Senior Rooms Operations Manager
- Vancouver, BC
- Permanent
- Full-time
- High school diploma or GED; 4 years experience in the guest services, front desk, housekeeping, or related professional area.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.