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Rooms Operations Manager

Posted February 25, 2023

Sheraton Wild Horse Pass Resort & Spa
Chandler, AZ
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About This Job

Additional Information

$3,000 Sign On Bonus. Housekeeping and Laundry Manager

Job Number

22199878

Job Category

Rooms & Guest Services Operations

Location

Sheraton Grand at Wild Horse Pass, 5594 W Wild Horse Pass Blvd, Chandler, Arizona, United States VIEW ON MAP

Schedule

Full-Time

Located Remotely?

N

Relocation?

N

Position Type

Management

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.

    • 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 Wild Horse Pass Resort & Spa

    5594 W Wild Horse Pass Blvd
    Chandler, AZ 85226

    (602) 225-0100

    500 Room Hotel

    careers.marriott.com

    Managed By

    Profile

    The Sheraton Wild Horse Pass Resort & Spa is committed to providing outstanding service to all of our guests. You'll see that a warm and friendly attitude from all of our associates is a common characteristic throughout the resort. In addition to providing outstanding service, we strive to educate all guests on the unique culture of the Pima and Maricopa tribes through art, storytelling, dances, cuisine, and language.

    Choose from a multitude of recreational opportunities. The toughest decision will be what to do next. The two 18-hole championship golf courses are surrounded by the spectacular mountains and desert and are managed by Troon Golf, offering challenging target golf playable by all skill levels.

    Our Forbes Four Star Aji Spa features 17 treatment rooms including hydrotherapy, dual massages, a state-of-the-art fitness studio and a Watsu Pool. This world-class spa offers native treatments for the mind, body, and soul that have been used for hundreds of years on the sacred grounds of the Gila River Indian Community. Guests can be picked up along the banks of the river by stagecoaches and wagons and splash across the river to the Koli Equestrian Center for riding lessons and trail rides. Or enjoy one or all of the four outdoor pools and spectacular waterslide. Tennis courts, jogging trails and hiking trails are also available along the river, giving you yet another opportunity to enjoy the beautiful mountain views and stunning sunsets.

    Experience the Old West with a visit to Rawhide Western Town & Steakhouse, an authentic replica of an 1880's frontier town located on the resort grounds. Stroll through Rawhide’s Main Street and enjoy attractions such as live cowboy stunt shows, six gun theater, stagecoach and train rides, petting zoo, mechanical bull rides, and more. In addition, browse through Rawhide’s many specialty shops with hard-to-find treasures such as nostalgic candy and homemade fudge at Sweet Sally’s, cowboy-chic western wear at the Silver Spur, and authentic western toys at Magirk’s Toy Store.


    After a day of friends, family, or business, there is one more thing to savor: the welcome of our Sheraton, which is completely smoke-free.