Assistant Rooms Operations Manager

JOB SUMMARY

Entry level management position that focuses on supporting the day-to-day activities of Rooms Operations and supervision of related areas that include Housekeeping, Recreation. Laundry, Staff, AYS and Concierge/Guest Services. Position directs and works with employees to carry out guest arrival and departure procedures and to maintain the property’s cleanliness standards. Strives to ensure guest and employee satisfaction and achieve the operating budget.

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

Supporting the Management of Rooms Operations Activities

• Opens and closes Front Desk shifts / Housekeeping and ensuring completion of assigned shift checklist and other duties.

• Runs and reviews critical information contained in room operations reports.

• Understands the functions of the Recreation. Laundry, Housekeeping, Bell Staff, AYS, Front Desk and Concierge/Guest Services operations.

• Temporarily supervises all areas of the Room Operations department in the absence of the Room Operations management.

• Operates all department equipment as necessary and reporting malfunctions.

• Ensures employees have the proper supplies and uniforms.

• Understands night audit procedures and being able to comprehend and utilize reports as necessary.

• Understands and complies with loss prevention policies and procedures.

Contributing Information to Support Managing to Budget

• Supervises same day selling procedures to maximize room revenue and property occupancy.

• Verifies accuracy of room rates to maximize revenue opportunities

• Uses budgets, operating statements and payroll progress reports as needed to assist in the management of the Room Operations.

• Participates in the management of departmental controllable expenses to achieve or exceed budgeted goals.

• Understands the impact of Room Operations on the overall property financial goals and objectives.

Providing for and Managing the Guest Experience

• Participates as needed in the investigation of employee and guest accidents.

• Assists in the use of a guest information tracking system to ensure that a successful repeat guest recognition program is in use to recognize guest preferences and

• Sets a positive example for guest relations.

• Interacts with guests to obtain feedback on product quality and service levels; effectively responding to and handles guest problems and complaints seeking assistance from supervisor as necessary.

• Assists in the review of comment cards and guest satisfaction results with employees.

Managing and Conducting Human Resources Activities

• Provides support for operational functions as necessary.

• Trains staff and monitoring adherence to all relevant policies and procedures.

• Participates in department meetings and continually communicating a clear and consistent message regarding the Room Operations goals to produce desired results.

• Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.

• Helps to train employees in safety procedures and supervises their ability to execute departmental and property emergency procedures.

• Observes service behaviors of employees and providing feedback to individuals; continuously striving to improve service performance.

• Empowers employees to provide excellent customer service within guidelines.

• Participates as needed in the interviewing and hiring of Room operations employee team members with the appropriate skills.

• Uses all available on the job training tools for employees; supervising on-going training initiatives and conducting training when appropriate.

• Communicates performance expectations employees in accordance with job descriptions for each position.

• Participates in the employee performance appraisal process, giving feedback to Room Operations Managers on individual employee performance issues.

• Coaches, counsels and encourages employees.

• Participates in employee progressive disciplinary procedures as required.

• Handles employee questions and concerns.

• Participates in an ongoing employee recognition program.

• Effectively schedules employees to business demands and tracks employee time and attendance.

• Assists in performing the payroll function.

• Oversees daily shift operations and ensures compliance with all policies, standards and procedures.

MANAGEMENT COMPETENCIES
 

Leadership

•  Adaptability - Maintains performance level under pressure or when experiencing changes or challenges in the workplace.
• Communication - Conveys information and ideas to others in a convincing and engaging manner through a variety of methods.
• Problem Solving and Decision Making - Identifies and understands issues, problems, and opportunities; obtains and compares
  information from different sources to draw conclusions, develop and evaluate alternatives and solutions, solve problems, and choose
  a course of action.
• Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first
  impression and represents the company in alignment with its values.
   

Managing Execution

• Building and Contributing to Teams - Actively participates as a member of a team to move the team toward the completion of
  goals.
• Driving for Results - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates,
  focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond
  what is required.
• Planning and Organizing - Gathers information and resources required to set a plan of action for self and/or others; prioritizes and
  arranges work requirements to accomplish goals and ensure work is completed.
   

Building Relationships

• Coworker Relationships - Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational
  goals and lasting relationships.
• Customer Relationships - Develops and sustains relationships based on an understanding of customer needs and actions
  consistent with the company’s service standards.
• Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives;
  utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity
  to contribute to their full potential.
   

Generating Talent and Organizational Capability

• Organizational Capability - Evaluates and adapts the structure of own assignments and suggests improvements to work processes
  to best fit the needs and/or support the goals of an organizational unit.
• Talent Management - Provides support and feedback to help individuals develop and strengthen skills and abilities needed to
  accomplish work objectives.
   

Learning and Applying Professional Expertise

• Applied Learning - Seeks and makes the most of learning opportunities to improve performance of self and/or others.
• Business Acumen - Understands and utilizes business information to manage everyday operations.
• Technical Acumen - Understands and utilizes professional skills and knowledge in a specific functional area to conduct.
  
  • Detail Orientation - The ability to attend to and verify the accuracy and completeness of details in work activities. This
    includes focusing on the small details of work activities and taking the necessary time to ensure that all the details of
    completed work are correct and of high quality.
  • General Hotel Operations - Knowledge of the operating principles and practices of all brand/hotel-specific functions to
    support successful operations of the overall property (e.g., Engineering/Maintenance, Event Management, Finance and
    Accounting, Human Resources, Legal/Contracting, Food and Beverage, Guest Services/Front Desk, Sales & Marketing,
    Security/Loss Prevention, Retail/Gift Shops, Spa, and Recreation/Health Club).
     
• Basic Competencies - Fundamental competencies required for accomplishing basic work activities.
  
  • Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing
    software, Internet browsers, etc.).
  • Mathematical Reasoning - Demonstrates ability to add, subtract, multiply, or divide quickly, correctly, and in a way that
    allows one to solve work-related issues.
  • Oral Comprehension - Demonstrates ability to listen to and understand information and ideas presented through spoken
    words and sentences.
  • Reading Comprehension - Demonstrates understanding of written sentences and paragraphs in work-related
    documents.
  • Writing - Communicates effectively in writing as appropriate for the needs of the audience

The salary range for this position is $55,000 to $63,000 annually.