Operations Manager

2 months ago

Silver Spring, Maryland, United States Marriott Full time

Job Number

Job Category Rooms & Guest Services Operations

Location Courtyard Silver Spring North/White Oak, 12521 Prosperity Drive, Silver Spring, Maryland, United States

Schedule Full-Time

Located Remotely? N

Relocation? N

Position Type Management

JOB SUMMARY

Responsible for assisting in successfully executing 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

Leading Operations Team


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


• Creates and nurtures a property environment that emphasizes motivation, empowerment, teamwork, continuous improvement and a passion for providing service.


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


• Ensures 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.

Managing 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.

Managing Profitability


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


• Ensures a viable key control program is in place.


• Reviews financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement.

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.

The salary range for this position is $55,000 to $68,000 annually. Marriott offers a bonus program, comprehensive health care benefits, 401(k) plan with up to 5% company match, employee stock purchase plan at 15% discount, accrued paid time off (including sick leave where applicable), life insurance, group disability insurance, travel discounts, adoption assistance, paid parental leave, health savings account (except for positions based out of or performed in Hawaii), flexible spending accounts, tuition assistance, pre-tax commuter benefits, other life and work wellness benefits, and may include other incentives such as stock awards and deferred compensation plans. Benefits and incentive compensation may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions.

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.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under 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.


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