Hotel Operations Manager

JOB SUMMARY 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 Senior Rooms Operation Manager is an experienced multi-discipline leader who can quickly adapt to varying environments and complexities in leading the execution of all operations including managing hourly staff and managers in the rooms area departments (e.g., all areas of Front Office, AYS, Bell Stand, Valet, Concierge and Club Lounge and all areas of Housekeeping Operations). Assignments will be focused on, but not limited, to the rooms discipline. Understands brand standards and operations requirements for performance in each of the discipline areas. Coordinates labor scheduling and leads shifts across each discipline area depending on property need. Directs and works with associates to carry out guest arrival and departure procedures. Accountable for supporting compliance with brand standards, tone, and voice as well as legal obligations. Leads shift teams to provide consistent, high quality service. Coordinates and leads daily stand-up meetings. Communicates performance expectations and trains staff in processes. Strives to continually improve guest, associate satisfaction, and maximize financial performance. CANDIDATE PROFILE Education and Experience High school diploma or GED; 4 years Management 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 Management experience in the guest services, front desk, housekeeping, or related professional area. Must be proficient in front and back office systems including Lightspeed, PMS, GXP/Empower, MARSHA, and HotSoS (Opera and FOSSE, and StayPMS highly preferred). Union or CBA experience preferred. Experience in both Front Office and Housekeeping leadership required. CORE WORK ACTIVITIES Leading Room Operations Team Verifies that goals are being translated to the team as they relate to guest tracking and productivity. Manages the execution of all operations in the rooms area departments (e.g., Front Office, Engineering/Maintenance, Housekeeping) and manages staff. Leads specific team while assisting with meeting or exceeding property goals. 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 developis action plans to attack needed areas and expand on strengths. Sets clear expectations, with the General Manager, for the team. Verifies 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 Rooms Operations Function(s) Leads the execution of all operations in the rooms area departments 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. Leads 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. Schedules the team against guest and hours/occupied room goals. Monitors compliance with standards and procedures. Performs hourly job functions as needed. Providing Exceptional Customer Service Provides excellent customer service by being readily available/approachable for all guests. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department. Takes proactive approaches when dealing with guest concerns. Responds timely to customer service department request. Verifies all team members meet or exceed all hospitality requirements. Managing Profitability Assists properties with preparing for the required annual Quality audit with General Manager (GM) Verifies that a viable key control program is in place. Effectively manages to department budget during assignment. 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. Able to lead P&L discussions for monthly financial meetings 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. Leads and coaches property rooms leaders and associates as applicable *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