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. 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 are communicated and understood. This includes fostering a positive work environment that promotes motivation, empowerment, and teamwork. The role involves understanding and acting upon guest and employee satisfaction results, developing strategies to address areas needing improvement and capitalize on strengths. Verification of team capabilities to meet expectations and leading by example through self-confidence, energy, and enthusiasm are critical components of this leadership position. The manager will also assist employees in understanding and exceeding evolving guest needs and expectations.

Managing Property Rooms Operations

This role involves assisting in the management of all operations across departments such as Front Office, Engineering/Maintenance, and Housekeeping. Adherence to property-specific recovery plans and timely publication of guest satisfaction results are required. Proactive approaches to employee concerns and maintaining professionalism and courtesy towards all staff are essential. Regular communication and updates on goals and results with employees, including semi-annual one-to-one meetings, are part of the management duties. The manager will also assist in team scheduling based on guest and occupancy goals and perform hourly job functions as needed to meet business requirements.

Enhancing the Guest Experience and Profitability

A key aspect of this role is managing activities that directly impact the guest experience. This includes understanding and embodying the brand's service culture, providing readily available and approachable customer service, and striving for continuous improvement in guest and employee satisfaction. Proactive handling of guest concerns and extending professionalism and courtesy at all times are paramount. The manager will also respond promptly to customer service department requests and ensure all team members meet hospitality requirements. Financial performance is also a focus, involving assistance with annual quality audits, verification of key control programs, and reviewing financial statements and performance data to identify areas for cost reduction and program improvement, with the ultimate goal of maximizing departmental financial performance.

Human Resources and Team Development

The Manager of Operations Rooms will conduct human resources activities including interviewing and assisting in hiring decisions, and receiving hiring recommendations from supervisors. Ensuring thorough and timely orientations for new team members is crucial. Soliciting employee feedback, maintaining an open-door policy, and reviewing employee satisfaction results to address concerns are key responsibilities. The role also requires verifying fair and consistent administration of property policies and disciplinary procedures according to Standard and Local Operating Procedures. Celebrating successes and publicly recognizing team member contributions are important for fostering a positive team dynamic.

Qualifications and Experience

Candidates must possess 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, combined with 2 years of experience in guest services, front desk, housekeeping, or a related professional area, will be considered. The required experience level for this role is between 5-10 years.