Assistant Rooms Operations Manager

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 reporting malfunctions.

•
Ensures employees have the proper supplies and uniforms.

• Understands
night audit procedures and being 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 and

• 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 monitoring adherence to all relevant policies and procedures.

•
Participates in department meetings and continually communicating 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 providing 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; supervising on-going training initiatives and conducting training
when appropriate.

• Communicates performance expectations 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.