Rooms Division Manager

Director of Rooms Operations

JOB SUMMARY

Functions as the strategic business leader of the property's Rooms Division and serves as the hotel's Quality Leader, Health & Safety Champion, and operational compliance champion. Responsible for planning, developing, implementing and evaluating the quality, effectiveness and compliance of all rooms-related operations, including Front Office, Housekeeping, Guest Services and related departments.

The position works with departmental leaders to develop and implement operational strategies aligned with the brand's service standards, business objectives and quality expectations. Ensures rooms operations consistently meet brand standards, guest expectations, safety requirements and compliance obligations while driving employee engagement, operational excellence, revenue growth and profitability.

The role provides leadership in hotel quality assurance, audit readiness, brand compliance, health and safety, security oversight, risk management and continuous improvement initiatives to protect the interests of guests, associates, owners and the company.

CANDIDATE PROFILE

Education and Experience

Required

• 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, Hospitality Management or related field and a minimum of 6 years' experience in Rooms Operations, Guest Services, Front Office, Housekeeping, Hotel Operations or related professional area;

OR

• 4-year bachelor's degree in Business Administration, Hotel and Restaurant Management, Hospitality Management or related field and a minimum of 4 years' experience in Rooms Operations, Guest Services, Front Office, Housekeeping, Hotel Operations or related professional area.

Preferred

• Experience leading Quality Assurance and Brand Standards initiatives.
• Experience managing Health & Safety and Security compliance programs.
• Experience conducting operational audits and compliance reviews.
• Multi-department leadership experience within a hotel environment.
• Knowledge of applicable health, safety, fire and security regulations.

CORE LEADERSHIP COMPETENCIES

• Strategic Leadership
• Operational Excellence
• Quality Management
• Brand Standards Compliance
• Risk Management
• Health & Safety Leadership
• Security Awareness
• Financial Acumen
• Accountability and Ownership
• Talent Development
• Problem Solving and Decision Making
• Guest Experience Leadership
• Change Management
• Communication and Influencing Skills

CORE WORK ACTIVITIES

Leading Rooms Operations

• Champions the brand's service vision and operational excellence standards throughout the hotel.
• Provides strategic leadership to Front Office, Housekeeping, Guest Services and related operational departments.
• Communicates clear expectations, goals and performance standards to departmental leaders.
• Drives execution of operational priorities and departmental business plans.
• Ensures effective collaboration between operational departments to deliver seamless guest experiences.
• Makes and executes operational decisions required to achieve business objectives.
• Monitors room inventory, occupancy performance, rate strategy and promotional initiatives.
• Ensures effective operational controls are in place to maintain service excellence and accountability.

Leading Hotel Quality, Compliance and Brand Standards

• Acts as the hotel's designated Quality Leader.
• Champions a culture of quality, compliance and continuous improvement throughout the property.
• Leads the planning, completion, review and submission of all required Brand Standard Audits, Quality Audits, Compliance Audits and operational assessments.
• Ensures all audits, reports, certifications and compliance submissions are completed accurately and within required deadlines.
• Maintains ongoing audit readiness across all departments.
• Conducts routine quality assurance inspections and operational reviews.
• Monitors compliance with Marriott brand standards, SOPs, LSOPs and company policies.
• Establishes corrective action plans arising from audits, inspections and guest feedback and ensures timely completion.
• Analyzes quality performance trends and drives continuous improvement initiatives.
• Partners with departmental leaders to identify service gaps and implement sustainable solutions.
• Reports compliance, audit and quality performance to the General Manager and Executive Committee.
• Escalates significant operational, compliance or governance risks appropriately and timeously.

Managing Health, Safety, Security and Risk

• Serves as the operational leader for hotel health, safety, security and risk management programs.
• Promotes a culture that prioritizes the safety and well-being of guests, associates, contractors and visitors.
• Ensures compliance with all applicable health, safety, fire, environmental and security legislation, regulations and brand requirements.
• Oversees hotel emergency preparedness, evacuation procedures, business continuity and crisis management processes.
• Conducts regular risk assessments, safety inspections and compliance reviews.
• Ensures incidents, accidents, security breaches and near misses are properly reported, investigated and addressed.
• Chairs or actively participates in Health & Safety Committee meetings.
• Works closely with Engineering, Security and Human Resources to maintain compliance and reduce operational risk.
• Monitors security operations and implements measures to safeguard guests, associates, company assets and hotel reputation.
• Ensures statutory records, certifications, permits and safety documentation remain current and compliant.
• Leads corrective actions resulting from safety, security or compliance findings.

Managing Profitability

• Analyzes operational performance and identifies opportunities for increased efficiency and profitability.
• Reviews departmental expenses and ensures effective cost control measures are implemented.
• Develops and executes operational strategies aligned with business objectives.
• Drives productivity improvements while maintaining service and quality standards.
• Ensures resources are appropriately allocated to support business demands.

Managing Revenue Goals

• Monitors Rooms operations revenue performance against budget and forecasts.
• Reviews financial reports and operational metrics to identify opportunities and risks.
• Supports revenue optimization strategies through effective inventory management and operational readiness.
• Coaches managers to effectively manage labor costs, productivity and controllable expenses.
• Drives accountability for achieving departmental financial objectives.
• Identifies operational opportunities to improve profitability and guest satisfaction simultaneously.

Ensuring Exceptional Guest Experiences

• Demonstrates and communicates key drivers of guest satisfaction and loyalty to hotel leadership team.
• Delivers exceptional guest service and fosters a guest-centric culture throughout the hotel.
• Reviews guest feedback, survey results and service recovery opportunities with leadership teams.
• Ensures prompt resolution of guest concerns and service failures.
• Creates an environment that consistently exceeds guest expectations.
• Interacts regularly with guests to obtain feedback and assess service quality.
• Utilizes guest insights to develop and implement improvement initiatives.
• Maintains visibility within operational areas to support guests and associates.
• Drives improvement in guest satisfaction scores and quality performance indicators.
• Ensures service standards are maintained consistently across all departments.

Accountability, Governance and Operational Ownership

• Demonstrates a high level of professional accountability and ownership for assigned responsibilities.
• Ensures all operational, compliance, regulatory, audit and reporting deadlines are achieved accurately and within prescribed timeframes.
• Establishes effective controls to ensure critical responsibilities are completed on time and to required standards.
• Takes ownership for the accuracy, completeness and submission of business-critical reports, audits and compliance requirements.
• Proactively identifies risks and escalates issues before they negatively impact hotel operations.
• Ensures governance requirements are understood, communicated and consistently executed.
• Maintains detailed records and documentation required for legal, audit and operational compliance purposes.
• Drives a culture of accountability and ownership among departmental leaders.

Managing and Conducting Human Resources Activities

• Interviews, hires and develops talented associates and leaders.
• Ensures employees are treated fairly, respectfully and consistently.
• Maintains regular communication through departmental meetings, briefings and coaching sessions.
• Supports associate engagement and fosters a positive working environment.
• Sets clear performance expectations and holds leaders accountable for results.
• Conducts performance reviews and development discussions according to company standards.
• Identifies succession opportunities and develops talent pipelines.
• Ensures disciplinary processes, investigations and documentation are conducted in accordance with company procedures.
• Promotes an open-door culture and encourages associate feedback.
• Leads change initiatives and ensures effective implementation of brand and company programs.
• Coaches and develops direct reports to maximize individual and team performance.

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.