Operations Manager
About The Position
The Operations Manager supports the successful execution of hotel operations across departments that may include Front Office, Business Center, Recreation/Health Club, Housekeeping, Food and Beverage/Culinary, and Engineering/Maintenance, and manages staff. The role focuses on continually improving guest and employee satisfaction, maximizing departmental financial performance, ensuring standards and procedures are followed, and leading a team while helping meet or exceed property goals. The hotel is owned and operated by independent franchisee NewcrestImage Management, which is a separate employer from Marriott International, Inc. The franchisee controls the hotel’s employment policies and practices, including hiring, compensation, benefits, and other employment terms. The company is an equal opportunity employer.
Responsibilities
- Translate goals related to guest tracking and productivity to the team.
- Review employee and guest satisfaction results and communicate plans to address needs and build on strengths.
- Help ensure the team has the capabilities to meet expectations; lead by example and help employees understand and exceed guests’ changing needs and expectations.
- Follow the property-specific second-effort and recovery plan.
- Publish guest satisfaction results, including forms, comment cards, and guest letters, in a timely manner.
- Address employee concerns proactively and communicate professionally and courteously with employees.
- Communicate and update employees on goals and results; meet one-to-one with staff semiannually.
- Assist and teach the team to schedule against guest and hours-per-occupied-room goals.
- Perform hourly job functions as needed.
- Remain available and approachable to guests, address guest concerns proactively, and respond promptly to customer service department requests.
- Ensure team members meet or exceed hospitality requirements.
- Assist with the annual quality audit with the General Manager and Regional Director.
- Ensure a viable key control program is in place.
- Understand financial statements, sales and activity reports, and other performance data.
- Interview candidates and assist with hiring decisions; receive hiring recommendations from team supervisors.
- Ensure new team member orientations are thorough and completed promptly.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
