Rooms Operations Manager

Boston, MA, USA|Onsite

Job Overview

Employment Type

Full-time

Compensation

Hourly

Range $31.25 - $38.46

Work Schedule

Standard Hours

Benefits

Health Insurance

Dental Insurance

Paid Time Off

Retirement Plan

Performance bonus

Employee Discounts

Professional development opportunities

Job Description

Sheraton Boston Hotel, located at 39 Dalton St, Boston, Massachusetts, is part of the renowned Sheraton Hotels & Resorts portfolio under Marriott International. With a rich history dating back to 1937, Sheraton has established itself as a global community and a premier destination for travelers seeking comfort, exceptional service, and memorable experiences. The hotel boasts a vibrant environment where associates and guests alike enjoy a sense of belonging, supported by a culture that values diversity, inclusiveness, and the unique backgrounds of its team members. Marriott International, serving as the parent company, is dedicated to equal employment opportunities and fosters a...

Job Requirements

High school diploma or GED
Four years of experience in guest services, front desk, housekeeping, or related area
OR Associate degree from accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major
Two years of experience in guest services, front desk, housekeeping, or related area
Strong communication skills
Ability to manage and lead teams
Ability to analyze financial and operational data
Proactive problem-solving ability
Availability to work full-time on-site at Sheraton Boston Hotel
Commitment to Marriott International's equal opportunity and inclusion policies

Job Qualifications

High school diploma or GED with 4 years of relevant experience
OR 2-year degree in Hotel and Restaurant Management, Hospitality, Business Administration, or related field with 2 years of relevant experience
Strong understanding of guest and employee satisfaction principles
Excellent communication and leadership skills
Ability to manage multiple hotel departments effectively
Proficiency in scheduling and productivity tracking
Knowledge of quality audit processes and financial performance analysis
Commitment to professionalism and courteous guest service
Ability to handle guest and employee concerns proactively and diplomatically

Job Duties

Support all hotel operations departments including Front Office, Engineering/Maintenance, and Housekeeping
Manage staff and ensure adherence to standards and procedures
Translate goals related to guest tracking and productivity to the team
Communicate employee and guest satisfaction results and implement improvement plans
Assist employees in exceeding guest expectations
Follow property-specific second effort and recovery plans
Handle guest satisfaction reporting including forms, comment cards, and letters
Address employee concerns proactively and professionally
Communicate goals and results to employees regularly
Assist with scheduling to meet guest and operational goals
Perform hourly job functions as needed
Provide excellent customer service and remain approachable to guests
Respond timely to customer service requests
Ensure team compliance with all hospitality requirements
Assist with annual quality audits
Maintain effective key control program
Understand financial statements, sales, and performance reports to support profitability management