Mgr Ops Rooms (HtlOps)📣 Job Ad

About the Role

Sheraton Hotels & Resorts is seeking a Manager of Operations Rooms (Hotel Operations) 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 the financial performance of the department.

Key Responsibilities

The Manager of Operations Rooms will be responsible for:

• Assisting in the management of all operations within Front Office, Engineering/Maintenance, and Housekeeping departments.
• Ensuring departmental goals related to guest tracking and productivity are communicated and met.
• Fostering a property environment that promotes motivation, empowerment, teamwork, continuous improvement, and a passion for service.
• Analyzing employee and guest satisfaction results to develop action plans for improvement.
• Verifying that the team possesses the necessary capabilities to meet guest expectations.
• Leading by example, demonstrating self-confidence, energy, and enthusiasm.
• Assisting employees in understanding and exceeding evolving guest needs and expectations.
• Following property-specific recovery plans and publishing guest satisfaction results promptly.
• Taking proactive approaches to address employee concerns and extending professionalism and courtesy to all staff.
• Communicating and updating employees on goals and results, and conducting semiannual one-to-one meetings.
• Assisting with team scheduling to align with guest volume and occupancy goals.
• Performing hourly job functions as needed and undertaking other duties to meet business requirements.

Guest Experience Management

This role involves actively managing aspects that directly impact the guest experience:

• Understanding and embodying the brand's service culture.
• Providing excellent customer service by being readily available and approachable to all guests.
• Continuously striving to improve both guest and employee satisfaction.
• Implementing proactive strategies for addressing guest concerns.
• Maintaining professionalism and courtesy in all guest interactions.
• Responding promptly to customer service department requests.
• Ensuring all team members meet or exceed hospitality requirements.

Financial Performance Oversight

The Manager of Operations Rooms plays a key role in departmental profitability:

• Assisting in conducting required annual Quality audits with the General Manager and Regional Director.
• Verifying the implementation and effectiveness of a viable key control program.
• Reviewing financial statements, sales reports, and performance data to assess productivity, goal achievement, and identify areas for cost reduction and program improvement.
• Working to maximize the financial performance of the rooms division departments.

Human Resources and Team Development

This role involves significant human resources responsibilities:

• Participating in interviews and making hiring decisions.
• Receiving hiring recommendations from team supervisors.
• Ensuring thorough and timely orientations for new team members.
• Soliciting employee feedback, maintaining an open-door policy, and reviewing employee satisfaction results to address concerns.
• Verifying that property policies and disciplinary procedures are administered fairly and consistently according to Standard and Local Operating Procedures (SOPs and LSOPs).
• Celebrating successes and publicly recognizing team member contributions.

Qualifications and Experience

Candidates for this position should possess:

• A minimum of 5 to 10 years of relevant experience.
• Proven experience in managing operations within hotel rooms division departments (Front Office, Engineering/Maintenance, Housekeeping).
• Demonstrated ability to improve guest and employee satisfaction.
• Experience in managing staff and fostering a positive work environment.
• Understanding of financial performance metrics and cost control.