Rooms Operations Manager

JW Marriott Washington, DC, part of Marriott International's luxury portfolio, is situated in a prime location at 901 Massachusetts Ave NW, Washington, District of Columbia. Marriott International is a globally renowned hospitality company famous for its commitment to providing exceptional service, fostering inclusive work environments, and elevating the guest experience. JW Marriott properties are known for their elegant settings in gateway cities and distinctive resort locations, offering not only luxury accommodations but also a workplace culture that values its associates highly. At JW Marriott, the philosophy is that happy associates create happy guests, and this guiding principle shapes the working environment, ensuring teams are motivated, empowered, and supported to deliver outstanding service.

This full-time management role within JW Marriott's Rooms and Guest Services Operations focuses primarily on housekeeping and overall rooms department management. With an annual salary range of $66,000 to $80,000 and eligibility for bonuses, this position is pivotal in overseeing the execution of operations across several departments, including Front Office, Engineering/Maintenance, and Housekeeping. The role demands an experienced professional who can lead teams effectively, monitor compliance with standards, enhance financial performance, and continuously improve both guest and employee satisfaction.

The successful candidate will be instrumental in fostering a property environment emphasizing motivation, teamwork, continuous improvement, and a passion for service excellence. Responsibilities include translating goals related to guest tracking and productivity into actionable tasks for the team, developing strategies based on employee and guest satisfaction feedback, and ensuring that the team has the necessary skills to meet and exceed expectations. The role requires leading by example with confidence, energy, and enthusiasm. In addition, the candidate assists employees in anticipating and surpassing guests' evolving needs.

Managing the property’s rooms operations involves aiding in the smooth execution of daily tasks in rooms departments, implementing recovery plans, promptly publishing guest feedback results, handling employee concerns professionally, and keeping staff informed about goals and achievements. The role also includes conducting one-on-one staff meetings, training the team in scheduling according to guest and occupancy goals, performing operational duties as necessary, and undertaking any additional assignments to satisfy business needs.

A key aspect of the position is managing guest experience activities, which involves understanding the brand’s service culture and ensuring excellent customer service by being accessible and approachable for guests. The manager must address guest concerns proactively and courteously, respond swiftly to customer service inquiries, and verify that all team members align with hospitality standards.

On the financial side, the role includes supporting annual quality audits, verifying key control programs, reviewing financial and performance reports to identify areas for cost reduction, and striving to maximize the department’s financial outcomes.

Human resources activities form another critical part of this management role. The manager interviews candidates, assists in hiring decisions, ensures thorough new employee orientation, promotes open communication and employee feedback, enforces property policies fairly, manages disciplinary procedures according to standards, and celebrates team successes publicly.

At JW Marriott and Marriott International, there is a strong commitment to equal opportunity employment. The company actively cultivates a diverse and inclusive environment, respecting all backgrounds and experiences. Joining JW Marriott means becoming part of a global hospitality community that encourages personal and professional growth in a luxury environment focused on well-being. This position offers an excellent opportunity for candidates who wish to grow their careers within a respected hospitality brand and make a significant impact on guest experiences and team dynamics.