combines hotel, flight, rail and car booking.
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Benefits
- Paid Holidays
- Meal Benefits
- Mental Health Support
- Professional Development Budget