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Rooms Operations Manager

Posted September 29, 2021

W Hollywood
Hollywood, CA
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About This Job

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.

MIRJ

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.Marriott International considers for employment qualified applicants with criminal histories consistent with applicable federal, state and local law.
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About this Employer

W Hollywood

6250 Hollywood Boulevard
Hollywood, CA 90028

(323) 798-1300

305 Room Hotel

careers.marriott.com

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W Hollywood Hotel

You can find our chic boutique W Hollywood hotel at the intersection of Hollywood and Vine, under the shadow of the iconic Hollywood sign. Sip, mix and mingle at W Hollywood - the newest destination sensation. Hotel guests will enjoy the signature Whatever/Whenever® service that defines W Hotels. W Hollywood brings glamour and excitement back to the neighborhood that invented celebrity.

W Hotel in Hollywood

Shine like a star at our W Hotel in Hollywood, where you take center stage. Indulge in fabulous Hollywood restaurants at Delphine, then take the lift upstairs and splash around in our rooftop pool, WET. Soak up the celebrity scene at Drai's Hollywood and then wind down in the comfort of our wow-worthy luxury rooms in Los Angeles, featuring the Wonderful Room or Cool Corner Suite.

Features

Experience the signature features at our W Hotel in Los Angeles and inject more life into your stay. Mix it up with a cocktail at Blo Dry Bar, hang out by our WET Pool, or energize your mornings in our SWEAT fitness center.


Blo Dry Bar: Inject some life into your hair at Blo Dry Bar. Scissors and dyes are not on the menu here. Get ready to unveil a new side of yourself with a blo-out hairstyle that will turn heads.

WET Pool: Hang out on our WET Deck with a signature cocktail or enjoy a dip in our WET Pool. If you want to get some color or get away from the heat, then get WET.

W Hotels The Store: Like our style? Take it home with you when you visit W Hotels The Store. Discover treats for him, her, and home at our signature store.

SWEAT Fitness Center: Energize body and mind, whenever the mood strikes. Our state-of-the-art fitness center is open 24 hours a day, so that guests can break a sweat anytime.

Whatever/Whenever: At W Hollywood, you're limited only by your imagination (and the law). Want grilled cheese at 2AM? Want to explore Hollywood via helicopter? Whatever you want, whenever you need it - we can make it happen.

Pets are Welcome (P.A.W.): Your four-legged friend should be able to indulge, too. Pets staying at W Hollywood will enjoy welcome amenities and our signature W pet bed, among other treats.

Dining

Whether tasting the newest culinary treats to come out of Delphine and Drai's Hollywood or chatting over drinks at Station Hollywood, our W Hollywood restaurants will awaken your senses and electrify your nights.

Delphine: Indulge in elevated California Bistro fare at Delphine, where the menu features everything from a raw bar to farmer's market fresh ingredients.

Drai's Hollywood: Victor Drai has once again heightened the restaurant experience. Part nightclub, part upscale steakhouse, Drai's Hollywood pairs pulsing beats with Kobe beef and some of the finest cuts of steak available.

The Living Room: Like the literary salons of New York City and Europe, the W Hollywood Living Room is more than just a lobby. It's a place to watch conversations unfold - or be a part of them. It's a place to mix it up with a cool cocktail. It's a place to shop, relax, and even dance. It's your space to do with as you wish.

Station Hollywood: It's a Parisian street cafe in the middle of Hollywood. Sit, sip, and people watch, or enjoy tasty bites from the chef at Delphine.