OPERATIONS MANAGER - ROOMS

Atlanta, GA, USA|Onsite

Job Overview

Employment Type

Full-time

Work Schedule

Flexible

Benefits

Health Insurance

Dental Insurance

Paid Time Off

Retirement Plan

Employee Discounts

Professional development programs

flexible schedule

Job Description

Hyatt Hotels Corporation is a globally recognized leader in the hospitality industry, known for its dedication to providing exceptional guest experiences through attentive service and innovative hotel operations. As a renowned international hotel chain, Hyatt is committed to creating memorable stays for its guests by fostering a culture that values caring and engaged associates. The brand is synonymous with luxury, quality, and unmatched customer service, catering to both leisure and business travelers across the world. Hyatt prides itself on its diverse portfolio of hotels and resorts, ranging from upscale to luxury accommodations, all designed to meet the varied needs of its global clientele.

The Operations Manager - Rooms at Hyatt plays a pivotal role in ensuring the smooth and efficient functioning of the hotel's Front Desk and Housekeeping departments. Reporting directly to the Assistant Director of Rooms, this position is essential for upholding Hyatt’s high service standards and for enhancing the overall guest experience. The role involves comprehensive management responsibilities including staff training, scheduling, payroll administration, and daily operational oversight. The Operations Manager is a crucial leadership figure who not only manages the front office but also supports housekeeping operations, demonstrating flexibility and a collaborative approach to hotel management.

This position requires a strong communicator with the ability to lead and motivate a diverse team, ensuring that guest requests and complaints are addressed promptly and professionally. The Operations Manager is instrumental in orchestrating the end-to-end guest journey, working closely with various hotel departments such as Rooms, Commercial, and Food & Beverage to elevate service standards. Key focus areas include improving VIP and check-in experiences, maintaining room cleanliness, and enhancing engagement with loyalty program members, specifically the World of Hyatt elite guests.

The role demands strategic planning skills for both short- and long-term operational success, including budget development and labor cost management. The Operations Manager is responsible for maintaining accurate guest room inventory and managing front desk cash operations according to established policies. They also play a significant role in staff development by coaching employees to embody Hyatt’s service standards and ensuring all team members are fully trained in operating procedures and customer service protocols.

Beyond operational duties, this role necessitates an entrepreneurial mindset and a commitment to fostering a service-oriented culture that drives guest satisfaction while supporting the hotel's financial performance. With a flexible work schedule and the need to interchangeably manage front desk and housekeeping operations, this position offers a dynamic and challenging environment for experienced hospitality professionals. Overall, the Operations Manager - Rooms at Hyatt is a key contributor to delivering the exceptional experiences that define the Hyatt brand worldwide.

Job Requirements

Bachelor’s degree in hospitality management or related field preferred
Minimum of 2 years progressive experience in hotel rooms management
Experience managing front desk and housekeeping operations
Strong leadership and communication skills
Ability to work flexible hours including weekends and holidays
Proficiency in Microsoft Office applications
Exceptional customer service skills
Ability to handle guest complaints effectively
Experience with budget management and payroll processes
Strong organizational abilities
Ability to train and coach staff
Multicultural sensitivity and inclusiveness

Job Qualifications

Demonstrated ability to effectively interact with people of cultural, disability, and ethnic backgrounds
2 years or more of progressive hotel Rooms Management experience (typically with Hyatt)
Ability to work in both the Front Desk and Housekeeping operation interchangeably based on business needs
With opening hotels, previous hotel pre-opening experience preferred
Service oriented style with professional presentations skills
At least 2 years progressive management experience within the Rooms Division of a hotel
Hotel/Hospitality degree an asset
Must possess the following strengths: high energy, entrepreneurial spirit, motivational leader, effective communicator, effective in providing exceptional customer service and ability to improve the bottom line
Clear concise written and verbal communication skills in English
Must be proficient in Microsoft Word and Excel
Must have excellent organizational, interpersonal and administrative skills

Job Duties

Responsible for short- and long-term planning and the management of the hotel's Front Office operations
Ability to support the Front Desk and Housekeeping operation interchangeably based on business needs
Develop and recommend the budget, labor cost plans and objectives and manages within those approved plans
Maintain guest room inventory
Coach and counsel employees to reflect Hyatt Service Standards and Procedures
Perform all tasks of a Front Office Staff as needed to facilitate service
Ensure all operations and cash handling are done per policies and procedures
Maintain excellent communication with the housekeeping department
Maintain information on prices, rates, specials, packages, programs, etc., while ensuring all staff are trained in all areas
Analyze, investigate, and resolve guest complaints
Create expectations, lead people, manage processes, and hold people accountable for the agreed upon activities and time tables
Insures proper staffing levels for customer service goals
Coach and counsel employees to reflect Hyatt service standards and procedures
Must be able to work a flexible schedule