Rooms Operations Manager (Housekeeping, Overnights)

Westin Hotels & Resorts; New York (NY); On-site; USD 48,000 - 58,000; Full time

Benefits offered by this job

Bonus eligible

Job summary

Westin Hotels & Resorts at 270 West 43rd Street, New York, NY 10036 seeks an Overnight Schedule Housekeeping Department Manager to lead operations, manage staff, and drive guest and employee satisfaction while optimizing department financial performance.

The role requires a high school diploma or GED with 4 years in guest services, front desk, housekeeping, or related areas, or a 2-year degree with 2 years of related experience. This is a full-time, on-site management position.

Qualifications

• 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

Responsibilities

• Ensures that goals are translated to the team as they relate to guest tracking and productivity.
• Understands employee and guest satisfaction results and communicates game plans to address need areas and expand on the strengths.
• Assists in ensuring that the team has the capabilities to meet expectations.
• Assists employees in understanding guests' ever-changing needs and expectations, and exceeding them.
• Performs hourly job functions as needed.

Education

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

Job description

Additional Information

Overnight Schedule Housekeeping Department

Job Number

26132922

Job Category

Rooms & Guest Services Operations

Location

270 West 43rd Street, NEW YORK NY 10036, United States VIEW ON MAP

Schedule

Full Time

Located Remotely?

N

Position Type

Management

Pay Range:

$35.10-$42.31 per hour

Bonus Eligible:

Y

Job Summary

Supports the successful execution of all operations in the Housekeeping department and managing staff. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department. Ensures that standards and procedures are being followed.

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 Rooms Operations Team

• Ensures that goals are being translated to the team as they relate to guest tracking and productivity.
• Understands employee and guest satisfaction results and communicates game plans to address need areas and expand on the strengths.
• Assists in ensuring that the team has the capabilities to meet expectations.
• Assists employees in understanding guests' ever-changing needs and expectations, and exceeding them.

Supporting Property Rooms Operations Function(s)

• 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.
• Assists/teaches the team scheduling against guest and hours/occupied room goals.
• Performs hourly job functions as needed.

Managing And Monitoring Activities That Affect The Guest Experience

• Provides excellent customer service by being readily available/approachable for all guests.
• Takes proactive approaches when dealing with guest concerns.
• Extends professionalism and courtesy to guests at all times.
• Responds timely to customer service department request.
• Ensures all team members meet or exceed all hospitality requirements.

Assisting in Managing Profitability

• Assists in performing required annual Quality audit with GM & RD.
• Ensures a viable key control program is in place.
• Understands financial statements, sales and activity reports, and other performance data.

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.

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.