Mgr Ops Rooms (HtlOps)📣 Job Ad

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. The role focuses on enhancing guest and employee satisfaction while maximizing the financial performance of the department, ensuring adherence to established standards and procedures.

Key Responsibilities

The Manager of Operations Rooms will be responsible for leading the rooms operations team, including Front Office, Engineering/Maintenance, and Housekeeping. This involves translating goals related to guest tracking and productivity to the team, fostering a positive and collaborative work environment, and developing strategies to address areas needing improvement and leverage existing strengths. The role requires ensuring the team possesses the necessary capabilities to meet guest expectations and leading by example with confidence and enthusiasm. A key aspect is assisting employees in understanding and exceeding evolving guest needs.

Furthermore, the position entails managing the property's rooms operations functions, including following specific recovery plans and promptly publishing guest satisfaction results. Proactive engagement with employee concerns and maintaining professionalism and courtesy towards all staff are essential. Regular communication of goals and results to employees, conducting one-on-one meetings, and assisting with team scheduling against occupancy goals are also part of the duties. The role may require performing hourly job functions as needed and undertaking other assigned duties to meet business requirements.

Guest Experience Management

This role involves actively managing and monitoring activities that impact the guest experience. It requires a thorough understanding of the brand's service culture and providing excellent customer service by being readily available and approachable to all guests. The focus is on striving for continuous improvement in guest and employee satisfaction, taking proactive measures to address guest concerns, and extending professionalism and courtesy at all times. Timely responses to customer service department requests and ensuring all team members meet hospitality requirements are critical.

Financial Performance Oversight

The Manager of Operations Rooms will assist in performing annual Quality audits with the General Manager and Regional Director. Responsibilities include verifying the implementation of a viable key control program and reviewing financial statements, sales reports, and performance data to assess productivity, goal achievement, and identify areas for cost reduction and program enhancement. A primary objective is to maximize the financial performance of the department.

Human Resources and Team Development

In the area of Human Resources, the role includes interviewing candidates and assisting in hiring decisions, as well as receiving hiring recommendations from team supervisors. Ensuring thorough and timely orientations for new team members is a key duty. Soliciting employee feedback, maintaining an open-door policy, and reviewing employee satisfaction results to address concerns are also important. The position requires verifying that property policies are administered fairly and consistently, and that disciplinary procedures and documentation align with Standard and Local Operating Procedures. Celebrating successes and publicly recognizing team member contributions is also expected.

Qualifications and Experience

Candidates should 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, coupled 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.