Mgr Ops Rooms (HtlOps)📣 Job Ad

About the Role

Sheraton Hotels & Resorts is seeking a Manager of Operations Rooms (Hotel Operations) for its location in Medina, Al-Madinah Al-Munawarah. This full-time position requires 5-10 years of experience in a relevant field.

Role Overview

The Manager of Operations Rooms assists in overseeing the execution of all operations within the rooms division departments, including Front Office, Engineering/Maintenance, and Housekeeping, while also managing staff. The role focuses on continuously improving guest and employee satisfaction, maximizing the financial performance of the department, and ensuring compliance with established standards and procedures. This position involves leading specific teams and contributing to the achievement of property goals.

Key Responsibilities

• Manage the execution of operations across Front Office, Engineering/Maintenance, and Housekeeping departments.
• Develop and maintain a property environment that fosters motivation, empowerment, teamwork, and a commitment to service excellence.
• Analyze guest and employee satisfaction results to develop strategies for improvement and leverage strengths.
• Ensure team members possess the necessary capabilities to meet operational expectations.
• Lead by example, demonstrating confidence, energy, and enthusiasm.
• Assist employees in understanding and exceeding evolving guest needs and expectations.
• Implement property-specific recovery plans and monitor guest satisfaction metrics, including feedback forms and comments.
• Address employee concerns proactively and maintain professionalism and courtesy with all staff.
• Communicate goals and results effectively to employees and conduct regular one-to-one meetings.
• Assist with team scheduling to align with guest demand and occupancy goals.
• Perform hourly job functions as required and undertake other duties to meet business needs.
• Understand and implement the brand's service culture, providing excellent customer service and being readily available to guests.
• Respond promptly to customer service department requests and ensure all team members meet hospitality requirements.
• Assist in performing annual Quality audits and verify the effectiveness of key control programs.
• Review financial statements and performance data to identify areas for cost reduction and program improvement, aiming to maximize departmental financial performance.
• Participate in the interview and hiring process, receiving recommendations from supervisors.
• Ensure thorough and timely orientation for new team members.
• Solicit employee feedback, maintain an open-door policy, and address employee concerns based on satisfaction results.
• Administer property policies fairly and consistently, ensuring disciplinary procedures and documentation align with Standard and Local Operating Procedures.
• Recognize and celebrate team member contributions.

Qualifications and Experience

• Minimum of 5 years of experience in hotel operations.
• Maximum of 10 years of experience in hotel operations.
• Proven experience in managing Front Office, Engineering/Maintenance, and Housekeeping departments.
• Demonstrated ability to improve guest and employee satisfaction.
• Experience in financial performance management of a department.
• Familiarity with hotel operational standards and procedures.

Work Environment

This is a full-time position based in Medina, Al-Madinah Al-Munawarah. The role operates within the framework of Sheraton Hotels & Resorts' commitment to being an equal opportunity employer, valuing diverse backgrounds and fostering an inclusive environment.