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Senior Rooms Operations Manager

Posted July 27, 2022

Sheraton Inner Harbor Hotel
Baltimore, MD
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About This Job

Additional Information

$3800 Sign on Bonus

Job Number

22087659

Job Category

Rooms & Guest Services Operations

Location

Sheraton Inner Harbor Hotel, 300 S Charles St, Baltimore, Maryland, United States VIEW ON MAP

Schedule

Full-Time

Located Remotely?

N

Relocation?

Y

Position Type

Management

Job Summary

Manages 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.
  • Manages the execution of all operations in the rooms area departments (e.g., Front Office, Engineering/Maintenance, Housekeeping) and manages staff.
  • Leads specific team while assisting with meeting or exceeding property goals.
  • 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 developis action plans to attack needed areas and expand on strengths.
  • Sets clear expectations, with the General Manager, for the team.
  • 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)

  • 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.
  • Schedules the team against guest and hours/occupied room goals.
  • Monitors compliance with standards and procedures.
  • Performs hourly job functions as needed.

Providing Exceptional Customer Service

  • Provides excellent customer service by being readily available/approachable for all guests.
  • Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department.
  • 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 all team members meet or exceed all hospitality requirements.

Managing Profitability

  • Performs 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.

Conducting Human Resources Activities

  • Interviews and assists in making hiring decisions.
  • Promotes both Guarantee of Fair Treatment and Open Door policies.
  • Verifies that orientations for new team members are thorough and completed in a timely fashion.
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.

When you join the Sheraton family, you become a member of its global community. We’ve been a place to gather and connect since 1937. At Sheraton, associates create a sense of belonging in more than 400 communities around the world. We welcome guests through engaging experiences and thoughtful service. If you’re a team player who is excited to deliver a meaningful guest experiences, we encourage you to explore your next career opportunity with Sheraton.

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About this Employer

Sheraton Inner Harbor Hotel

300 South Charles Street
Baltimore, MD 21201

(410) 962-8300

337 Room Hotel

www.starwoodhotels.com

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Welcome to the revitalized Sheraton Inner Harbor Hotel! Retreat to one of our 337 spacious guest rooms, and enjoy the celebrated 'ahhhh' of the pillow-top mattress, featherweight, pure-white duvet and crisp white linens of The Sheraton Sweet Sleeper™ Bed. Touch base with home or the office with wireless High Speed Internet Access and oversized work desks, and enjoy new flat-panel TVs in our 100% smoke-free rooms. Take advantage of our newly installed Link@Sheraton experienced with Microsoft, a lobby lounge offering travelers a convenient online experience and a comfortable setting where you can to stay connected to work, family and friends while on the road.

Surround yourself with the best of Baltimore. Connected to the Convention Center and a brief walk from the magnificent Inner Harbor, Oriole Park at Camden Yards, and M&T Bank Stadium which is home to the Baltimore Ravens, we are convenient to everything that makes our city so wonderful. Get in on the fun with your friends and family and explore The National Aquarium, Maryland Science Center, 1st Mariner Arena, or the Hippodrome Theater. Stroll around our charming and lively neighborhood, or take in historic Fort McHenry, birthplace of the Star Spangled Banner.

Think of us for your next event or meeting. We'll help you plan an event that is perfectly tailored to your needs. After a long day of conferences or sightseeing, satisfy your appetite for local favorites at The Orioles Grille or enjoy a sumptuous meal at the classic Morton's, The Steakhouse.

We look forward to welcoming you to the refreshed Sheraton Inner Harbor Hotel, Baltimore’s premiere Sheraton at the Inner Harbor.