What are the responsibilities and job description for the Operations Manager position at Marriott?
Job Title: Operations Manager
Overview
This role is responsible for supporting the successful execution of all hotel operations departments, including Front Office, Business Center, Recreation/Health Club, Housekeeping, Food and Beverage/Culinary and Engineering/Maintenance. The Operations Manager will lead specific teams while assisting with meeting or exceeding property goals.
Candidate Profile
We are looking for a highly motivated and experienced individual with a strong background in guest services, front desk, housekeeping, or related professional areas. A high school diploma or GED is required, along with four years of experience in the industry, or a two-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major, with two years of experience.
Core Work Activities
The Operations Manager will be responsible for:
- Ensuring that goals are being translated to the team as they relate to guest tracking and productivity;
- Understanding employee and guest satisfaction results and communicating game plans to address need areas and expand on strengths;
- Assisting in ensuring that the team has the capabilities to meet expectations;
- Leading by example, demonstrating self-confidence, energy, and enthusiasm;
- Assisting employees in understanding guests' ever-changing needs and expectations, and exceeding them;
The Operations Manager will also be responsible for:
- FOLLOWING PROPERTY SPECIFIC SECOND EFFORT AND RECOVERY PLAN;
- Publishing all guest satisfaction results in a timely fashion, including all guest satisfaction forms, comment cards, and guest letters;
- Taking proactive approaches when dealing with employee concerns;
- Extending professionalism and courtesy to employees at all times;
- Communicating/updates all goals and results with employees;
- Meets semi-annually with staff on a one-to-one basis;
- Assists/teaches the team scheduling against guest and hours/occupied room goals;
- Performs hourly job functions as needed;
The Operations Manager will provide excellent customer service by being readily available/approachable for all guests, taking proactive approaches when dealing with guest concerns, extending professionalism and courtesy to guests at all times, responding timely to customer service department requests, and ensuring all team members meet or exceed all hospitality requirements.
Requirements
This position requires:
- A high school diploma or GED;
- Four years of experience in the guest services, front desk, housekeeping, or related professional area; OR
- A two-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; two years of experience in the guest services, front desk, housekeeping, or related professional area;
The compensation and benefits information is provided as of the date of this posting. Marriott reserves the right to modify compensation and benefits at any time, with or without notice, subject to applicable law.
