Rooms Manager

ABOUT OUR ROLE

Our Rooms Manager creates a memorable first impression by welcoming arriving guests, ensures smooth operation of lodging, oversees all aspects related to guest accommodations, including housekeeping, front office, and reservations. 

ESSENTIAL FUNCTIONS

• Report to work when scheduled, on time, in proper and clean uniform, including name tag. Adhere to appearance and conform to Trailborn appearance standards.

• Handle all duties according to Trailborn policies and procedures.

• Enforce all existing and new policies and procedures with front office and housekeeping staff.

• Maintain proper staffing in all areas of responsibility.

• Directly supervise all rooms, front office, and housekeeping staff to ensure proper completion of all duties.

• Inspect public areas, grounds, and guest rooms to ensure cleanliness and appearance meets Trailborn standards.

• Communicate with other departments regarding problems or focus areas which need attention.

• Actively enforce all safety policies to protect associates, guests, and company assets.

• Provide a safe work environment in compliance with OSHA/SMDS standards.

• Facilitate and document staff meetings.

• Effectively manage and control all operational expenses including labor, overtime, supplies, etc. to achieve budgeted goals.

• Monitor staff performance to ensure efficient hotel operations and guest satisfaction.

• Manage inventory and financials related to linen, cleaning supplies, market, minibar, and office supplies.

• Work closely with sales to maximize revenue goals, effectively utilize yield management, and revenue maximizations.

• Aide in hiring and training of staff to oversee guest relations, operational procedures, and reservations standards.

• Motivate staff to effectively solve problems which need attention.

• Maintain and complete the required logs and records.

• Be knowledgeable about all hotel operations procedures, logbooks, and communication channels to be up to date with all changes, new procedures and/or contributions to events.

• Obtain and give daily briefings about events to effectively deal with all foreseen situations.

• Know about the different guest rooms, locations, amenities, features, events, local partnerships, area attractions and all other services including other Trailborn destination recommendations.

• Ensure that Trailborn experiences are set up and facilitated.

• Handle all mail, messages, and guest information on a confidential basis.

• Assist all guests with issues, special requests, and questions. Ensure that all guest problems are resolved to their satisfaction.

• Carefully study and be knowledgeable of emergency procedures and know how to act on them.

• Be disciplined, alert, have customer focused attention and be ready to greet all guests immediately.

• Complete all daily, monthly, quarterly, and annual related checklists.

• Exhibit a friendly, helpful, learning, and courteous manner when dealing with guests and fellow employees.

• Lead the hotel team to contribute to the local community in a charitable way by participating in service opportunities in the area.

• Be willing to cross train and assist upon business demands.

• In the absence of the General Manager, assume complete responsibility for the effective operation of all hotel areas and achievement of hotel goals.

QUALIFICATIONS

Qualifications

• 3+ years of hotel operations experience, including 2+ years supervising front office and/or housekeeping.

• Strong leadership, accountability, and team management skills.

• Basic administrative skills with ability to learn and use various software systems, maintain records, and ensure compliance.

• Excellent problem-solving skills to resolve guest issues promptly and effectively.

• Clear verbal and written communication skills in English.

• Customer-focused attitude with a professional, welcoming demeanor.

• Organized, practical, and attentive listener with a drive to learn and improve.

• Flexible schedule, including nights, weekends, and holidays.

Preferred

• Boutique or lifestyle hotel experience.

• Familiarity with revenue management and local market knowledge.

PHYSICAL REQUIREMENTS

• Ability to stand, walk, and move around the property for extended periods.

• Capability to lift up to 25 lbs. and navigate stairs and varied terrain as needed.

ABOUT OUR

BENEFITS

SCHEDULE

Hospitality demands a flexible schedule that may require extended hours as the business requires coverage including seasonality– on any day at any hour, including evenings, weekends, and holidays.

The specific statements shown in each section of this Job Description are not intended to be all-inclusive.  They represent typical elements and criteria considered necessary to perform the job successfully.  The job’s responsibilities/tasks may be modified and/or expanded over time without prior notice. The Company will try to give as much notice as practical when changes are made.