Operations Manager

Marriott•Torrance, CA

2d•$28 - $32

About The Position

The Operations Manager supports the successful execution of hotel operations, which may include Front Office, Business Center, Recreation/Health Club, Housekeeping, Food and Beverage/Culinary, and Engineering/Maintenance. The role manages staff, works to improve guest and employee satisfaction, maximizes departmental financial performance, and ensures standards and procedures are followed. The manager leads a specific team while helping the property meet or exceed its goals. The position supports operations teams by communicating goals, interpreting satisfaction results, addressing areas for improvement, building team capabilities, leading by example, and helping employees respond to changing guest needs. It also supports property operations through guest feedback reporting, employee concern resolution, goal updates, staff meetings, scheduling assistance, and performing hourly functions as needed. The manager helps manage the guest experience and department profitability, including responding to guest concerns, ensuring hospitality requirements are met, supporting annual quality audits, maintaining key control, and understanding financial and performance reports. The role also participates in hiring and ensures new team members receive thorough, timely orientations. Marriott International states that it is an equal opportunity employer and fosters an inclusive environment that values associates’ backgrounds and experiences. Courtyard seeks team members passionate about guest service, teamwork, and continuous improvement.

Requirements

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

Responsibilities

Communicate team goals related to guest tracking and productivity.
Review employee and guest satisfaction results, communicate plans to address improvement areas, and build on strengths.
Help 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, including forms, comment cards, and guest letters, in a timely manner.
Address employee concerns proactively and treat employees with professionalism and courtesy.
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/occupied-room goals.
Perform hourly job functions as needed.
Be readily available and approachable to guests and provide excellent customer service.
Address guest concerns proactively and respond promptly to customer service department requests.
Ensure team members meet or exceed hospitality requirements.
Assist with the required annual quality audit with the GM and RD.
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.