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 the effective management of daily operations across Front Office, Engineering/Maintenance, and Housekeeping departments. This includes ensuring departmental goals are communicated and understood by the team, fostering a positive and productive work environment, and actively addressing areas for improvement based on guest and employee feedback. The role involves leading specific teams, ensuring they have the necessary capabilities to meet expectations, and demonstrating strong leadership through self-confidence, energy, and enthusiasm.

Key duties include:

• Assisting in managing the execution of all operations in the rooms area departments.
• Monitoring compliance with established standards and procedures.
• Developing and implementing strategies to improve guest and employee satisfaction.
• Analyzing guest satisfaction results and creating action plans to address concerns and leverage strengths.
• Ensuring the team is equipped to meet and exceed guest expectations.
• Leading by example to motivate and empower the team.
• Assisting employees in understanding and exceeding guest needs.
• Following property-specific recovery plans and communicating goals and results to employees.
• Performing hourly job functions as needed and other duties to meet business requirements.

Managing Guest Experience and Profitability

This role requires a proactive approach to managing activities that impact the guest experience, ensuring adherence to the brand's service culture. Providing excellent customer service, being readily available to guests, and responding promptly to service requests are essential. The Manager of Operations Rooms will also be involved in managing the financial performance of the department, reviewing financial statements and performance data to identify areas for cost reduction and improvement, and striving to maximize profitability.

Specific tasks include:

• Understanding and promoting the brand's service culture.
• Ensuring all team members meet hospitality requirements.
• Taking proactive steps to address guest concerns with professionalism and courtesy.
• Reviewing financial data to measure productivity and identify areas for cost reduction.
• Assisting in annual quality audits.
• Verifying the implementation of a viable key control program.

Human Resources and Team Development

The position involves significant human resources responsibilities, including interviewing candidates and assisting in hiring decisions, based on recommendations from team supervisors. Ensuring thorough and timely orientations for new team members is critical. The manager will actively solicit employee feedback, maintain an open-door policy, and review employee satisfaction results to address concerns. Fair and consistent administration of property policies, disciplinary procedures, and documentation according to Standard and Local Operating Procedures are also key aspects of this role. Celebrating successes and recognizing team member contributions are important for fostering a positive work environment.

Key HR functions include:

• Participating in the hiring process and making hiring decisions.
• Ensuring comprehensive and timely onboarding for new employees.
• Utilizing an open-door policy and employee feedback to resolve issues.
• Administering policies and disciplinary procedures consistently and fairly.
• Recognizing and celebrating employee achievements.

Qualifications and Experience

Candidates must possess a minimum of 5-10 years of relevant experience. Educational requirements include either a high school diploma or GED with 4 years of experience in guest services, front desk, housekeeping, or a related professional area, OR 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.

Work Environment and Type

This is a full-time position located in Medina, Al-Madinah Al-Munawarah. The role involves working within a dynamic hotel operations environment, requiring collaboration with various departments and staff members to achieve property goals and ensure exceptional guest experiences.