Senior Rooms Operations Manager

Description

Who We Are

Founded in 1926, the Colonial Williamsburg Foundation is a private, not-for-profit educational, historic, and cultural institution that owns and operates one of the largest and best-known museum complexes in the world. Our mission is “that the future may learn from the past” through preserving and restoring 18th-century Williamsburg, Virginia’s colonial capital. We engage, inform, and inspire people to learn about this historic capital, the events that occurred here, and the diverse peoples who helped shape a new nation.

Today, Colonial Williamsburg is the largest living history museum in the U.S. The Historic Area is the 301-acre restored colonial capital with 89 original buildings and 525 buildings reconstructed to how they appeared in the 18th century through extensive archaeological, architectural, and documentary research. The Historic Area is staffed by highly trained, historically dressed interpreters and expert tradespeople who bring the 18th century to life. The Foundation also owns and operates two world-class museums, the DeWitt Wallace Decorative Arts Museum, and the Abby Aldrich Rockefeller Folk Art Museum, The Bob and Marion Wilson Teacher Institute, and a renowned research library, the John D Rockefeller Jr Library.

Additionally, Colonial Williamsburg is home to five world class accommodations at the Williamsburg Inn, Williamsburg Lodge Autograph Collection, the Griffin Hotel, the Williamsburg Woodlands Hotels and Suites and the unique Colonial Houses in the Historical Area. Visitors may also indulge in food and drink at our many on-site restaurants and taverns that blend a historically inspired dining experience with today’s evolved tastes. Each year over five million people visit Williamsburg and another 20 million engage with us digitally.

Main Duties

Responsibilities include but are not limited to:

• Leadership and Supervision: Directs the day-to-day work of Front Desk Supervisors and the Bell/Doorman, AYS, and Concierge teams. Assigns responsibilities, establishes priorities, monitors performance, and ensures adequate leadership coverage across all shifts.
• Training and Accountability: Develops and maintains structured training plans for new and existing employees. Verifies that orientation and required training are completed, conducts regular coaching and one-on-one meetings, documents performance concerns, recognizes positive performance, and follows established corrective-action procedures when expectations are not met.
• Guest Service Operations: Ensures Front Desk, Bell/Doorman, AYS, and Concierge operations are organized, responsive, and aligned with service standards. Maintains a strong lobby and operational presence and provides support during peak periods, high occupancy, group arrivals, special events, and other business demands.
• Guest Satisfaction and Recovery: Reviews guest feedback, satisfaction scores, mobile chat response performance, service-recovery activity, and operational trends. Creates action plans to improve results, follows up on unresolved guest concerns, and ensures appropriate recovery and communication are completed.
• Marriott Standards and Programs: Ensures compliance with applicable Marriott brand standards, Bonvoy recognition and enrollment expectations, mobile guest services, required audits, training, and property-specific procedures. Communicates results and corrective actions to the team.
• Labor Control: Prepares and manages schedules according to occupancy, arrivals, departures, group activity, service needs, and approved productivity standards. Reviews daily labor performance, payroll, overtime, attendance, and staffing levels; adjusts deployment to meet operational and financial expectations.
• Expense Control: Monitors departmental expenses, purchasing, supplies, uniforms, equipment, open purchase orders, invoices, and budget performance. Identifies savings opportunities and takes timely corrective action when spending exceeds plan.
• Performance Management and Staffing: Participates in recruiting, interviewing, selection, onboarding, performance evaluations, recognition, promotion recommendations, and disciplinary or separation processes in partnership with Human Resources and property leadership.
• Union Environment: Applies applicable collective bargaining agreement provisions, work rules, scheduling requirements, attendance standards, and disciplinary processes consistently and in coordination with Human Resources. Maintains professional employee relations and addresses concerns promptly.
• Communication: Conducts shift meetings and departmental meetings; communicates goals, guest feedback, operational priorities, financial results, policy updates, and service standards. Ensures employees understand expectations and receive timely follow-up.
• Safety, Security, and Compliance: Supports key-control, cash-handling, privacy, emergency, safety, security, and loss-prevention procedures within assigned departments. Reports concerns promptly and ensures employees follow established procedures.
• Cross-Department Coordination: Coordinates with operational departments and business partners to support guest needs, resolve service issues, and maintain continuity throughout the guest journey.
• Additional Duties: Performs operational functions as needed and completes other duties assigned to meet business needs. This job description reflects the general responsibilities of the position and is not intended to be an exhaustive list. Duties and responsibilities may evolve over time based on operational needs.

Required Education and Experience

• Bachelor’s degree in Hotel and Restaurant Management, Hospitality, Business Administration, or a related discipline with a minimum of four years of relevant experience; or an equivalent combination of education and progressively responsible hotel operations experience totaling eight years or more.
• Minimum of five years of direct managerial or supervisory experience in hotel operations.
• Minimum of four years of direct experience in guest services, front desk, bell/doorman services, AYS, concierge, or a related full-service hotel operation.
• Demonstrated experience managing labor, scheduling, payroll, overtime, departmental expenses, and budget performance is required.

Must possess a valid Commonwealth of Virginia driver’s license and have an acceptable driving record based on The Colonial Williamsburg Foundation’s criteria.

• Must be able to provide a 5-year Motor Vehicle Record prior to employment
• Must be at least 21 years of age
• May not have more than 1 moving violation or at fault accident within 12 months
• May not have more than 2 moving violations or at fault accidents within 36 months

May not have any serious motor vehicle violations including but not limited to excessive speeding, reckless driving, DUI/DWI, suspended or revoked license, etc.

Preferred Qualifications

• Marriott-branded hotel experience is preferred; comparable full-service, luxury, or upper-upscale hotel experience will also be considered.
• Previous experience working in a union or collective bargaining environment is preferred but not required.
• Experience managing guest-facing operations in a large, complex, high-volume, or multi-property organization.
• Management experience in a four-star, luxury, resort, or convention hotel setting.
• Experience with UniFocus or a comparable labor-management and scheduling system.

Physical and Environmental Demands:

Typical Work Schedule:

8 to 10 hour days five days per week. Must fill in during busy times.

Compensation Disclaimer: The compensation listed below for this position represents the anticipated hiring range and is provided in accordance with Virginia pay transparency requirements. Actual compensation will be determined based on factors such as the selected candidate’s skills, qualifications, experience, education, certifications, internal equity, and the specific requirements of the role.

Range: $55,000 - $82,000/year

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.