Front Desk - Rooms Operations Manager

Hollywood, CA, USA|Onsite

Job Overview

Employment Type

Full-time

Compensation

Salary

Range $70,310.00 - $80,000.00

Work Schedule

Standard Hours

Benefits

Health Insurance

Dental Insurance

Paid Time Off

Retirement Plan

Employee Discounts

Performance bonus

Career development opportunities

Job Description

W Hollywood, located at 6250 Hollywood Blvd, Hollywood, California, is a distinguished luxury hotel that is part of the globally recognized Marriott International portfolio. Known for its contemporary design, vibrant atmosphere, and exceptional hospitality, W Hollywood offers guests an experience that blends innovative luxury with the cultural richness of Hollywood. As a prominent member of the hospitality industry, W Hollywood is committed to delivering outstanding service, creating memorable guest experiences, and nurturing an inclusive workplace where diversity and creativity thrive. The hotel features state-of-the-art amenities, dynamic event spaces, and engaging outlets that capture the essence of the iconic Hollywood lifestyle. With a focus on continuous improvement and guest satisfaction, W Hollywood sets the standard for excellence in the luxury hotel market.

The role of Rooms Operations Manager at W Hollywood is a full-time management position with an annual pay range of $70,310 to $80,000, inclusive of bonus eligibility. This role is crucial to the success of the hotel's operations, supporting and leading various departments including Front Office, Engineering/Maintenance, and Housekeeping. The Rooms Operations Manager acts as a key player in executing operational strategies that promote exceptional guest service and maximize departmental financial performance. This leadership role is designed to foster a motivated, skilled, and customer-centric team through direct management and mentorship. The manager ensures compliance with standards, policies, and procedures while championing initiatives to improve both guest and employee satisfaction. Responsibilities include verifying team capabilities, leading by example, and implementing continuous improvement plans tailored to evolving guest expectations and operational goals. This position also involves regular interaction with employees and guests, addressing concerns with professionalism, and participating in human resources functions such as interviewing, hiring, orientation, and employee engagement. Overall, the Rooms Operations Manager contributes significantly to sustaining W Hollywood's reputation as a vibrant and luxurious hospitality destination, where innovation and exceptional service converge. This opportunity is ideal for candidates with hospitality management experience who are enthusiastic about leading teams in a dynamic environment and upholding the brand's mission to ignite curiosity and expand worlds for every guest and employee.

Job Requirements

High school diploma or GED
Four years experience in guest services, front desk, housekeeping, or related professional area
OR two-year degree from accredited university in hotel and restaurant management, hospitality, business administration, or related major
Two years experience in guest services, front desk, housekeeping, or related professional area
Strong communication skills
Ability to lead and motivate a team
Proficient in managing multiple operational areas
Experience with quality audits and financial performance review
Commitment to excellent customer service
Ability to handle employee and guest concerns professionally
Availability to work full time
Management experience

Job Qualifications

High school diploma or GED
Four years experience in the guest services, front desk, housekeeping, or related professional area
OR two-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major
Two years experience in the guest services, front desk, housekeeping, or related professional area
Experience in managing teams and operations within a hotel or hospitality environment
Strong leadership and communication skills
Proven ability to improve guest satisfaction and operational efficiency

Job Duties

Verifies that goals are being translated to the team as they relate to guest tracking and productivity
Creates and nurtures a property environment that emphasizes motivation, empowerment, teamwork, continuous improvement and a passion for providing service
Understands employee and guest satisfaction results and develops game plans to attack need areas and expand on the strengths
Verifies that the team has the capabilities to meet expectations
Leads by example demonstrating self-confidence, energy and enthusiasm
Assists employees in understanding guests’ ever-changing needs and expectations, and exceeding them
Assists in managing the execution of all operations in the rooms area departments (e.g., Front Office, Engineering/Maintenance, Housekeeping)
Follows property specific second effort and recovery plan
Publishes all guest satisfaction results in a timely fashion including all guest satisfaction forms, comment cards and guest letters
Takes proactive approaches when dealing with employee concerns
Extends professionalism and courtesy to employees at all times
Communicates/updates all goals and results with employees
Meets semiannually with staff on a one-to-one basis
Assists/teaches the team scheduling against guest and hours/occupied room goals
Performs hourly job functions as needed
Performs other duties, as assigned, to meet business needs
Understands the brand's service culture
Provides excellent customer service by being readily available/approachable for all guests
Strives to continually improve guest and employee satisfaction
Takes proactive approaches when dealing with guest concerns
Extends professionalism and courtesy to guests at all times
Responds timely to customer service department requests
Verifies that all team members meet or exceed all hospitality requirements
Assists in performing required annual Quality audit with General Manager (GM) & Regional Director (RD)
Verifies that a viable key control program is in place
Reviews financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement
Strives to maximize the financial performance of the department
Interviews and assists in making hiring decisions
Receives hiring recommendations from team supervisors
Verifies that orientations for new team members are thorough and completed in a timely fashion
Solicits employee feedback, utilizes an “open door” policy, and reviews employee satisfaction results to identify and address employee problems or concerns
Verifies property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process, where applicable
Celebrates successes and publicly recognizes the contributions of team members