Operations Manager
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, while managing staff. The role strives to continually improve guest and employee satisfaction and maximize departmental financial performance. It ensures standards and procedures are followed and leads a team while helping the property meet or exceed its goals. The Operations Manager supports operations teams and property functions, monitors activities that affect the guest experience, assists with profitability, and conducts human resources activities. The role also performs hourly job functions as needed. Courtyard and Marriott International describe their workplace as welcoming, inclusive, and committed to equal opportunity and non-discrimination.
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 goals related to guest tracking and productivity to the team.
- Understand employee and guest satisfaction results, and communicate plans to address areas needing improvement and build on strengths.
- Help ensure the team has the capabilities to meet expectations.
- Lead by example with self-confidence, energy, and enthusiasm.
- Help employees understand guests’ changing needs and expectations and exceed them.
- Follow the property-specific second effort and recovery plan.
- Publish guest satisfaction results, including forms, comment cards, and guest letters, in a timely manner.
- Take proactive approaches to employee concerns and treat employees professionally and courteously.
- Communicate and update employees on goals and results.
- Meet individually 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 proactively address guest concerns.
- Respond promptly to customer service department requests and 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 on time.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
Associate degree
