Operations Manager

Crestline Hotels & Resorts•Virginia Beach, VA

10d

About The Position

The Operations Manager leads hotel operations at the Courtyard by Marriott Virginia Beach Oceanfront North 37th Street, providing an exceptional guest experience while maximizing hotel profitability. The role ensures that hotel operations are conducted professionally, meet established standards, and deliver a high level of service. The manager plans, implements, and controls departmental strategies and helps develop a competent, motivated, and empowered operations staff. The Operations Manager leads, trains, coaches, motivates, engages, and provides daily feedback to operations staff and supervisors. The role also works with hotel leadership and other departments to meet guest expectations, improve service and financial results, and maintain effective, safe, and consistent operations.

Requirements

High school diploma or GED, or five years of work equivalent.
Computer skills required.
Experience with hotel information systems required.

Nice To Haves

Bachelor’s degree preferred.
Familiarity with Microsoft Office preferred.

Responsibilities

Create and execute strategies to exceed guest satisfaction and revenue goals.
Collaborate with the operations team and other hotel departments to meet guest expectations and execute hotel operations effectively.
Anticipate and promptly respond to guest and employee needs, promote positive guest relations, and support a pleasant guest experience from arrival through departure.
Analyze GSA scores and guest comments, strengthen successful strategies, and develop and execute action plans to address deficiencies.
Ensure operations staff and supervisors are trained to standards and capable of carrying out departmental operations.
Work with department supervisors to support their personal and professional development.
Investigate and resolve guest complaints about service or accommodations.
Monitor budgets and payroll records and review financial transactions to ensure expenditures are authorized and budgeted.
Establish standards for personnel performance and customer service.
Review work procedures and operational problems to identify ways to improve service, performance, cleanliness, and safety.
Assist the Assistant General Manager and General Manager with worker training, personnel problem resolution, hiring, and employee performance evaluations.
Provide leadership and mentoring to operations staff.
Maintain knowledge of operations department policies and service procedures, hotel features and services, room types and rates, promotions, arrivals and departures, room availability, group activities and details, VIPs, and special requests or arrangements.
Conduct daily walk-throughs of operations areas and address deficiencies in staffing, appearance, attitude, cleanliness, maintenance, service, merchandising, consistency, storage organization, inventories, and equipment care.
Review and respond to daily hotel operational demands.
Prepare weekly, monthly, quarterly, and yearly departmental financial and payroll forecasts.
Monitor the security of hotel public areas.
Establish par levels for supplies and equipment.
Conduct pre-shift meetings to review information relevant to each business day.