Mgr Ops Rooms (HtlOps)📣 إعلان

About the Role

Sheraton Hotels & Resorts is seeking a Manager of Operations Rooms to oversee and manage the execution of all operations within the rooms division departments, including Front Office, Engineering/Maintenance, and Housekeeping. This full-time position is based in Medina, Al-Madinah Al-Munawarah, and requires 5-10 years of experience. The role focuses on enhancing guest and employee satisfaction while maximizing departmental financial performance and ensuring compliance with established standards and procedures.

Key Responsibilities

The Manager of Operations Rooms will be responsible for leading the rooms operations team, ensuring departmental goals related to guest tracking and productivity are met. This includes fostering a positive work environment that promotes motivation, empowerment, teamwork, and continuous improvement. The role involves understanding and acting upon employee and guest satisfaction results to address areas of improvement and leverage strengths. Key duties also include managing the day-to-day operations of the rooms division, implementing recovery plans, and ensuring all guest feedback is addressed promptly and professionally. The manager will also oversee the execution of human resources activities, including interviewing, hiring, and ensuring thorough new team member orientations.

• Assist in managing the execution of all operations in the rooms area departments (*, Front Office, Engineering/Maintenance, Housekeeping).
• Translate goals to the team regarding guest tracking and productivity.
• Create and nurture a property environment that emphasizes motivation, empowerment, teamwork, and continuous improvement.
• Understand employee and guest satisfaction results and develop plans to address need areas and expand on strengths.
• Ensure the team has the capabilities to meet expectations and lead by example.
• Assist employees in understanding and exceeding guest needs and expectations.
• Follow property-specific second effort and recovery plans.
• Publish all guest satisfaction results in a timely fashion.
• Take proactive approaches when dealing with employee and guest concerns, extending professionalism and courtesy at all times.
• Communicate and update employees on all goals and results.
• Conduct semiannual one-to-one meetings with staff.
• Assist and teach the team in scheduling against guest and hours/occupied room goals.
• Perform hourly job functions as needed and other duties to meet business needs.

Managing Profitability and Guest Experience

This role is instrumental in managing activities that affect the guest experience and departmental profitability. It requires a strong understanding of the brand's service culture and a commitment to providing excellent customer service. The Manager of Operations Rooms will actively work to continually improve guest and employee satisfaction, taking proactive steps to resolve guest concerns. Financial performance is a key focus, involving the review of financial statements and performance data to identify areas for cost reduction and program improvement, with the ultimate goal of maximizing the department's financial performance.

• Understand the brand's service culture and provide excellent customer service.
• Strive to continually improve guest and employee satisfaction.
• Take proactive approaches when dealing with guest concerns.
• Respond timely to customer service department requests.
• Ensure all team members meet or exceed hospitality requirements.
• Assist in performing required annual Quality audits.
• Verify that a viable key control program is in place.
• Review financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement.
• Strive to maximize the financial performance of the department.

Qualifications and Experience

Candidates for the Manager of Operations Rooms position must possess a minimum of 5-10 years of relevant experience. The educational requirements include either a high school diploma or GED with 4 years of experience in guest services, front desk, housekeeping, or a related professional area. Alternatively, a 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major, coupled with 2 years of experience in guest services, front desk, housekeeping, or a related professional area, will be considered.

Human Resources and Team Management

A significant aspect of this role involves conducting human resources activities to support the team. This includes interviewing candidates and assisting in hiring decisions, as well as receiving hiring recommendations from team supervisors. The manager will ensure that orientations for new team members are thorough and completed promptly. Soliciting employee feedback, maintaining an open-door policy, and reviewing employee satisfaction results are crucial for identifying and addressing employee concerns. Adherence to property policies, fair and consistent administration of disciplinary procedures, and proper documentation according to Standard and Local Operating Procedures are also key responsibilities. Celebrating successes and publicly recognizing team member contributions is an integral part of fostering a positive team dynamic.

• Interview and assist in making hiring decisions.
• Receive hiring recommendations from team supervisors.
• Verify that orientations for new team members are thorough and completed in a timely fashion.
• Solicit employee feedback, utilize an “open door” policy, and review employee satisfaction results.
• Verify property policies are administered fairly and consistently, and disciplinary procedures are completed according to SOPs and LSOPs.
• Celebrate successes and publicly recognize the contributions of team members.

Work Context

This is a full-time position located in Medina, Al-Madinah Al-Munawarah, Saudi Arabia, within the Sheraton Hotels & Resorts brand. The role requires a professional with 5-10 years of experience in operations management within the hospitality sector.