Rooms Operations Manager

Chicago, IL, USA|Remote

Job Overview

Employment Type

Full-time

Compensation

Salary

Range $66,000.00 - $80,000.00

Benefits

Health Insurance

Dental Insurance

Paid Time Off

Retirement Plan

Employee Discounts

Performance bonus

Career development programs

Job Description

Marriott International is a globally recognized leader in the hospitality industry, renowned for its commitment to delivering exceptional guest experiences across a diverse portfolio of hotels and resorts worldwide. Among its luxury brands, JW Marriott stands out by offering guests a blend of classic sophistication and contemporary comfort in gateway cities and distinctive resort locations. The JW Marriott brand values its associates deeply, believing that a happy and empowered team translates into outstanding service for guests. With over 100 properties globally, JW Marriott fosters an environment of camaraderie, diversity, and personal development, making it an employer of choice in the luxury hotel segment.

Located at 2121 S Prairie Ave, Chicago, Illinois, the JW Marriott property is seeking a dedicated and energetic Management professional to assist in overseeing the Rooms & Guest Services Operations. This role is a full-time position with an annual salary range of $66,000 to $80,000 and offers eligibility for performance bonuses, reflecting Marriott International's commitment to rewarding excellence. The Management role is integral to ensuring smooth daily operations within key departments such as Front Office, Engineering/Maintenance, and Housekeeping. The successful candidate will work closely with team members to translate organizational goals into actionable plans, fostering a culture of motivation, teamwork, and continuous improvement.

The role demands a strategic leader who is passionate about enhancing both guest and employee satisfaction while maximizing financial performance through proactive management and attention to operational details. Responsibilities include monitoring compliance with established standards and procedures, managing staff performance, and actively engaging in human resource functions like hiring, orientation, and employee feedback. This position also involves direct interaction with guests to uphold the brand’s service standards and to swiftly address and resolve any issues that may impact the guest experience.

Marriott International emphasizes an inclusive and supportive workplace, welcoming candidates from diverse backgrounds and ensuring equal opportunity employment free from discrimination. The company prides itself on a comprehensive benefits package designed to support associates and their families, promoting wellbeing and career growth. At JW Marriott, associates experience a unique work culture characterized by genuine interaction, professional development, and recognition opportunities, all within a luxury environment dedicated to delivering the renowned JW Treatment™. Joining JW Marriott means becoming part of a global team committed to excellence, personal purpose, and being the best version of oneself.

Job Requirements

High school diploma or GED
4 years experience in guest services, front desk, housekeeping, or related professional area
OR 2-year degree in Hotel and Restaurant Management, Hospitality, Business Administration, or related major
2 years experience in guest services, front desk, housekeeping, or related professional area
Ability to manage and lead a diverse team
Strong communication and interpersonal skills
Experience with hospitality operations
Proficiency in overseeing scheduling and staffing
Knowledge of financial performance metrics
Commitment to guest and employee satisfaction
Willingness to perform hands-on hourly tasks
Ability to handle employee and guest concerns professionally

Job Qualifications

High school diploma or GED with 4 years experience in guest services, front desk, housekeeping, or related area
OR 2-year degree in Hotel and Restaurant Management, Hospitality, Business Administration, or related major with 2 years experience
Proven leadership skills in a hospitality setting
Strong understanding of guest service culture
Effective communication and interpersonal skills
Ability to manage multiple departments and staff
Experience with scheduling and staffing to meet operational goals
Financial acumen to interpret reports and improve profitability
Conflict resolution and employee relations skills
Commitment to delivering exceptional customer service

Job Duties

Verify that goals are translated to team relating to guest tracking and productivity
Create and nurture a motivating, empowered, and teamwork-based property environment
Understand employee and guest satisfaction results and develop improvement plans
Verify team capabilities to meet expectations
Lead by example with confidence, energy, and enthusiasm
Assist employees in understanding and exceeding guests’ needs
Manage the execution of room area operations, including Front Office, Engineering/Maintenance, and Housekeeping
Follow property-specific recovery plans
Publish guest satisfaction results timely
Address employee concerns proactively
Communicate goals and results with employees
Conduct semiannual one-to-one meetings with staff
Assist in scheduling against guest and occupancy goals
Perform hourly job functions as needed
Support business needs with additional duties
Provide excellent customer service and be approachable
Respond to guest concerns and customer service requests promptly
Ensure team meets hospitality requirements
Assist in annual quality audits
Verify key control programs
Review financial data to improve productivity
Maximize financial performance
Interview and assist in hiring decisions
Ensure thorough onboarding of new employees
Utilize open door policy for employee feedback
Fairly administer policies and disciplinary procedures
Recognize and celebrate team contributions