Senior Room Operations Manager - Housekeeping

Cambridge, MA, USA|Onsite

Job Overview

Employment Type

Full-time

Compensation

Salary

Exact $81,000.00

Work Schedule

Standard Hours

Benefits

Health Insurance

Dental Insurance

Paid Time Off

Retirement Plan

Employee Discounts

Training and Development

wellness programs

Job Description

JW Marriott is a prestigious brand within Marriott International's luxury portfolio, encompassing more than 100 stunning properties in major gateway cities and unique resort destinations across the globe. Known for its strong commitment to exceptional hospitality, JW Marriott prioritizes its associates by fostering a supportive, inclusive, and empowering work environment. The brand values associates who embody confidence, innovation, authenticity, and intuition, continuing the legacy of its founder J. Willard Marriott. JW Marriott hotels offer an unparalleled work atmosphere where employees enjoy a deep sense of community, camaraderie with diverse colleagues, and numerous opportunities for training, development, and recognition. At JW Marriott, the emphasis on holistic well-being, career growth, and passion-driven roles ensures that associates can thrive in a luxurious yet nurturing environment. This philosophy aligns closely with their famous service promise: "Wonderful Hospitality. Always." Joining JW Marriott means joining a global network that supports your best work, personal purpose, and professional development.

The Senior Room Operations Manager - Housekeeping role is a critical leadership position within JW Marriott. The successful candidate will manage all operations in the rooms area departments, including Front Office, Engineering/Maintenance, and Housekeeping, while overseeing staff to ensure effective execution of duties. This role focuses on continuously improving both guest and employee satisfaction while optimizing the department's financial performance. The Senior Room Operations Manager will monitor and enforce compliance with established standards and procedures, lead a dedicated team, and help align departmental activities with overall property goals. This position requires a leader who can create an empowering, motivating work environment that encourages teamwork, continuous improvement, and a passion for exceptional service. They must adeptly understand guest and employee satisfaction metrics, develop actionable plans to address challenges and capitalize on strengths, and set clear performance expectations in collaboration with the General Manager. The manager also must be proactive in responding to changing guest needs, employee concerns, and operational demands. Additionally, the role includes conducting key human resources activities such as interviewing, assisting in hiring decisions, and ensuring thorough orientation of new team members. The Senior Room Operations Manager is expected to perform quality audits, monitor financial data related to productivity and costs, and oversee key control programs to secure property assets. Overall, this role demands a dynamic, energetic leader with high self-confidence and a genuine passion for delivering luxury hospitality service, making it an excellent opportunity for experienced hospitality professionals to advance their careers at JW Marriott, a globally recognized leader in luxury hotels and resorts.

Job Requirements

High school diploma or GED
Minimum 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
Minimum 2 years experience in guest services, front desk, housekeeping, or related area
Strong leadership skills
Excellent communication skills
Ability to manage multiple departments
Proficiency in monitoring guest satisfaction and financial performance
Capability to handle employee relations and human resources duties
Ability to work flexible hours and perform hourly job functions as needed

Job Qualifications

High school diploma or GED with 4 years experience in guest services, front desk, housekeeping, or related field
OR 2-year degree in Hotel and Restaurant Management, Hospitality, Business Administration, or related major with 2 years experience in guest services, front desk, housekeeping, or related field
Strong leadership and team management skills
Excellent communication and interpersonal abilities
Knowledge of hospitality standards and guest service excellence
Ability to analyze financial and operational reports
Proficient in scheduling and staff development
Commitment to continuous improvement and guest satisfaction
Ability to handle employee and guest concerns proactively
Experience with human resources practices
Capability to perform quality audits and enforce compliance

Job Duties

Verify that goals are translated to the team related to guest tracking and productivity
Manage execution of all operations in Front Office, Engineering/Maintenance, Housekeeping departments and oversee staff
Lead specific team to meet or exceed property goals
Create and nurture an environment emphasizing motivation, empowerment, teamwork, continuous improvement, and passion for service
Understand employee and guest satisfaction results and develop action plans
Set clear expectations with General Manager for team
Verify team capabilities to meet expectations
Lead by example demonstrating self-confidence, energy, and enthusiasm
Assist employees in understanding and exceeding guests’ needs and expectations
Follow property specific second effort and recovery plan
Publish guest satisfaction results including forms, comment cards, and letters
Take proactive approaches to employee concerns
Extend professionalism and courtesy to employees and guests
Communicate and update goals and results with employees
Meet semiannually with staff one-on-one
Schedule team against guest and hours/occupied room goals
Monitor compliance with standards and procedures
Perform hourly job functions as needed
Provide excellent customer service and be readily available/approachable for guests
Strive to improve guest and employee satisfaction and maximize financial performance
Respond timely to customer service department requests
Verify team members meet or exceed hospitality requirements
Perform annual quality audit with General Manager and Regional Director
Verify viable key control program
Review financial statements, sales, and performance data to measure productivity, goals, and areas for cost reduction
Conduct interviews and assist in hiring decisions
Promote Guarantee of Fair Treatment and Open Door policies
Ensure thorough and timely orientation for new team members