The Rooms Operations Manager is responsible for ensuring the operation of Guest Services, Housekeeping, Bell Staff, and Front Office in an attentive, friendly, efficient and courteous manner, providing all guests with quality service while maximizing room revenue and productivity, and developing managers and employees.

Responsibilities:

• Employees must be attentive, friendly, helpful, and courteous to all guests, managers, and fellow employees always.
• Respond to guest requests, problems, complaints and/or accidents arising in person or through reservations, comment cards, letters and/or phone calls, in an attentive, courteous, and efficient manner. Follow up to ensure guest satisfaction.
• Motivate, coach, counsel and discipline all Rooms Division personnel according to hotel standards.
• Prepare and conduct all front-of-house Rooms Division interviews and follow hiring procedures according to SOP's. Actively support People and Culture with recruiting efforts.
• Develop employee morale and ensure training of Rooms Division personnel.
• Maintain a professional working relationship and promote open lines of communication with other managers, employees, and other departments.
• Ensure implementation of Crescent Hotels and Resorts policies and hotel rules. Understand hospitality terminology.
• Ensure sign off, of all policies and standards for rooms division managers. Monitor completion of required trainings for hourly staff.
• Monitor oversold dates to ensure the maximization of rooms revenue.
• Ensure compliance with night audit, house balancing, service training, effective training according to Crescent Hotels and Resorts standards.
• Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report, and maintain close observation of daily house count. Monitor selling status of house daily.
• Attend daily standup and monthly department meetings.
• Monitor and support the hotel’s recognition program.
• Monitor expenses to maximize profit, using accounting tools.
• Conduct walk-throughs of public areas and guestrooms to ensure that cleanliness and maintenance standards are met.
• Assists with coordination of major projects such as renovations, capital expenditures, equipment change-overs, etc.
• Conduct weekly rooms division meeting, including a monthly financial review.
• Manage and deliver performance reviews according to SOP and ensure compliance.
• Monitor labor expenses through schedule approval process and ensure budgeted productivity.
• Assist with update of rooms division’s annual budget, including all areas of the rooms department.
• Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
• Assist in preparation of revenue and occupancy forecasting.
• Operate radios efficiently and professionally while communicating with hotel staff.
• Be knowledgeable of the current corporate marketing programs and the standards and procedures for each. Ensure front desk staff is knowledgeable in understanding and implementing corporate programs.
• Monitor all V.I.P. guests and their requests, ensure communication is passed on to the team.
• Ensure overall guest satisfaction.

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.

Qualifications:

• Must be proficient in Office365, Opera Cloud, corporate platforms.
• Long hours sometimes required.
• Medium work - Exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Must be able to effectively communicate both verbally and written, with employees and guests in an attentive, friendly, courteous, and service oriented manner.
• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
• Must be able to multitask and prioritize departmental functions to meet deadlines.
• Attend all hotel required meetings and trainings.
• Maintain regular attendance in compliance with Crescent Hotels and Resorts Standards, as required by scheduling, which will vary according to hotel needs.
• Maintain high standards of personal appearance and grooming, including wearing nametags.
• Comply with standards and regulations to encourage safe and efficient hotel operations.
• Maximize efforts towards productivity, identify problem areas, and assist in implementing solutions.
• Must be effective in handling problems, including anticipating, preventing, identifying, and solving problems as necessary.
• Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.
• Must be able to maintain confidentiality of information.
• Perform other duties as requested by management.
• Maintain a warm and friendly demeanor always.

For applicants who will be working in NYC, the anticipated compensation range for the position is $33.00 to $37. The salary offered to a successful candidate will be dependent on several factors that may include but are not limited to years of experience within the job, years of experience within the required industry, education, work location, etc. Crescent Hotels is a multi-state employer and the salary ranges indicated herein may not reflect positions that work only in other states.

We offer a comprehensive health care benefit plan, 401(k) plan with up to 3% company match, accrued paid time off (including sick leave where applicable), life insurance, group disability insurance, travel discounts, paid parental leave, flexible spending accounts, pre-tax commuter benefits, and other life and work wellness benefits. Benefits may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions