Operations Manager - Front Desk, Housekeeping & F&B

Marriott•Alexandria, VA

2d•$65,000 - $101,000

About The Position

The Operations Manager assists in successfully executing 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 works to improve guest and employee satisfaction, maximize departmental financial performance, and ensure standards and procedures are followed. The Operations Manager leads a specific team while helping meet or exceed property goals. At Residence Inn by Marriott, the role supports a service culture focused on the needs of long-stay guests. Residence Inn offers spacious suites with full kitchens, and associates aim to help business and leisure travelers thrive through attentive service and teamwork.

Requirements

High school diploma or GED and 4 years of experience in guest services, front desk, housekeeping, or a related professional area; or
A 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major, and 2 years of experience in guest services, front desk, housekeeping, or a related professional area.

Responsibilities

Translate team goals related to guest tracking and productivity into day-to-day work.
Create and nurture a property environment that emphasizes motivation, empowerment, teamwork, continuous improvement, and service.
Review employee and guest satisfaction results, develop plans to address areas needing improvement, and build on strengths.
Ensure the team has the capabilities to meet expectations; lead by example with confidence, energy, and enthusiasm.
Help employees understand and exceed guests’ changing needs and expectations.
Follow the property-specific second effort and recovery plan.
Publish guest satisfaction results in a timely manner, including satisfaction forms, comment cards, and guest letters.
Address employee concerns proactively and communicate professionally and courteously.
Communicate goals and results to employees and meet staff one-to-one semiannually.
Assist and teach the team to schedule against guest and hours/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.
Review financial statements, sales and activity reports, and other performance data to assess productivity and goal achievement and identify opportunities for cost reduction and program improvement.
Interview candidates and assist with hiring decisions; receive hiring recommendations from team supervisors.
Ensure new team member orientations are thorough and completed promptly.