Rooms Operations Manager

Rooms Operations ManagerWhat's in it for you…

• Insurance enrollment available from DAY 1!

• Paid time off available from DAY 1!

• Holiday pay available from DAY 1!

• 401(k) enrollment after 30 days!

• Hotel and travel discounts at worldwide destinations!

• Professional development and promotion opportunities!

About this job…

The Rooms Operations Manager is a hands-on, people-focused leader responsible for delivering an exceptional guest experience through the seamless operation of both Front Office and Housekeeping. This role is built around the belief that a great hotel experience is created by one cohesive team, working together with shared standards, mutual accountability, and a commitment to excellence.

As part of a collaborative Rooms leadership team consisting of two Rooms Operations Managers and two Rooms Operations Supervisors, this position shares responsibility for the daily operation of the Rooms division, the development of associates, and the overall guest journey—from pre-arrival preparation and a welcoming check-in to room readiness, the guest's stay, and a memorable departure.

We are looking for an operationally forward-thinking leader who leads by example, takes ownership, anticipates needs, and finds opportunities to make our people, processes, and guest experiences better every day.

Success in this role means building a team where associates support one another, hold each other accountable to high standards, and are genuinely invested in each other's personal and professional growth. The Rooms Operations Manager creates an environment where excellence is a shared responsibility, collaboration is second nature, and every team member understands the impact they have on the guest experience.

What you'll be doing…

Lead One Cohesive Rooms Team

• Collaborate with fellow Rooms Operations Managers and Supervisors to lead Front Office and Housekeeping as one integrated operation with shared goals, standards, and accountability.

• Build a culture of teamwork, trust, respect, and open communication where associates understand that the success of one department depends on the success of the entire team.

• Lead by example, working alongside associates, stepping into operational needs, and demonstrating a willingness to do what it takes to deliver an exceptional experience.

• Foster an environment of mutual accountability where team members challenge, support, and inspire one another to achieve excellence.

• Create meaningful opportunities for associates to develop personally and professionally through coaching, mentorship, constructive feedback, and continuous learning.

• Support the hiring, onboarding, training, recognition, and retention of a high-performing, diverse, and engaged team.

Own the Entire Guest Journey

• Share responsibility for the guest experience from pre-arrival communication and preparation through check-in, room readiness, the guest's stay, and departure.

• Ensure Front Office and Housekeeping work together seamlessly to deliver clean, comfortable, welcoming rooms and thoughtful, personalized service.

• Anticipate guest needs, identify opportunities to exceed expectations, and proactively address potential service challenges before they impact the guest.

• Actively engage with guests, listen with empathy, and take ownership of concerns through timely, thoughtful, and effective resolution.

• Collaborate with the entire Rooms leadership team to ensure consistent service standards, effective communication, and smooth transitions throughout the guest journey.

• Empower associates to take initiative, solve problems, and create memorable moments that strengthen guest satisfaction and loyalty.

Drive Operational Excellence

• Maintain an active presence throughout the hotel, supporting daily Front Office and Housekeeping operations and ensuring the team has the leadership, resources, and direction needed to succeed.

• Coordinate room assignments, room readiness, arrivals, departures, housekeeping priorities, and special guest requests to support a seamless daily operation.

• Establish and maintain clear operational expectations, service standards, and accountability across all Rooms functions.

• Identify opportunities to improve workflows, eliminate inefficiencies, and strengthen communication between departments.

• Monitor guest feedback, cleanliness standards, service performance, productivity, and operational results to drive continuous improvement.

• Assist in managing labor, scheduling, purchasing, supplies, and controllable expenses while balancing operational efficiency with the guest and associate experience.

• Ensure associates are knowledgeable about hotel systems, safety standards, emergency procedures, and operational expectations.

• Partner with other hotel departments to create a connected, responsive, and solutions-oriented hotel operation.

Develop People and Strengthen Our Culture

• Recognize that leadership is not simply about managing tasks, but about helping people become better at what they do and more confident in who they are.

• Coach associates with consistency, fairness, empathy, and a genuine interest in their individual goals and development.

• Encourage associates to take ownership of their work, learn from challenges, celebrate successes, and support the growth of their teammates.

• Create an environment where feedback is welcomed, accountability is constructive, and continuous improvement is part of the everyday culture.

• Promote a diverse and inclusive workplace where all associates and guests feel respected, valued, and supported.

• Demonstrate professionalism, integrity, adaptability, and a positive, solutions-focused attitude in every interaction.

Requirements…

Experience & Education:

• 1+ year of hotel operations management or comparable hospitality leadership experience.

• Bachelor's degree or equivalent professional experience required.

• Experience in Front Office, Housekeeping, or Rooms Division operations preferred.

• Experience with Opera PMS preferred.

• Bilingual communication skills preferred.

• Valid driver's license.

Leadership & Operational Skills:

• A hands-on, operationally focused leadership style with a willingness to support all aspects of Rooms operations.

• Demonstrated ability to build strong teams, develop associates, and create a culture of shared accountability.

• Strong organizational skills with the ability to prioritize, adapt, and make sound decisions in a fast-paced hotel environment.

• A proactive mindset with a passion for improving processes, solving problems, and elevating the guest experience.

• Ability to collaborate effectively with fellow leaders and operate within a shared leadership structure.

• Commitment to personal growth, professional development, and helping others achieve their potential.

Communication:

• Excellent verbal and written communication skills, including strong interpersonal, diplomacy, and problem-solving abilities.

• Ability to communicate clearly and respectfully with guests, associates, and fellow leaders.

• Strong administrative skills with intermediate proficiency in Microsoft Office applications.

• Must be able to speak, read, and write in the primary language used in the workplace.

• Bilingual proficiency preferred.

Physical:

• 8+ hours per day; stand, sit, and walk frequently throughout the workday.

• Lift, lower, push, pull, and maneuver up to 30 pounds occasionally.

• Ability to remain actively engaged in hotel operations throughout the workday.

About First Hospitality…

Founded in 1985 and based in Chicago, First Hospitality is a forward-thinking hotel development, investment, and management company. First Hospitality's strategic vision is to create value for all through excellence and an openness to doing things differently.

First Hospitality seeks to attract and retain a high-performing and diverse workforce in which employees' differences are respected and valued to better meet the varying needs of the customers we serve. First Hospitality fosters an inclusive work environment that promotes collaboration, flexibility, and fairness.

Equal Opportunity Employer.