Executive Assistant Manager - Rooms

Role Overview

Education and Experience

• A 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or a related major, plus 4 years of relevant experience.
• Alternatively, a 4-year bachelor's degree in Business Administration, Hotel and Restaurant Management, or a related major, plus 2 years of relevant experience.
• Relevant experience includes guest services, front desk, housekeeping, sales and marketing, management operations, or a related professional area.

Profitability and Revenue

• Demonstrate and communicate key drivers of guest satisfaction for the brand's target customer.
• Analyze service issues, identify trends, and make decisions that keep the property moving toward its goals.
• Monitor Rooms Operations sales performance against budget and review financial statements and reports.
• Coach the operations team to manage occupancy, rates, wages, and controllable expenses effectively.
• Compare budgeted wages with actual wages and hold direct reports accountable for results.

Operations and Guest Experience

• Champion the brand's service vision and align Rooms leadership teams on product and service delivery.
• Develop systems that help associates understand guest satisfaction results and communicate departmental goals clearly.
• Review guest feedback and ensure appropriate corrective action is taken.
• Respond to guest problems and complaints and maintain regular visibility with customers.
• Create an atmosphere in Rooms and Food and Beverage areas that meets or exceeds guest expectations.

People and Change Management

• Set goals and expectations for direct reports through the performance review process and hold staff accountable.
• Solicit associate feedback, address concerns, and promote open communication.
• Ensure policies, disciplinary procedures, documentation, and peer review processes are administered consistently.
• Conduct annual performance appraisals and model desired service behaviors.
• Implement brand and regional initiatives, communicate follow-up actions, and champion change.