Rooms Operations Manager

Delta Hotels and Resorts®; Sherbrooke; On-site; CAD 51,000 - 62,000; Full time

Benefits offered by this job

Annual bonus

Flexible work options

Retirement plan and benefits

Marriott travel perks

Job summary

Delta Hotels Sherbrooke Conference Centre is seeking a Management professional to assist in running all rooms/guest services operations. You will supervise Front Office, Engineering, and Housekeeping, driving service standards and guest satisfaction while supporting financial performance.

The role emphasizes leadership, staff development, and adherence to Marriott brand guidelines, with a focus on optimizing guest experiences and operational efficiency.

Qualifications

• High school diploma or GED required with 4 years in guest services or related area.
• 2-year degree in Hotel/Restaurant Management or related field with 2 years experience preferred.

Responsibilities

• Lead room operations team and ensure guest tracking and productivity goals are met.
• Manage Front Office, Engineering/Maintenance and Housekeeping operations to support service standards.
• Improve guest and staff satisfaction and monitor compliance with SOPs and brand guidelines.
• Assist with scheduling and daily operations to meet property goals and financial targets.

Education

High school diploma or GED; 4 years experience in guest services, front desk, housekeeping, or related area

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

Job description

Additional Information

Programme de bonification annuelle, Options de travail flexibles, Régime de retraite et avantages sociaux compétitifs et Avantages voyages exclusifs Marriott

Job Number

26115455

Job Category

Rooms & Guest Services Operations

Location

2685 Rue King Ouest, Sherbrooke, QC, Canada, J1L 1C1

Schedule

Full Time

Located Remotely?

N

Position Type

Management

Pay Range:

$51,000-$62,000 Annually

Bonus Eligible:

Y

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.

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.We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

Notification to Applicants: Delta Hotels Sherbrooke Conference Centre takes seriously its obligations under the applicable provincial legislation and will 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] and a member of our Human Resources team will respond to your request. Please note that this phone number and email are only for those individuals who would like to request an accessibility accommodation as part of the recruiting process.