Operations Manager

Courtyard by Marriott (Crestline Hotels and Resorts)•Virginia Beach, VA

11d•$50,000 - $60,000

About The Position

Crestline is seeking an Operations Manager for the Courtyard by Marriott Virginia Beach Oceanfront North 37th Street. The role is part of the hotel’s leadership team and is responsible for delivering exceptional guest experiences while maximizing hotel profitability. The Operations Manager ensures hotel operations are performed professionally, consistently with standards, and at a high level of service by planning, implementing, and controlling effective departmental strategies. The role also helps develop and maintain a competent, motivated, and empowered operations staff, providing daily leadership, training, coaching, motivation, engagement, and feedback to staff and supervisors.

Requirements

High school diploma or GED, or five years of work equivalent.
Computer skills are required.
Experience with hotel information systems is 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 operations staff and other hotel departments to exceed guest expectations and execute hotel operations effectively.
Anticipate and promptly respond to the needs of guests and employees, promote positive guest relations, and ensure a pleasant guest experience from arrival through departure.
Analyze GSA scores and comments, reinforce successful approaches, and develop and execute plans to address deficiencies.
Ensure operations staff and supervisors are trained to standards and able to perform departmental operations; work with supervisors on their personal and professional development.
Investigate and resolve guest complaints regarding service or accommodations.
Monitor budgets and payroll records and review financial transactions to ensure expenditures are authorized and budgeted.
Establish personnel performance and customer service standards; review procedures and operational problems to identify improvements in service, performance, cleanliness, and safety.
Assist the Assistant General Manager and General Manager with employee relations, including training programs, personnel problem resolution, hiring, and performance evaluations.
Provide leadership and mentoring to operations staff and maintain knowledge of operations policies and service procedures.
Maintain knowledge of hotel features and services, room types and rates, packages and promotions, arrivals and departures, room availability, group activities and details, VIPs, and special requests or arrangements.
Conduct daily walkthroughs of operations areas, checking staffing, appearance, attitude, cleanliness, maintenance, service, merchandising, consistency, storage areas, inventories, and equipment care; direct personnel to correct deficiencies.
Review and respond to daily hotel operational demands.
Prepare weekly, monthly, quarterly, and annual departmental financial and payroll forecasts.
Monitor security of hotel public areas.
Establish par levels for supplies and equipment.
Conduct pre-shift meetings to review information relevant to each day’s business.