Operations Manager

Job Overview:
Responsible for assisting in successfully executing all operations in the hotel Operations departments and managing staff. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department.

Duties and Responsibilities:
Ensures that goals are being translated to the team as they relate to guest tracking and productivity. Creates and nurtures a property environment that emphasizes motivation, empowerment, teamwork, continuous improvement and a passion for providing service. Understands employee and guest satisfaction results and developing game plans to attack need areas and expand on the strengths. Ensures that the team has the capabilities to meet expectations. Leads by example demonstrating self-confidence, energy and enthusiasm. Assists employees in understanding guests’ ever-changing needs and expectations, and exceeding them. 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. Meets semiannually with staff on a one-to-one basis. Assists/teaches the team scheduling against guest and hours/occupied room goals. Performs hourly job functions as needed. 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. Assists in performing required annual Quality audit with GM & RD. Ensures a viable key control program is in place. Reviews financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement. Interviews and assists in making hiring decisions. Receives hiring recommendations from team supervisors. Ensures orientations for new team members are thorough and completed in a timely fashion.

Required Qualifications:
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.

Educational Background:
High school diploma or GED; or 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major.

Experience:
4 years experience in the guest services, front desk, housekeeping, or related professional area; or 2 years experience with a 2-year degree.

Additional Notes:
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.