Assistant Rooms Operations Manager

Westin Hotels & Resorts; Ottawa; On-site; CAD 64,000 - 76,000; Full time

Job summary

The Westin Ottawa is seeking an entry level management professional to support day-to-day Rooms Operations and supervise related areas including Housekeeping, Recreation, Laundry, Staff, AYS and Concierge/Guest Services. The role directs teams to execute guest arrival/departure procedures and uphold cleanliness standards while working to meet the operating budget.

Responsibilities include monitoring room operations, supervising shifts, reviewing reports, and ensuring loss prevention policies are

Qualifications

• Leadership experience preferred in guest services/rooms operations.
• Flexible schedule and ability to support front office tasks.
• Experience in guest services, front desk, housekeeping or related areas.

Responsibilities

• Opens and closes Front Desk shifts / Housekeeping and ensuring completion of assigned shift checklist and other duties.
• Runs and reviews critical information contained in room operations reports.
• Understands night audit procedures and is able to comprehend and utilize reports as necessary.
• Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.
• Interacts with guests to obtain feedback on product quality and service levels; responds to and handles guest problems and complaints.
• Oversees daily shift operations and ensures compliance with all policies, standards and procedures.

Skills

Leadership Experience Preferred

Flexible Schedule

Front Office

Education

High school diploma or GED; 4 years experience in guest services/front desk/housekeeping

2-year degree in Hotel/Restaurant Management, Hospitality, Business Admin or related; 2 years experience in guest services/front desk/housekeeping

Job description

Additional Information

Leadership Experience Preferred, Flexible Schedule, Front Office

Job Number

26088808

Job Category

Rooms & Guest Services Operations

Location

11 Colonel By Drive, Ottawa, ONT, Canada, K1N 9H4

Schedule

Full Time

Remote Availability

No

Position Type

Management

Pay Range

$64,000-$76,000 annually

Bonus Eligible

Yes

Job Summary

Entry level management position that focuses on supporting the day-to-day activities of Rooms Operations and supervision of related areas that include Housekeeping, Recreation, Laundry, Staff, AYS and Concierge/Guest Services. Position directs and works with employees to carry out guest arrival and departure procedures and to maintain the property’s cleanliness standards. Strives to ensure guest and employee satisfaction and achieve the operating budget.

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

Supporting the Management of Rooms Operations Activities

• Opens and closes Front Desk shifts / Housekeeping and ensuring completion of assigned shift checklist and other duties.
• Runs and reviews critical information contained in room operations reports.
• Understands the functions of the Recreation, Laundry, Housekeeping, Bell Staff, AYS, Front Desk and Concierge/Guest Services operations.
• Temporarily supervises all areas of the Room Operations department in the absence of the Room Operations management.
• Operates all department equipment as necessary and reports malfunctions.
• Ensures employees have the proper supplies and uniforms.
• Understands night audit procedures and is able to comprehend and utilize reports as necessary.
• Understands and complies with loss prevention policies and procedures.

Contributing Information to Support Managing to Budget

• Supervises same day selling procedures to maximize room revenue and property occupancy.
• Verifies accuracy of room rates to maximize revenue opportunities.
• Uses budgets, operating statements and payroll progress reports as needed to assist in the management of the Room Operations.
• Participates in the management of departmental controllable expenses to achieve or exceed budgeted goals.
• Understands the impact of Room Operations on the overall property financial goals and objectives.

Providing For And Managing The Guest Experience

• Participates as needed in the investigation of employee and guest accidents.
• Assists in the use of a guest information tracking system to ensure that a successful repeat guest recognition program is in use to recognize guest preferences.
• Sets a positive example for guest relations.
• Interacts with guests to obtain feedback on product quality and service levels; effectively responding to and handles guest problems and complaints seeking assistance from supervisor as necessary.
• Assists in the review of comment cards and guest satisfaction results with employees.

Managing and Conducting Human Resources Activities

• Provides support for operational functions as necessary.
• Trains staff and monitors adherence to all relevant policies and procedures.
• Participates in department meetings and continually communicates a clear and consistent message regarding the Room Operations goals to produce desired results.
• Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.
• Helps to train employees in safety procedures and supervises their ability to execute departmental and property emergency procedures.
• Observes service behaviors of employees and provides feedback to individuals; continuously striving to improve service performance.
• Empowers employees to provide excellent customer service within guidelines.
• Participates as needed in the interviewing and hiring of Room operations employee team members with the appropriate skills.
• Uses all available on the job training tools for employees; supervises ongoing training initiatives and conducts training when appropriate.
• Communicates performance expectations to employees in accordance with job descriptions for each position.
• Participates in the employee performance appraisal process, giving feedback to Room Operations Managers on individual employee performance issues.
• Coaches, counsels and encourages employees.
• Participates in employee progressive disciplinary procedures as required.
• Handles employee questions and concerns.
• Participates in an ongoing employee recognition program.
• Effectively schedules employees to business demands and tracks employee time and attendance.
• Assists in performing the payroll function.
• Oversees daily shift operations and ensures compliance with all policies, standards and procedures.

Equal Opportunity Employment Statement

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non‑discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

Accessibility Accommodations

The Westin Ottawa takes seriously its obligations under provincial human rights and accessibility legislation (such as the Accessibility for Ontarians with Disabilities Act, 2005, the Accessibility for Manitobans Act, and Nova Scotia Accessibility Act). We are happy to provide accommodations to job applicants needing assistance. If you require an accommodation in relation to this job posting, our online application or an interview, please call 905-366-5227 or email [e-mail]. This posting is for an existing vacancy.