Operations Manager

Responsibilities

Leads hotel operations staff and supports departments such as front office, housekeeping, food and beverage, and engineering to meet service, productivity, and property goals. Monitors guest experience and financial performance, addresses employee and guest concerns, supports hiring and onboarding, and ensures operational standards and procedures are followed.

Requirements

Requires either a high school diploma or GED with four years of relevant experience, or a two-year degree in hospitality, hotel and restaurant management, business administration, or a related field with two years of relevant experience. Relevant experience may be in guest services, front desk, housekeeping, or a related professional area.

Skills

• Hotel Operations
• Team Leadership
• Guest Services
• Customer Service
• Employee Satisfaction
• Guest Satisfaction
• Staff Scheduling
• Performance Monitoring
• Financial Performance
• Quality Auditing
• Key Control
• Human Resources
• Hiring and Interviewing
• Employee Training
• Conflict Resolution
• Communication

About this role

JOB SUMMARY

Supports the successful execution of all operations in the hotel operations
departments (may include Front Office, Business Center, Recreation/Health Club,
Housekeeping, Food and Beverage/Culinary and Engineering/Maintenance) and
managing staff. Strives to continually improve guest and employee satisfaction
and maximize the financial performance of the department. Ensures that standards
and procedures are being followed. Leads specific team while assisting with
meeting or exceeding property goals.

CANDIDATE PROFILE

Education and Experience

• High school diploma or GED; 4 years experience in the guest services, front
desk, housekeeping, or related professional area.

OR

• 2-year degree from an accredited university in Hotel and Restaurant
Management, Hospitality, Business Administration, or related major; 2 years
experience in the guest services, front desk, housekeeping, or related
professional area.

CORE WORK ACTIVITIES

Supporting Operations Team

• Ensures that goals are being translated to the team as they relate to guest
tracking and productivity.

• Understands employee and guest satisfaction results and communicates game
plans to address need areas and expand on the strengths.

• Assists in ensuring that the team has the capabilities to meet expectations.

• Leads by example demonstrating self-confidence, energy and enthusiasm.

• Assists employees in understanding guests’ ever-changing needs and
expectations, and exceeding them.

Supporting Property Operations Function(s)

• Follows property specific second effort and recovery plan.

• Publishes all guest satisfaction results in a timely fashion including all
guest satisfaction forms, comment cards and guest letters.

• Takes proactive approaches when dealing with employee concerns.

• Extends professionalism and courtesy to employees at all times.

• Communicates/updates all goals and results with employees.

• Meets semiannually 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.

Managing and Monitoring Activities that Affect the Guest Experience

• Provides excellent customer service by being readily available/approachable
for all guests.

• Takes proactive approaches when dealing with guest concerns.

• Extends professionalism and courtesy to guests at all times.

• Responds timely to customer service department request.

• Ensures all team members meet or exceed all hospitality requirements.

Assisting in Managing Profitability

• Assists in performing required annual Quality audit with GM & RD.

• Ensures a viable key control program is in place.

• Understands financial statements, sales and activity reports, and other
performance data.

Conducting Human Resources Activities

• Interviews and assists in making hiring decisions.

• Receives hiring recommendations from team supervisors.

• Ensures orientations for new team members are thorough and completed in a
timely fashion.

 
At Marriott International, we are dedicated to being an equal opportunity
employer, welcoming all and providing access to opportunity. We actively foster
an environment where the unique backgrounds of our associates are valued and
celebrated. Our greatest strength lies in the rich blend of culture, talent, and
experiences of our associates. We are committed to non-discrimination on any
protected basis, including disability, veteran status, or other basis protected
by applicable law.
At Courtyard, we’re passionate about better serving the needs of travelers
everywhere. It’s what inspired us to create the first hotel designed
specifically for business travelers, and it’s why the Courtyard experience today
empowers our guests, no matter the purpose of their trip. We’re looking for
achievers who are passionate about providing a guest experience that goes above
and beyond, enjoy being part of a small yet ambitious team, and love learning
how to always improve – all while having fun.

In joining Courtyard, you join a portfolio of brands with Marriott
International. Be where you can do your best work, begin your purpose, belong to
an amazing global  team, and become the best version of you. 

About Marriott

Hospitality · 201-500 employees · headquartered in Bethesda, Maryland · founded 1982