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Operations Manager
3 months ago
Job Category Rooms & Guest Services Operations
Location W New York - Times Square, 1567 Broadway, New York, New York, United States VIEW ON MAP
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Management
JOB SUMMARY
Manages the day-to-day operations of Front Desk (e.g., including Bell/Door Staff, Switchboard, At Your Service (AYS), and Concierge/Guest Services), Rooms (e.g., Housekeeping, Recreation, and Laundry), Food and Beverage (e.g., Restaurants, Bar/Lounge, and Room Service), Event Operations (e.g., Event Services, Banquets and Event Technology). Understands brand standards and operations requirements for performance in each of the discipline areas. Coordinates labor scheduling and leads shifts across each discipline area depending on property needs. Directs and works with associates to carry out guest arrival and departure procedures, supports operational needs of Restaurant, Bar, and other Food and Beverage Outlets. Leads setup and execution of meetings and events based on requirements and standards. Coordinates and completes guest room inspections, provides operational feedback to employees who work front desk and food and beverage outlets, and holds Event Operations teams accountable for the execution of events based on guest expectations and event order standards. Monitors compliance with brand standards and legal obligations. Leads shift teams to provide consistent, high quality service. Coordinates and leads daily stand-up meetings, pre-shift meetings and pre and post-meal briefings. Communicates performance expectations and trains staff in processes. Assists senior managers in completion of financial and administrative duties. Strives to continually improve guest/event and associate satisfaction and maximize financial performance.
CANDIDATE PROFILE
Education and Experience
• High school diploma or GED or 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major. In addition, prefer four years of prior experience in food and beverage, culinary, guest services, front desk, housekeeping, or related professional area.
OR
• If no standard educational background, strong preference for 5 years of experience in two of the following areas of hospitality to include food and beverage, culinary, guest services, front desk, housekeeping, or related professional area.
CORE WORK ACTIVITIES
Managing of Front Desk, Housekeeping, and Guest Services Teams
• Communicates key drivers of guest satisfaction for the brand's target customer.
• Manages day-to-day operations, the quality, standards and meeting the expectations of the customers on a daily basis.
• Supervises inspection program for all guestrooms and public space.
• Reviews and communicates departmental goals to associates and celebrates day business accomplishments.
• Monitors pre-arrival planning process to effectively deliver against guest preferences, maximize use of room inventories, and drive incremental revenue.
• Verifies that knowledge and understanding of Occupational Safety and Health Administration (OSHA) regulations are up to date.
• Handles associate questions and concerns.
• Monitors all lost and found procedures.
• Supervises daily shift operations and monitors compliance with all housekeeping policies, standards and procedures.
• Supervises Housekeeping and all related areas in the absence of the Director of Services or Housekeeping Manager.
• Understands associate positions well enough to perform duties in associates' absence.
• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
Managing of Food and Beverage Operations Activities associated with Restaurant, Bar/Lounge, and other Food and Beverage Outlets
• Opens and closes restaurant, bar, or food and beverage outlet shifts.
• Supervises operations for all related areas in the absence of Director or Manager.
• Utilizes the Labor Management System to effectively schedule to business demands and for tracking of associate time and attendance.
• Applies and continually broadens knowledge of food and wine trends, and overall event presentation.
• Communicates and executes departmental and hotel emergency procedures and monitors staff readiness with regard to safety procedures.
• Monitors compliance with all Bar/Lounge and restaurant policies, standards and procedures.
• Implements agreed upon beverage policy and procedures throughout the hotel.
• Maintains food handling, sanitation and cleanliness standards and maintains standards for bartender and cocktail service.
• Monitors departmental inventories and assets including par levels and maintenance of equipment.
• Orders supplies for the department (e.g., china, glass, silver, buffet equipment, and other service equipment needs).
• Monitors and enforces compliance with all local, state and Federal beverage and liquor laws.
• Motivates and encourages staff to solve guest and associate related concerns.
• Performs all duties of restaurant associates and related departments as necessary.
• Reports malfunctions in department equipment.
• Reviews the Diary weekly to verify space maximization.
• Trains staff on cash handling, credit policies and procedures, and liquor control policies and procedures.
• Understands beverage control including days on hand, perpetual inventory, bar pars, portion control, costs controls, beverage potentials, mix of sales analysis for beverage, issue & returns, food standards, and period end inventory.
• Attends and participates in all pertinent meetings (e.g., Daily Stand Up, Banquet Event Order (BEO), Pre-Cons, Staff, Forecast, Department and Intradepartmental).
Managing of Event Operations associated with Banquets, Event Services and Event Technology
• Verifies meeting and event rooms/space are set according to event documentation (e.g. Banquet Event Orders, resumes) and customer requirements.
• Leads shifts and actively participates in the servicing of events.
• Maintains the inventory of function room amenities (e.g., pads, pens, candy, water service) and other controllable supplies.
• Attends and participates in all pertinent meetings (e.g., Daily Stand Up, BEO, Staff, Forecast, Department and Intradepartmental)
• Attends pre-event/pre-convention meetings as needed to understand group needs.
• Communicates critical information to the Banquet, Event Services and Event Technology teams.
• Conducts room function inspections prior to each event to verify the room is set according to specifications.
• Delegates tasks to verify room sets are "on time" and meet Event Management Standards.
• Monitors associate awareness of the event phase portion of the Event Satisfaction Survey and Guest Satisfaction Scores.
• Monitors candy rotation on all meeting room sets (if applicable).
• Maintains and enforces established sanitation levels.
• Maintains attendance log for Banquet, Event Service and Event Technology associates.
• Manages departmental inventories and assets including par levels and maintenance of equipment.
• Orders supplies for the department (e.g., china, glass, silver, buffet equipment, and other service equipment needs).
• Schedules Banquet and Event Service staff to forecast and service standards, while maximizing profits.
• Uses banquet beverage tools to guide banquet beverage supervisor in controlling liquor costs, managing the banquet beverage perpetual inventory and requisitioning liquor.
• Practices and executes brand specific meeting services program per Brand Standard (e.g., Redcoat Program, PlumPerfect Program).
• Assists with the Event Technology/Audio Visual team when necessary in order to verify customer satisfaction.
Executing Against Department Performance and Budgetary Goals
• Understands and communicates the impact of Operations on the overall hotel financial goals and objectives.
• Comprehends budgets, operating statements and payroll progress reports as needed to assist in the financial management of department.
• Manages to achieve or exceed budgeted goals.
• Verify guest room status is communicated to the Front Desk in a timely and efficient manner.
• Manages departmental inventories and assets including par levels according to budget and business levels.
• Maintains responsibility for daily and cumulative financial performance.
• Participates in the management of departmental controllable expenses to achieve or exceed budgeted goals.
• Uses budgets, operating statements and payroll progress reports as needed to assist in the management of Operations departments and teams.
• Verifies accuracy of room rates to maximize revenue opportunities
• Works effectively with the Engineering department on guest room, restaurant, or event space maintenance needs.
Leading Teams in Day-to-Day Activities
• Encourages and builds mutual trust, respect, and cooperation among team members.
• Understands brand standards and operations requirements for performance in each of the discipline areas.
• Leads setup and execution of meetings and events based on requirements and standards.
• Creates and nurtures a hotel environment that emphasizes motivation, empowerment, teamwork, continuous improvement and a passion for providing service.
• Sets a positive example for guest relations, emphasizes guest satisfaction during all meetings, and focuses on continuous improvement.
• Empowers associates to provide excellent customer service.
• Interacts with customers to obtain feedback on product quality and service levels.
• Observes service behaviors of associates and provides feedback to individuals.
• Participates in department meetings by communicating a clear and consistent message regarding the departmental goals to produce desired results.
• Participates in the development and implementation of corrective action plans.
• Provides feedback to associates based on observation of service behaviors.
• Provides proactive coaching and counseling to team members.
• Responds quickly and proactively to employee's concerns.
• Responds to and handles guest problems and complaints.
• Coordinates labor scheduling and leads shifts across each discipline area depending on property needs.
• Utilizes the Labor Management System to effectively schedule to business demands and for tracking of associate time and attendance.
• Adheres to and reinforces all standards, policies, and procedures (e.g. PPM, Core Deliverables, Standard Operating Procedures (SOPs), Local Standard Operating Procedures (LSOPs).
Providing Exceptional Customer Service
• Reviews comment cards and guest satisfaction results with associates.
• Utilizes a guest information tracking system to verify a successful repeat guest recognition program is in use.
• Encourages associates to provide excellent customer service within guidelines.
• Handles guest problems and complaints, seeking assistance from supervisor as necessary.
• Interacts with guests to obtain feedback on product quality and service levels; effectively responding to and handles guest problems and complaints seeking assistance from supervisor as necessary.
• Meets and greets guests.
• Opens and closes Front Desk shifts/Housekeeping and verifies completion of assigned shift checklist and other duties.
• Participates as needed in the investigation of associate and guest accidents.
• Runs and reviews critical information contained in room operations reports.
• Supervises staffing levels to verify that guest service, operational needs and financial objectives are met.
• Understands night audit procedures and being able to comprehend and utilize reports as necessary.
• Understands the functions of the Recreation, Laundry, Housekeeping, Bell Staff, AYS, Front Desk and Concierge/Guest Services operations.
• Understands the impact Banquet, Event Service and Event Technology operations has on the overall success of an event and manages activities to maximize customer satisfaction.
• Understands and reviews Event Satisfaction Surveys to verify need areas are focused on.
Conducting Human Resource Activities
• Identifies the developmental needs of others and coaches, mentors, or otherwise helps others to improve their knowledge or skills
• Participates in an ongoing associate recognition program.
• Participates in the associate performance appraisal process, assisting with the completion of annual performance reviews.
• Supports training when appropriate.
• Interviews and hires of associate team members with the appropriate skills as needed.
• Creates guidelines so associates understand job expectations and parameters.
• Communicates and executes departmental and hotel emergency procedures and verifies staff are trained in safety procedures.
• Observes service behaviors of associates and provides feedback to individuals.
• Reviews comment cards and guest satisfaction results and Event Satisfaction Survey verbatim with associates.
• Supports a departmental orientation program for associates to receive the appropriate new hire training to successfully perform their job.
Additional Responsibilities as Assigned
• Analyzes information and evaluating results to choose the best solution and solve problems.
• Assists General Manager (GM) as needed with annual Quality audit.
• Complies with all corporate accounting procedures and loss prevention policies and procedures.
• Informs and/or updating the executives, the peers and the subordinates on relevant information in a timely manner.
• Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
• Understands the functions of the Bell Staff, Switchboard and Concierge/Guest Services operations.
• Performs additional duties, departmental and/or total hotel related, as assigned and requested.
The salary range for this position is $71,000 to $96,000 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.
W Hotels’ mission is to Ignite Curiosity, Expand Worlds. We are a place to experience life. We’re here to open doors and open minds. We are constantly inspired by new faces and new experiences. A tuned-in, up-for-anything spirit is at our core and has made us renowned for reinventing the norms of luxury around the globe. Whatever/Whenever is our culture and service philosophy that brings our guests’ passions to life. If you are original, innovative, and always looking towards the future of what’s possible, welcome to W Hotels. In joining W Hotels, 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.
