Rooms Operations Manager

Westin Hotels & Resorts; Seattle (WA); On-site; USD 80,000 - 84,000; Full time

Benefits offered by this job

401(k) plan

Stock purchase plan

Employee discounts at properties

Commuter benefits

Employee assistance plan

Childcare discounts

Job summary

Westin Hotels & Resorts in Seattle is seeking a Managing Rooms Operations professional to oversee Front Office, Engineering/Maintenance, and Housekeeping, ensuring top-tier guest satisfaction and financial performance. You will lead staff, monitor standards, and drive initiatives to meet property goals.

The role requires strong leadership, a background in rooms operations, and a commitment to service excellence.

Qualifications

• High school diploma or GED; 4 years experience in guest services, front desk, housekeeping, or related area.
• 2-year degree from an accredited university in Hotel/Restaurant Management, Hospitality, Business Administration, or related major; 2 years experience in guest services, front desk, housekeeping, or related area.

Responsibilities

• Verifies goals are translated to the team as they relate to guest tracking and productivity.
• Creates a property environment emphasizing motivation, empowerment, teamwork and service.
• Understands guest satisfaction results and develops plans to address needs and leverage strengths.
• Leads by example, demonstrates energy and enthusiasm.
• Assists employees in understanding guests' changing needs and expectations, and exceeding them.
• Manages operations in rooms area departments including Front Office, Engineering/Maintenance, Housekeeping.
• Publishes guest satisfaction results in a timely fashion.
• Meets with staff to review goals and results, and schedules against guest/occupancy goals.
• Performs hourly job functions when needed and supports business needs.

Skills

Staff management

Guest satisfaction

Team leadership

Operational knowledge

Education

High school diploma or GED

2-year degree in Hospitality/Business or related

Job description

Additional Information

• Job Number 26124057
• Job Category Rooms & Guest Services Operations
• Location 1900 5th Ave, SEATTLE WA 98101, United States VIEW ON MAP
• Schedule Full Time
• Located Remotely? N
• Position Type Management
• Pay Range: $80,169-$84,169 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. 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.

All positions offer a 401(k) plan, stock purchase plan, discounts at Marriott properties, commuter benefits, employee assistance plan, and childcare discounts. Benefits are subject to terms and conditions, which may include rules regarding eligibility, enrollment, waiting period, contribution, benefit limits, election changes, benefit exclusions, and others.

Full-time positions also offer coverage for medical, dental, vision, health care flexible spending account, dependent care flexible spending account, life insurance, disability insurance, accident insurance, adoption expense reimbursements, paid parental leave and educational assistance.

Washington Applicants Only: Employees will accrue paid sick leave, 0.04359 PTO balance for every hour worked and be eligible to receive a minimum of 7 holidays annually.

At Westin, we are committed to empowering guests to regain control and enhance their well-being when they need it most while traveling, ensuring they can be the best version of themselves. To achieve the brand mission of becoming the preeminent wellness brand in hospitality, we need passionate and engaged associates to bring the brand’s unique programming to life. We want our associates to embrace their own well-being practices both on and off property. You are the ideal Westin candidate if you are passionate; you are active and take pride in how you maintain your well-being; you are optimistic; you are adventurous. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.