Senior Rooms Operations Manager

Sheraton Hotels & Resorts; Seattle (WA); On-site; USD 96,000 - 121,000; Full time

Benefits offered by this job

401(k) plan

Stock purchase plan

Employee discounts

Commuter benefits

Employee assistance plan

Childcare discounts

Medical insurance (full-time)

Dental insurance

Vision insurance

Flexible spending accounts

Life insurance

Disability insurance

Paid parental leave

Educational assistance

Job summary

Sheraton Hotels & Resorts in Seattle is seeking a hands-on Rooms Operations Manager to lead Front Office, Engineering/Maintenance, and Housekeeping. This role focuses on delivering exceptional guest experiences and optimizing the efficiency of the rooms division.

You will supervise staff, monitor standards, and partner with the General Manager to meet property goals. On-site, full-time position with a strong commitment to service excellence.

Qualifications

• High school diploma or GED with 4 years of guest services experience.
• 2-year degree in Hotel/Restaurant Management, Hospitality, Business Administration, or related major with 2 years of experience in guest services.

Responsibilities

• Oversee operations in rooms departments (Front Office, Engineering/Maintenance, Housekeeping) and manage staff.
• Lead teams to meet or exceed property goals and ensure guest satisfaction.
• Maintain standards and procedures, monitor satisfaction results, and develop improvement plans.
• Schedule and allocate resources to align with guest demand and occupancy targets.
• Provide exceptional customer service and respond to guest concerns promptly.
• Perform hourly duties as needed and uphold professional conduct.

Education

High school diploma or GED; 4 years experience in guest services

2-year degree in Hotel/Restaurant Management or related, with 2 years experience

Job description

Additional Information

Job Number26120705

Job CategoryRooms & Guest Services Operations

Location1400 6th Ave, SEATTLE WA 98101, United States VIEW ON MAP

ScheduleFull Time

Located Remotely?N

Position Type Management

Pay Range: $96,000-$121,000 Annually

Bonus Eligible: Y

Job Summary

Manages 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.
• 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.

Managing 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.
• 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.

Providing Exceptional Customer Service

• 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.

Managing Profitability

• 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.

Conducting Human Resources Activities

• 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.

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. Click here to learn more.

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.

When you join the Sheraton family, you become a member of its global community. We’ve been a place to gather and connect since 1937. At Sheraton, associates create a sense of belonging in more than 400 communities around the world. We invite, we welcome, and we connect guests through engaging experiences and thoughtful service. If you’re a team player who is excited to deliver a meaningful guest experience, we encourage you to explore your next career opportunity with Sheraton. Join us on our mission to be ‘The World’s Gathering Place’. In joining Sheraton Hotels & Resorts, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.