Operations Manager - Rooms
Hyatt Centric, Atlanta, GA, United States
Organization - Hyatt Centric Midtown Atlanta
Summary
At Hyatt, we believe our guests select Hyatt because of our caring and attentive associates who are focused on providing efficient service and meaningful experiences. This position reports to the hotel Assistant Director of Rooms. The Operations Manager - Rooms is responsible for all duties related to the Front Desk operation and providing support when needed to the housekeeping operation. Responsibilities includes staff training, inter-department communications, staff scheduling, and payroll of the front office operation. The Operations Manager should possess strong communication skills and demonstrate leadership abilities. In addition to assisting in the operation of the Front Office, housekeeping, and guest services personnel, this position will respond quickly to guest requests and/or complaints in a friendly manner and ensure that appropriate action is taken to guarantee guest satisfaction. The Operations Manager plays a key leadership role in shaping the end-to-end guest journey - from pre-arrival engagement to post-stay follow-up. This position partners closely with Rooms, Commercial, and F&B leadership to elevate VIP and Check-in experiences, Room Cleanliness, World of Hyatt elite engagement, and overall service performance across the hotel.
Duties include
Responsible for short-and long-term planning and the management of the hotel’s Front Office operations
Ability to support the Front Desk and Housekeeping operation interchangeably based on business needs
Develop and recommend the budget, labor cost plans and objectives and manage within those approved plans
Maintain guest room inventory
Coach and counsel employees to reflect Hyatt Service Standards and procedures
Perform all tasks of a Front Office Staff as needed to facilitate service
Ensure all operations and cash handling are done per policies and procedures
Maintain excellent communication with the housekeeping department
Maintain information on prices, rates, specials, packages, programs, etc., while ensuring all staff are trained in all areas
Analyze, investigate, and resolve guest complaints
Create expectations, lead people, manage processes, and hold people accountable for the agreed upon activities and time tables
Insure proper staffing levels for customer service goals
Coach and counsel employees to reflect Hyatt service standards and procedures
Must be able to work a flexible schedule
Qualifications
Demonstrated ability to effectively interact with people of cultural, disability, and ethnic backgrounds
2 years or more of progressive hotel Rooms Management experience (typically with Hyatt)
Ability to work in both the Front Desk and Housekeeping operation interchangeably based on business needs
With opening hotels, previous hotel pre-opening experience preferred
Service oriented style with professional presentations skills
At least 2 years progressive management experience within the Rooms Division of a hotel
Hotel/Hospitality degree an asset
Must possess the following strengths: high energy, entrepreneurial spirit, motivational leader, effective communicator, effective in providing exceptional customer service and ability to improve the bottom line
Clear concise written and verbal communication skills in English
Must be proficient in Microsoft Word and Excel
Must have excellent organizational, interpersonal and administrative skills
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Summary
At Hyatt, we believe our guests select Hyatt because of our caring and attentive associates who are focused on providing efficient service and meaningful experiences. This position reports to the hotel Assistant Director of Rooms. The Operations Manager - Rooms is responsible for all duties related to the Front Desk operation and providing support when needed to the housekeeping operation. Responsibilities includes staff training, inter-department communications, staff scheduling, and payroll of the front office operation. The Operations Manager should possess strong communication skills and demonstrate leadership abilities. In addition to assisting in the operation of the Front Office, housekeeping, and guest services personnel, this position will respond quickly to guest requests and/or complaints in a friendly manner and ensure that appropriate action is taken to guarantee guest satisfaction. The Operations Manager plays a key leadership role in shaping the end-to-end guest journey - from pre-arrival engagement to post-stay follow-up. This position partners closely with Rooms, Commercial, and F&B leadership to elevate VIP and Check-in experiences, Room Cleanliness, World of Hyatt elite engagement, and overall service performance across the hotel.
Duties include
Responsible for short-and long-term planning and the management of the hotel’s Front Office operations
Ability to support the Front Desk and Housekeeping operation interchangeably based on business needs
Develop and recommend the budget, labor cost plans and objectives and manage within those approved plans
Maintain guest room inventory
Coach and counsel employees to reflect Hyatt Service Standards and procedures
Perform all tasks of a Front Office Staff as needed to facilitate service
Ensure all operations and cash handling are done per policies and procedures
Maintain excellent communication with the housekeeping department
Maintain information on prices, rates, specials, packages, programs, etc., while ensuring all staff are trained in all areas
Analyze, investigate, and resolve guest complaints
Create expectations, lead people, manage processes, and hold people accountable for the agreed upon activities and time tables
Insure proper staffing levels for customer service goals
Coach and counsel employees to reflect Hyatt service standards and procedures
Must be able to work a flexible schedule
Qualifications
Demonstrated ability to effectively interact with people of cultural, disability, and ethnic backgrounds
2 years or more of progressive hotel Rooms Management experience (typically with Hyatt)
Ability to work in both the Front Desk and Housekeeping operation interchangeably based on business needs
With opening hotels, previous hotel pre-opening experience preferred
Service oriented style with professional presentations skills
At least 2 years progressive management experience within the Rooms Division of a hotel
Hotel/Hospitality degree an asset
Must possess the following strengths: high energy, entrepreneurial spirit, motivational leader, effective communicator, effective in providing exceptional customer service and ability to improve the bottom line
Clear concise written and verbal communication skills in English
Must be proficient in Microsoft Word and Excel
Must have excellent organizational, interpersonal and administrative skills
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