Santa Monica
Job Description We offer a competitive salary, rich health benefits package, and a bonus plan. Full-time employment benefits include: • Paid Time-Off (PTO), • Holiday Pay, • Medical, Dental, and Vision coverage options., • Life Insurance (employer sponsored)., • Dry cleaning We also provide all employees with: • Sick-Pay (up to 72 hours per calendar year), • 401k plan option with employer dollar-for-dollar match up to 5% of total eligible income., • Pet insurance option., • On-site parking., • Public transportation cost reimbursement, • Alternative modes of transportation pay for walking, biking, or carpooling to work! TITLE: Rooms Manager DEPARTMENT: Operations STATUS: Exempt, Full Time, Regular SUPERVISED BY: General Manager SUPERVISES: Guest Services/Night Audit, Engineering and Housekeeping The Rooms Manager will assist the General Manager in creating a culture of success & quality assurance by making sure all team members have the right tools to do their work safely and feel empowered by leadership to go above and beyond in creating memorable guest experiences. The Rooms Manager will work with the rest of the leadership team as well as Shared Services to ensure the financial profitability for ownership, creating a learning and empowering environment for team members, and creating an extraordinary beachfront escape for our guests. SUCCESS METRICS: The Rooms Manager will collaborate with the General Manager in creating a winning culture by achieving the following Success Metrics that define success for leadership at the Ocean View Hotel. • Achieve and maintain TripAdvisor ranking within the top 7 hotels in Santa Monica., • Achieve a score of 95% or higher in the annual accounting audit., • Achieve a score of 90% or higher on bi-annual Coyle Hospitality Mystery Shop Audits., • Achieve an overall score of 90% or higher on Revinate Surveys., • Achieve an overall score of 90% or higher on annual employee surveys., • Maintain the hotel’s green initiatives to achieve Green Certification with the City of Santa Monica. ESSENTIAL DUTIES: • Responsible for the proper and efficient functioning of the Front Office, Engineering, and Housekeeping Departments., • Demonstrate positive leadership, which inspires employees to meet and exceed standards., • Ensure that work areas are neat and organized., • Approach all encounters with guests and employees in an attentive, friendly, courteous, professional, and service-oriented manner., • Ensure that employees are always attentive, friendly, helpful, and courteous to all guests, managers, and other employees., • Demonstrate a thorough knowledge of hotel information and amenities, including, but not limited to, room categories, room rates, packages, promotions, the local area, and other general product knowledge, and answer guest questions and inquiries., • Use up-selling techniques to promote hotel services and facilities and to maximize room occupancy., • Respond to guest inquiries, complaints, and requests and resolve them in a timely, friendly, and efficient manner., • Ensure that employees maintain regular attendance in compliance with hotel standards, as required by scheduling, which will vary according to the needs of the hotel., • Ensure that employees maintain high standards of personal appearance and grooming, which include compliance with the hotel dress code and wearing name tags, radio earpieces, and face coverings when working., • Review and follow up on the Shiftnote log on a daily basis., • Review night audit packets, including Housekeeping Discrepancy, Comp Rooms Report & Adjustment reports generated by Night Audit., • Clarify duties and responsibilities of all team members and ensure that workflows are in a logical order., • Ensure that standards, policies, and rules are properly understood and followed through., • Ensure that every GSA obtains all necessary information when taking room reservations., • Follow and enforce all hotel credit policies., • Operate all aspects of the Front Office computer system (Opera), including software maintenance, report generation and analysis, and simple programming., • Monitor the process of taking reservations, ensuring that courtesy and up selling techniques are maintained., • Greet and welcome all guests approaching the Front Desk in accordance with hotel standards., • Ensure correct and accurate cash handling at the Front Desk. Conduct random monthly bank audits., • Maintain inventory of guestrooms and housekeeping supplies by ordering supplies as needed and completing all month-end inventories., • Promote employee empowerment and recognition programs, including Five Star Cards, incentives, employee of the quarter, housekeeping week, engineering week, etc., • Responsible for selection, training, supervising, scheduling, developing, disciplining, and counsel employees according to hotel policies and procedures., • Assign Room Attendant Boards in accordance with credits and local square footage allotments and track the square footage daily., • Have working knowledge of the room cleaning process and safe chemical usage for all products used in the housekeeping department., • Assist room attendants in cleaning rooms as needed., • Coordinate training for new employees., • Perform in the capacity of any person supervised, to include cross-training., • Inspect property guestrooms, linen rooms, public areas, and all office space to ensure company standards of housekeeping are being maintained., • Monitor and appropriately respond to social media posts in a timely fashion, including but not limited to TripAdvisor, Facebook, OTAs such as Booking.com and Expedia, and Revinate surveys., • Attends as well as schedules and conducts departmental meetings., • Maintain a professional working relationship and promote open lines of communication with managers, employees, and shared services., • Ensure completion of all month-end reporting to accounting, including Guest Ledger, Deposit Ledger, Meter Readings, and Bank Audits., • Attend meetings, including weekly RevMax and weekly planning., • Maintain Vendor and Shared Services relations., • Responsible for payroll hours and reports being completed accurately and punctually, including providing comments on overtime and monitoring Missed Meal Penalties., • Ensure bi-weekly payroll processes are completed in a timely manner, including the approval of timesheets and the processing of incentives and square footage cleaned, tracked with supporting and all required documentation., • Audit and implement all hotel incentive plans., • Support Safety Program training and initiatives for the department/hotel by constantly reinforcing safety standards in all aspects of hotel operation, completing Incident Reports and PAIR Reports as needed., • Drive & enforce safety standards such as COVID-19 protocols and SOPs., • Comply at all times with hotel standards and regulations to encourage safe and efficient hotel operations., • Complete annual MIPP training for the housekeeping department., • Report all unsafe conditions immediately., • Work with the Assistant Rooms Manager to ensure the Life & Safety binder monthly, quarterly, and annual inspections are completed., • Assist Security and the Assistant Rooms Manager with quarterly fire & earthquake drills, • Coordinate with General Manager/Engineering Supervisor in the repair and maintenance program as related to guestrooms and public areas., • Work with Assistant Rooms Manager to ensure maintenance calendar items are planned & completed when scheduled and in conjunction with the budget., • Assist General Manager in maintaining Quality Assurance Binder., • Assist General Manager in project management as assigned., • Other duties as required. ESSENTIAL JOB QUALIFICATIONS & COMPENTENCIES: Proven success in the following job competencies: • Honesty; has honest, direct, and factual communication and actions with internal and external customers., • Collaboration; proactive in building supporting, nurturing, and service-oriented relationships with employees; works collaboratively to resolve problems and enhance productivity; Remains open to others' ideas and tries new things., • Integrity & Loyalty; conducts self with high level of ethics and makes decisions with honest intentions that are in the best interest of the company and employees. Keeps commitments; inspires the trust of others; Works with a high level of integrity and ethically; Upholds organizational values., • Humble; conducts self and treats all employees with respect; without arrogance, degradation, or coercion; treats all employees with equal regardless of position/status., • Innovation; constantly searches for best practices in technology, services, and procedures. Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas., • Analytical: Highly detail-oriented, proficient with managing, editing, analyzing large volumes of complex numerical data., • Flexible; considers others point of view to find the best solution for customer and company; proven ability to be flexible and adapt to change; adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays., • Problem Solving: Uses a professional, neutral/unbiased, and highly diplomatic inter-personal approach., • Interpersonal: Customer focused and effective relationship-building skills; ability to effectively interact with all employee levels; frontline, Managers, Directors, Executives;, • Diversity: Strong commitment to diversity and equality in a company culture., • Communication: Strong communication (verbal and written) and presentation skills., • Multi-Tasking: Ability to operate under pressure in a fast-paced environment; able to deliver effective results, meet tight deadlines and targets. EXPERIENCE: • At least 2 years of experience as a Front Office Manager with Housekeeping Management experience., • Must be proficient in Microsoft Word, Excel, PowerPoint, and Outlook., • Experience in Opera and Home Office is very helpful. EDUCATION: • Associate’s or Bachelor’s degree in business, management, or hospitality or related field or equivalent of 5 years’ relevant work experience required. WORKING CONDITIONS & PHYSICAL WORK DEMANDS: • Able to sit and work at a computer keyboard for extended periods of time., • Able to stoop, kneel, bend at the waist, and reach on a daily basis., • Able to lift and move up to 50 pounds occasionally., • Regular and on-time attendance is critical., • Hours occasionally exceed 40 hours per week., • Ability to stand during shifts OTHER: Other duties as assigned. Note: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required and is not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with this job. Our post-offer background check process includes a background check (HireRight) and a drug-screen. We participate in E-Verify. We are an Equal Opportunity Employer.