Job Description

At Crescent Hotels & Resorts, we are a team of hospitality professionals that are deeply connected to & proud of the exceptional experiences we provide for our guests. More than that, we know our Associates are the shining stars of what we do!

We understand what it takes to be a part of something great. We will encourage you to bring your true self to work every day, we will celebrate you and we will cheer you on as you shine bright in your career journey. Whether it be our health & wellness programs, best in class learning and development or our travel discounts that ‘feed your inner explorer’, we work hard to create and deliver on what YOU need. We are ready for you to start your journey with us where You Belong. We Care. Shine Bright.

We are looking for our next great team member to join us on our team as Rooms Manager. We are committed to providing you with:

• Highly competitive wages
• An exceptional benefit plan for eligible associates & your family members
• RSP/401K matching program for eligible associates
• Flexible scheduling allows you to focus on what is important to you.
• Discounts with our Crescent managed properties in North America for you & your family members
• Marriott Hotel Discount
• Tuition Assistance Benefit
• Discount at Spa and Red Horse Restaurant

The Rooms Manager plays a key leadership role within the hotel, responsible for overseeing daily operations of the Rooms Division, including Front Office, Housekeeping, Guest Services, and Bell functions. This leader ensures that every guest receives anticipatory, personalized service consistent with luxury brand standards while driving operational excellence, financial performance, and associate engagement.

The ideal candidate will have strong leadership skills, a deep understanding of luxury guest service, and the ability to align operations with strategic goals. This position is critical to ensuring seamless guest experiences while maintaining a focus on expense control, labor optimization, and continuous improvement.

Key Responsibilities

Operational Leadership

• Oversee the daily operations of the Front Office, Housekeeping, Bell, and Guest Services teams to ensure smooth and efficient hotel operations.
• Ensure compliance with Marriott Autograph Collection brand standards, service expectations, and all local, state, and federal regulations.
• Partner with the Assistant General Manager to set and achieve key performance metrics including guest satisfaction (GSS), labor productivity, and expense controls.
• Lead daily stand-up meetings and weekly Rooms Division leadership meetings to review performance, guest feedback, and operational priorities.

Guest Experience

• Champion a culture of luxury service, ensuring every touchpoint exceeds guest expectations.
• Actively review guest feedback via GXP, Medallia, TripAdvisor, and other platforms; develop and execute action plans for continuous improvement.
• Lead service recovery efforts, empowering associates to resolve issues promptly and creatively to drive loyalty and repeat business.
• Ensure VIP arrivals, Bonvoy Elite members, and special occasions are recognized with personalized attention and thoughtful amenities.

Financial & Expense Management

• Collaborate with the Director of Finance to manage Rooms Division budgets, forecasting, and expense controls.
• Monitor labor costs by aligning staffing levels with occupancy forecasts and business volumes.
• Identify opportunities to improve operational efficiency without compromising service standards.
• Oversee payroll processes for the Front Desk team, ensuring accurate timekeeping, proper job coding, and timely submission in compliance with company standards and wage and hour regulations.

Talent Management & Development

• Recruit, hire, and onboard high-caliber team members who align with the hotel’s luxury service culture.
• Provide ongoing coaching, training, and performance evaluations to develop associates and build a strong leadership pipeline.
• Foster a positive and inclusive work environment that supports team engagement and retention.
• Ensure compliance with union agreements, if applicable, and work closely with P&C on employee relations matters. Perform other job-related duties as assigned.

Qualifications

• Bachelor’s degree in Hospitality, Business, or related field preferred.
• 4–6 years of hotel operations experience, with at least 2 years in a Rooms Division leadership role.
• Experience in a luxury or lifestyle hotel environment preferred; familiarity with Marriott International standards is a plus.
• Strong leadership skills with the ability to manage Front Office, Housekeeping, and Guest Services operations.
• Proven track record driving guest satisfaction and handling service recovery.
• Solid understanding of labor management, budgeting, and expense control.
• Experience recruiting, coaching, and developing teams; union experience preferred.
• Proficiency in PMS systems (e.g., Opera) and guest feedback platforms (e.g., Medallia, GXP).
• Strong communication, organization, and problem-solving skills.
• Flexible schedule, including evenings, weekends, and holidays.

At Crescent Hotels & Resorts we strive to create a great place to work where associates at all levels of our organization are respected for their differences, just like the guests and owners we serve. That’s why we are dedicated to creating an environment that facilitates open and honest conversations about race, equity, diversity, and inclusion. By examining our own beliefs and behaviors, we can create change through training, recruiting, and promoting diverse talent to strengthen our culture.

For applicants who will be working in NYC, the anticipated compensation range for the position is $66,306.00-$72,000.00 per year; for applicants who will be working in New York, the anticipated compensation range for the position is $66,306.00-$72,000.00 per hour. The salary offered to a successful candidate will be dependent on several factors that may include but are not limited to years of experience within the job, years of experience within the required industry, education, work location, etc. Crescent Hotels is a multi-state employer, and the salary ranges indicated herein may not reflect positions that work only in other states.