FLEX OSR MSB Operations Manager

This is a temporary position. 

This role will support hotels in all brands across the portfolio in USA and Canada.  

100% travel is required.  

Members of this team will be deployed to temporary assignments of varying durations (based on specific hotel needs). This job is designed to "fill the gaps" in the operations of our hotels as identified by leadership.  

The MSB Operations Manager for OSR supports the successful execution of all operations in the hotel operations departments (may include Front Office, Business Center, Recreation/Health Club, Housekeeping, Food and Beverage/Culinary) 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. Leads specific team while assisting with meeting or exceeding property goals. Understands brand standards and operations requirements for performance in each of the discipline areas.

Performance will be evaluated after each assignment based on feedback from the Assignment Initiator. MSB Operations Managers for OSR are expected to demonstrate professional behavior and appearance, in accordance with brand voice for the assignment. 

CANDIDATE PROFILE 

Education and Experience

Required

• 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.

• Minimum 2 years of Management experience in Hotel Operations, preferably within Marriott Select Brand properties.
• Must be proficient in front and back office systems and F&B systems including FOSSE PMS, GXP/Empower, MARSHA, HotSos, and MICROS 

Preferred

• Additional systems knowledge such as FSPMS, Opera, Lightspeed, or StayPMS, BirchStreet, HotShops, and ADACO is preferred.

CORE WORK ACTIVITIES

Managing Property Rooms Operations Function(s)  

• Assists in managing the execution of all operations in the rooms area departments (e.g., Front Office, Housekeeping). 
• Drives adoption of all key Marriott International initiatives.  
• Champions GXP efforts to drive engagement and guest satisfaction scores. 
• Champions Marriott’s Commitment to Clean processes and critical brand standards.  
• Provides Marriott Bonvoy Loyalty Subject Matter Expertise with program and procedures.  
• Assists/develops the team to optimize scheduling with regards to guest satisfaction and department P&L objectives. 
• Performs hourly job functions as permitted with local work rules.  
• Performs other duties, as assigned, to meet business needs. 

Leading Food and Beverage Operations (Restaurant, Bar/Lounge, and other Food and Beverage Outlets) 

• Supervises operations for all food and beverage related areas. 
• Applies and continually broadens knowledge of food and wine trends, and overall event presentation. 
• Ensures compliance with all Bar/Lounge and restaurant policies, standards, and procedures. 
• Monitors departmental inventories and assets including par levels and maintenance of equipment, and places orders as necessary and in compliance with hotel policies.
• Sets up and maintains breakfast stations as needed. 
• Performs all duties of restaurant associates and related departments as necessary as permitted with local work rules. 
• Attends and participates in all pertinent meetings (e.g., Daily Stand Up, Staff, Forecast, Department and Intradepartmental). 

• potentials, mix of sales analysis for beverage, issue & returns, food standards, and period end inventory. 

Supporting Operations Team

• Ensures that goals are being translated to the team as they relate to guest tracking and productivity.

• Understands employee and guest satisfaction results and communicates game plans to address need areas and expand on the strengths.

• Assists in ensuring 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.

• Assists/teaches the team scheduling against guest and hours/occupied room goals.

Supporting Property Operations Function(s) 

• Follows property specific second effort and recovery plan.

• 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.

• 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 request.

• Ensures all team members meet or exceed all hospitality requirements.

Assisting in Managing Profitability

• Assists in performing and preparing the team for the required annual Quality audit.

• Ensures a viable key control program is in place.

• Understands financial statements, sales and activity reports, and other performance data.

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.

Conducting Human Resources Activities

Provides support to property associates and solicits feedback to share with hotel leadership team. 

Verifies that orientations for new team members are thorough and completed in a timely fashion. 

Celebrates successes and officially recognizes the contributions of team members. 

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. 

All locations offer 401(k) plan, stock purchase plan, discounts at Marriott properties, commuter benefits, employee assistance plan, and childcare discounts.  Benefits are subject to terms and conditions, which may include rules regarding eligibility, enrollment, waiting period, contribution, benefit limits, election changes, benefit exclusions, and others. Click here to learn more.

Full-time positions also 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, and paid parental leave. 

Washington Applicants Only : Employees will accrue paid sick leave, 0.0384 PTO balance for every hour worked and be eligible to receive minimum of 9 holidays annually. 

Marriott HQ is committed to a hybrid work environment that enables associates to Be connected.  Headquarters-based positions are considered hybrid, for candidates within a commuting distance to Bethesda, MD; candidates outside of commuting distance to Bethesda, MD will be considered for Remote positions.

Marriott International is the world’s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. Be where you can do your best work,​ begin your purpose,  belong to an amazing global​ team, and  become the best version of you.