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, 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.

Operational Leadership

This role involves leading the Rooms Operations team, ensuring departmental goals related to guest tracking and productivity are clearly communicated and understood. The manager is responsible for fostering a positive work environment that promotes motivation, empowerment, teamwork, and a commitment to service excellence. A key aspect is analyzing employee and guest satisfaction results to develop strategies for improvement and leverage existing strengths. The manager must ensure the team possesses the necessary capabilities to meet and exceed expectations, leading by example with confidence, energy, and enthusiasm. Assisting employees in understanding and exceeding evolving guest needs is also a critical function.

Management of Rooms Operations

The Manager of Operations Rooms will assist in managing the day-to-day operations of departments such as Front Office, Engineering/Maintenance, and Housekeeping. This includes adhering to property-specific recovery plans and promptly publishing guest satisfaction feedback. Proactive approaches to addressing employee concerns and maintaining professionalism and courtesy towards all staff are essential. Regular communication of goals and results to employees, including semiannual one-on-one meetings, is required. The role also involves assisting with team scheduling to align with guest volume and occupied room targets, and performing hourly job functions as needed to support business requirements.

Guest Experience Management

A primary focus of this position is managing activities that directly impact the guest experience. This involves understanding and embodying the brand's service culture, providing readily available and approachable customer service to all guests, and consistently striving to improve both guest and employee satisfaction. The manager must take proactive steps to resolve guest concerns, extending professionalism and courtesy at all times. Timely responses to customer service department requests and ensuring all team members meet or exceed hospitality standards are also key responsibilities.

Financial Performance and Human Resources

The role includes assisting in financial oversight, such as performing annual quality audits and verifying the effectiveness of key control programs. Reviewing financial statements, sales reports, and performance data to identify areas for cost reduction and program improvement is necessary to maximize the department's financial performance. In terms of human resources, responsibilities include participating in the interview and hiring process, receiving hiring recommendations from supervisors, and ensuring thorough and timely orientations for new team members. Soliciting employee feedback, maintaining an open-door policy, and addressing employee concerns are vital. The manager must ensure property policies are administered fairly and consistently, and that disciplinary procedures are documented according to Standard and Local Operating Procedures.

Qualifications and Experience

Candidates should possess a high school diploma or GED along 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 relevant experience, will be considered. The required experience level for this role is between 5 and 10 years.