The Rooms Division Operations Manager serves as the primary operational leader supporting all Rooms Division functions at the Hilton Seattle Airport & Conference Center. Reporting directly to the Director of Rooms, this position provides leadership and operational oversight across Front Office, Guest Services, Bell Services, Valet Operations, Housekeeping, Laundry, and Night Audit functions. While the Director of Rooms maintains overall leadership responsibility for the Rooms Division and the Executive Housekeeper serves as the primary leader of Housekeeping operations, the Rooms Division Operations Manager is responsible for driving day-to-day execution, operational consistency, guest satisfaction, labor productivity, and communication between all Rooms Division departments.
Position Purpose
The Rooms Division Operations Manager is responsible for:
- Driving operational excellence throughout the Rooms Division.
- Ensuring room readiness and guest satisfaction.
- Coordinating Front Office and Housekeeping operations.
- Supporting labor productivity and financial performance.
- Developing future leaders and strengthening departmental communication.
- Maintaining Hilton brand standards and quality expectations.
Essential Responsibilities
Rooms Division Leadership
- Support daily operations of Front Office, Guest Services, Bell Services, Valet Operations, Housekeeping, Laundry, and Night Audit.
- Act as the operational bridge between Front Office and Housekeeping.
- Ensure room readiness objectives are achieved daily.
- Maintain strong visibility throughout the hotel.
Front Office Operations
- Support oversight of Front Desk, Guest Services, Bell Services, and Valet Operations.
- Monitor arrivals, departures, VIPs, airline crews, and Hilton Honors guests.
- Ensure front office standards are consistently executed.
- Support service recovery efforts and guest satisfaction initiatives.
Housekeeping Operations
- Assist the Executive Housekeeper in overseeing housekeeping and laundry operations.
- Conduct room inspections and quality assurance reviews.
- Monitor productivity, staffing levels, and operational performance.
- Ensure guestrooms and public spaces consistently meet cleanliness standards.
Guest Experience Leadership
- Resolve guest concerns and service failures.
- Monitor guest feedback and online reputation channels.
- Lead service recovery initiatives.
- Foster a culture of hospitality, accountability, and responsiveness.
Airline & Group Operations
- Support airline crew operations and service standards.
- Coordinate large group arrivals and departures.
- Assist during IROPS and flight disruption events.
- Support convention and conference center activity.
Financial Responsibilities
- Assist with labor management and productivity monitoring.
- Monitor overtime and scheduling efficiency.
- Support departmental budgeting and forecasting.
- Assist with expense management and purchasing controls.
- Drive operational efficiencies while maintaining guest service standards.
Leadership & Development
- Coach supervisors and hourly team members.
- Support onboarding, training, and leadership development programs.
- Assist with performance evaluations and coaching conversations.
- Promote accountability and operational excellence.
- Help identify future leaders within the Rooms Division.
Union & Employee Relations
- Support compliance with Collective Bargaining Agreements.
- Partner with Human Resources on employee relations matters.
- Participate in investigations and grievance discussions when necessary.
- Promote a positive and respectful work environment.
Hilton Brand Standards & Quality Assurance
- Support Hilton QA readiness and audit preparation.
- Ensure compliance with Hilton brand standards.
- Participate in room inspections and operational audits.
- Support guest loyalty and Hilton Honors initiatives.
Key Performance Indicators
Guest Experience
- SALT Scores
- Guest Complaint Resolution
- Online Reputation Scores
Operational Excellence
- Room Readiness
- Housekeeping Inspection Scores
- QA Audit Performance
- Front Office Service Standards
Financial Performance
- Labor Productivity
- Overtime Management
- Cost Controls
People Development
- Training Completion
- Employee Engagement
- Retention & Turnover
Qualifications
Required
- Minimum 3 years of hotel leadership experience.
- Experience in Front Office, Housekeeping, or Rooms Division operations.
- Strong leadership, communication, and organizational skills.
- Ability to work in a fast-paced, high-volume environment.
Preferred
- Hilton experience.
- Full-service hotel experience.
- Airport hotel experience.
- Convention hotel experience.
- Union hotel experience.
- Bachelor's degree in Hospitality Management or related field.
Career Growth Opportunity
This position is designed as a developmental leadership role and succession pathway toward future Director of Rooms opportunities within Paramount Hotels. The successful candidate will gain broad exposure to all aspects of Rooms Division leadership, financial management, labor management, guest satisfaction, Hilton brand standards, and Executive Committee-level operations.
Pay: $82,000.00 - $83,500.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Employee discount
- Health insurance
- Life insurance
- Paid jury duty
- Paid time off
- Paid training
- Retirement plan
- Tuition reimbursement
- Vision insurance
Work Location: In person
