Rooms Operations Manager

Rooms Operations Manager

The Rooms Operations Manager is responsible for leading two key guest service departments: Front Office and Housekeeping. This role ensures seamless operations, exceptional guest satisfaction, and adherence to brand standards. This dual role requires strong leadership, excellent organizational skills, and the ability to balance administrative oversight with hands-on operational management.

Responsibilities

Front Office Management:

• Oversee daily front desk operations, reservations, guest check-in/check-out, and concierge services.
• Train, schedule, and supervise front desk associates to deliver warm, efficient, and professional service.
• Handle guest concerns and special requests promptly, maintaining high satisfaction scores.
• Manage cash handling, billing accuracy, and reconciliation of daily reports.
• Monitor room availability, rate strategies, and coordinate with sales/marketing on occupancy goals.

Housekeeping Management:

• Lead and supervise housekeeping staff to maintain the highest standards of cleanliness and presentation in guest rooms, public areas, and back-of-house spaces.
• Plan and adjust daily cleaning schedules based on occupancy and staffing levels.
• Conduct regular inspections to ensure quality and brand standards are met.
• Manage ordering and inventory control for linens, cleaning supplies, and guest amenities.
• Oversee linen/laundry operations, ensuring timely turnaround.

Shared Leadership & Operational Duties:

• Recruit, train, and develop team members in both departments.
• Maintain strong interdepartmental communication to ensure smooth guest experiences.
• Monitor and control departmental budgets, labor costs, and supply expenses.
• Ensure compliance with safety regulations, sanitation standards, and company policies.
• Participate in management meetings, reporting on operational updates, performance, and opportunities for improvement.
• Greets customers immediately with a friendly and sincere welcome, uses a positive and clear speaking voice, listens to and understands requests, issues, and situations from both guests and team members.

Supportive Functions:

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the company.

• Handles guest relocations as required.
• Prepares daily forecast of expected arrivals and departures.

Qualifications

Prerequisites:

• Excellent communication and listening skills.
• Ability to work under pressure.
• Excellent organizational and prioritization skills, attention to detail, and problem-solving skills.
• Must be mature, pleasant, courteous, cooperative and an enthusiastic team player who displays good human relations' skills.
• Must be flexible in working hours, including weekends, evenings and holidays.
• Basic mathematical comprehension to understand and interpret numbers as they apply to operations in hotels.
• Ability to read, write, speak and understand the English language to communicate effectively with guests and employees.
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.
• Ability to analyze information and make effective judgements.
• Knowledge of inventories, scheduling, and productivity.
• Ability to communicate in Spanish helpful.
• Ability to effectively manage time.
• Ability to access and accurately input information using a moderately complex computer system.

Education/Experience:

• High school graduate or equivalent required.
• Two years combined rooms management or supervisory experience is preferred