Management/Operation
Americas
Posted 1 month ago

This luxury international hotel is set at the heart of the US capital, Washington DC.

Objective:

To ensure guests’ overall successful experience during their stay by providing a friendly, warm, genuine, efficient, and personalized service with the entire Rooms Division Colleagues.

The Rooms Operations Manager will provide supervision, delegation, support, and leadership in Rooms Division in accordance with the objectives, performance, and quality standards established by the hotel.  The Rooms Operations Manager will serve as the Manager on Duty in both Front Office and Housekeeping operations based on business needs and demands. The Rooms Operations Manager will support Reservation Department Operation in need, assigned by the Director of Rooms and/or Hotel Management. This individual will also be responsible for developing & executing strategic and long- and short-term objectives for both Front Office and Housekeeping Departments.

Organizational Structure

The Rooms Operations Manager reports to the Front Office Operations Manager and Housekeeping Managers. He / She supervises Guest Service Agent, Bell, and Door, Room Attendant, House Person, Public Attendant, Office Coordinator, Laundry Attendant (House/Guest), Uniform Attendant, Seamstress when He / She is scheduled in the relevant department.

Duties and Responsibilities

Front Office Aspects:

  • Serve as the Manager on Duty and Emergency Response Team member, available to guests at all times.
  • Handle all guest compliments, comments, observations,s and complaints in a timely and effective manner, ensuring guests’ complete satisfaction.
  • Ensure the operation within the department is efficient and financially making sense.
  • Maintain all information and files, ensure that paperwork is kept to a minimum, and Guest information to be stored following the company’s Policy and Procedure.
  • Ensure all the requests and questions by internal and external guests to be responded to in a timely and efficient manner and outcome be up to the guest’s complete satisfaction.
  • Perform assigned projects for any areas in Front Office, ensuring the best possible outcome.
  • Perform administrative duties such as but not limited to, daily schedule/hours edit in the system, payroll, inventory, purchase requests, attendance record, etc. assigned by Front Office Operations Manager
  • Interact with guests in person; recognize and anticipate their individual needs.
  • To be present in the public area for the quality check to be performed for colleagues and to ensure all standards are met in services.
  • Ensure the bellman and doorman are handling, delivering, and storing all guest items with safety and in a timely manner following the company’s standards.
  • Revise and maintain SOP up to date.
  • Support Front Office Operations Manager to manage successful Front Office Upselling Program, encouraging participation and growth to contribute to maximizing the room revenues.
  • Ensure all the safety measures for the guests and colleagues are fully understood and followed through by all colleagues at all times.
  • Support Front Office Operations Manager to manage aspects of human resources and training functions, including counseling, coaching, training, disciplinary actions, etc., for all colleagues in the department.
  • Support Front Office Operations Manager to manage to discuss and evaluate colleague’s performance throughout the year.
  • Attend management meeting in absence of Front Office Operations Manager
  • Perform the task and project which being assigned by Director of Rooms, and/or other Hotel Management

Housekeeping Aspects:

  • Handle all guest compliments, comments, observations, and complaints in a timely and effective manner, ensuring guests’ complete satisfaction.
  • Perform daily inspection with highest standard compliances of assigned areas, guestrooms, the exterior of the building, and heart of house areas.
  • Perform all duties relating to the opening and closing of the housekeeping department, ensuring an efficient and proactive service for our guests as well as maximizing productivity throughout the department.
  • Supervise, Guide, and Support all colleagues in the department with their duties.
  • Support Housekeeping Managers and Executive Housekeeper to manage aspects of human resources and training functions, including counseling, coaching, training, disciplinary actions, etc., for all colleagues in the department.
  • Support Housekeeping Managers and Executive Housekeeper to manage to discuss and evaluate colleague’s performance throughout the year.
  • Attend management meeting in absence of Housekeeping Managers and Executive Housekeeper
  • Perform the task and project which being assigned by Executive Housekeeper, Director of Rooms, and/or other Hotel Management

Mandatory

  • 2+ years Front Office and Housekeeping (each) supervisory or above experience
  • Prior Front Office and Housekeeping supervisory or above experience in a luxury hotel.
  • Proven ability to work under great diversity within the team, able to communicate with all types of different colleagues clearly and effectively.
  • Excellent problem and conflict resolutions skills
  • Superior communication skills; fluency in English in speaking and writing
  • Computer literate to include Microsoft Office, Word, PowerPoint, Excel, etc
  • Ability to work a very flexible schedule that includes long hours, late nights, overnights, early mornings, weekends, and holidays.
  • Physically competent to stand/walk for 8+ hours per day, perform lifting/pulling/pushing of items occasionally, ability to climb/descend stairs occasionally.

Desirable

  • Multi-lingual is preferred.
  • Union hotel experience in Housekeeping and/or Front Office

Contact with your resume: jenny@excelcium.com

Job Features

Job Category

Hotel

Apply Online

A valid email address is required.
A valid phone number is required.