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.