Rooms Operations Manager (Housekeeping)
The Ritz-Carlton
Salary undisclosed
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Description
JOB SUMMARY
Supports the successful execution of all operations in the hotel operations departments (including Front Office, Engineering/Maintenance and Housekeeping) and managing staff. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department. Ensures that standards and procedures are being followed.
CANDIDATE PROFILE
Education and Experience
• High school diploma or GED; 4 years experience in the guest services, front desk, housekeeping, or related professional area.
OR
• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 2 years experience in the guest services, front desk, housekeeping, or related professional area
CORE WORK ACTIVITIES
Supporting Rooms Operations Team
• Ensures that goals are being translated to the team as they relate to guest tracking and productivity.
• Understands employee and guest satisfaction results and communicates game plans to address need areas and expand on the strengths.
• Assists in ensuring that the team has the capabilities to meet expectations.
• Assists employees in understanding guests' ever-changing needs and expectations, and exceeding them.
Supporting Property Rooms Operations Function(s)
• Follows property specific second effort and recovery plan.
• Publishes all guest satisfaction results in a timely fashion including all guest satisfaction forms, comment cards and guest letters.
• Takes proactive approaches when dealing with employee concerns.
• Extends professionalism and courtesy to employees at all times.
• Communicates/updates all goals and results with employees.
• Assists/teaches the team scheduling against guest and hours/occupied room goals.
• Performs hourly job functions as needed.
Managing and Monitoring Activities that Affect the Guest Experience
• Provides excellent customer service by being readily available/approachable for all guests.
• Takes proactive approaches when dealing with guest concerns.
• Extends professionalism and courtesy to guests at all times.
• Responds timely to customer service department request.
• Ensures all team members meet or exceed all hospitality requirements.
Assisting in Managing Profitability
• Assists in performing required annual Quality audit with GM & RD.
• Ensures a viable key control program is in place.
• Understands financial statements, sales and activity reports, and other performance data.
About this role
The Rooms Operations Manager role at The Ritz-Carlton's New York City property sits at the intersection of guest experience and operational execution. You'd oversee housekeeping, front office, and engineering functions while managing the staff who deliver them, with direct responsibility for translating company standards into daily performance. This means working closely with your team on productivity and guest satisfaction metrics, addressing concerns as they arise, and ensuring the property maintains its service standards across all guest-facing operations.
The position requires either four years of hands-on experience in guest services, front desk, or housekeeping roles, or a hospitality-focused degree paired with two years in a related area. You'll need to be comfortable with financial reporting and performance data, understand scheduling against occupancy and labor goals, and be ready to step into hourly duties when needed. The role demands strong communication skills—you'll be publishing results, updating teams on goals, and serving as a bridge between staff concerns and management solutions.
This is a full-time, in-office position suited to someone with solid hospitality operations background who's ready to move into a supervisory capacity at a luxury property. Success here depends on balancing operational rigor with genuine responsiveness to both employee and guest needs.
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Pay for this role
The employer didn't post a pay range for this role. That usually means pay is set in negotiation, which favors whoever arrives with numbers. Check ranges on comparable Rooms Operations Manager (Housekeeping) postings in New York City, and analyze any offer before you accept it.
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