Operations Manager

Job Summary Responsible for assisting in successfully executing all operations in the hotel Operations departments (Front Office, Business Center, Recreation/Health Club, Housekeeping, Food and Beverage/Culinary, and Engineering/Maintenance) 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 and leads the team while assisting with meeting or exceeding property goals. Candidate Profile High school diploma or GED; 4 years experience in the guest services, front desk, housekeeping, or related professional area. 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. Leading Operations Team 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 develops game plans to address need areas and expand on 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. Managing Property 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. Meets semi‑annually 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. 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 requests. Ensures all team members meet or exceed all hospitality requirements. Managing Profitability 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. Conducting Human Resources Activities 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. Benefits 401(k) plan, stock purchase plan, discounts at Marriott properties, commuter benefits, employee assistance plan, and childcare discounts. Full‑time positions offer coverage for medical, dental, vision, health care flexible spending account, dependent care flexible spending account, life insurance, disability insurance, accident insurance, adoption expense reimbursements, paid parental leave and educational assistance. Washington Full‑time Applicants Only: Employees accrue paid sick leave, 0.01282 PTO balance for every hour worked and are eligible to receive a minimum of 7 holidays annually. Washington Part‑time Applicants Only: Employees accrue paid sick leave and are eligible to receive a minimum of 7 holidays annually. EEO Statement 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. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non‑discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law. #J-18808-Ljbffr Courtyard by Marriott